ICT Support Analyst

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Job Title: ICT Support AnalystLocation: ColchesterSalary: £23,874.58 - £30,459.55 per annumJob Type: Full Time (37 hours per week), PermanentColchester Borough Council is committed to delivering high-quality and accessible services to residents, visitors and businesses. They are a local government authority providing a diverse range of public and commercial services across Colchester, the second largest district in Essex.The Council are seeking an ICT Support Analyst to join a well-established team and provide professional, first line support managing various customer contact channels. We are looking for somebody who will take ownership of requests for support or services, that are then delivered in a timely mannerThe Role:As an essential member of the Technology Delivery Team, you will be working with ICT and the organisation to provide expert support and guidance of the ICT managed hardware and systems. Supporting our customers by assisting with questions varying from access, how do I's to logging requests for and preparing equipment. The role requires the candidate to understand the role of the Council so that we can provide a service that supports Council staff in meeting those roles. The ICT Support Analyst will take total ownership of any ticket they log, even if work required to resolve the issue is conducted by another part of the ICT Team, to ensure tickets are completed on time.About you:To be successful in this role, you will need to demonstrate a working knowledge of the Office365 suite of products, the Microsoft AD environment, building and configuring hardware such as laptops and mobile phones. Must be able to demonstrate the ability to deal with challenging calls, while remaining calm and professional. The ability to create Solution Articles to assist customers on how to perform tasks, accessing systems, etc.is required An IT qualification such as ITILv3 or newer would also be beneficial. Benefits:The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period.Other benefits include:Flexible workingGym, travel and online retail discountsExcellent training, development and progression opportunitiesPlease Note: Colchester Borough Council has a wide range of services and facilities that can involve dealing with children or vulnerable adults. We treat our obligations for the safety of children and vulnerable adults seriously and expect our staff to be committed to the principles of our published policies and to adhere to the procedures contained within them.Please click the APPLY button and you will be directed to the Council's careers page to complete your application.Candidates with the experience and relevant job titles of; 1st Line Technical Support Advisor, 1st Line Technical Support Analyst, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Support, IT Customer Support Advisor, 2nd Line Technical Support Advisor, Technician, 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer may also be considered for this role.