Vacancies : 1st Line Support Analyst (Infrastructure)

West Dunbartonshire Council; Dumbarton; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Local Government Pension Scheme (LGPS)

25 days annual leave

Wellbeing supports

Job summary

West Dunbartonshire Council is recruiting a 1st Line Support Analyst to provide prompt technical assistance across the organisation. This is a hybrid role, 35 hours per week, with some remote work but regular attendance in Council Offices and travel to other sites.

You will diagnose and troubleshoot hardware, software and network issues, respond to users by phone, email or in person, escalate complex incidents to the right teams, and maintain clear incident documentation.

Qualifications

• Strong knowledge of networking technologies.
• Familiar with remote access solutions.
• Excellent problem-solving and interpersonal skills.

Responsibilities

• Providing prompt and effective technical assistance to users via phone, email or in-person.
• Diagnose and troubleshoot hardware, software and network problems.
• Escalate complex issues to the appropriate teams while maintaining clear communication and documenting incidents.

Skills

Networking knowledge

Remote access

Problem solving

Communication

Job description

Job Description Are you passionate about technology and providing exceptional user support?

Job Description Are you passionate about technology and providing exceptional user support? West Dunbartonshire Council has an excellent opportunity for a motivated 1st Line Support Analyst within our dynamic team. As a key member of our IT support section, you’ll be dealing with escalated hardware and software issues across our organisation. This is a hybrid post working 35 hours per week. Whilst much of this role can be carried out remotely, regular team working in person is a requirement of the post so there is an expectation of weekly attendance in Council Offices. There will also be regular travel to other Council sites to support the Council’s network.

Why join us?

• Be part of a collaborative and forward-thinking IT team.
• Opportunity for professional growth and skill development.
• Competitive salary and benefits package including access to Local Government Pension Scheme.
• Utilise our highly recognised Flexible Working Scheme.
• Contribute to the technology-driven success of our organisation.

Your Responsibilities Will Include

• Providing prompt and effective technical assistance to users via phone, email or in-person.
• Diagnose and troubleshoot hardware, software and network problems.
• Escalate complex issues to the appropriate teams while maintaining clear communication with end users. Assist in setting up switches, network installations and remote access. Maintain accurate documentation of incidents, solutions and procedures.

Ready to take the first step toward an exciting career in ICT Infrastructure support?

• Do you have a strong knowledge of networking technologies?
• Are you familiar with remote access solutions?
• Do you have excellent problem-solving skills and the ability to work under pressure?
• Do you have outstanding communication and interpersonal skills?

Join us in shaping the future of technology support within West Dunbartonshire Council.

Requirements This post is considered a Regulated Role with Children under the Protection of Vulnerable Groups (Scotland) Act 2020 and as such membership with the PVG scheme is essential. Further details of this scheme can be found here. Preferred applicants will be required to become members of the relevant PVG scheme, or undergo a PVG Scheme update check prior to a formal offer being made by West Dunbartonshire Council.

The Individual

Benefits WDC was voted one of the top ten flexible employers and prides itself in providing flexible working to support work life balance. In addition to this there are also additional benefits:

• Access to the Local Government pension scheme (LGPS) with an employer’s contribution of at least 19.3% and all associated benefits
• A minimum of 25 days annual leave, increasing a day each year up to 35 days as well as 8 fixed public holidays each year
• Access to employee wellbeing supports including occupational health & counselling if ever you need help and support

About Us For information about West Dunbartonshire Council please click on the following link and see why we are an employer of choice: More information on the benefits of working within West Dunbartonshire Council, can be found using the following link: Benefits of Working With Us