ICT Server Support Analyst

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Shropshire Council is undergoing a large scale transformation programme aimed at ‘Creating a better future’, which puts improving the quality of life of all local people at the heart of everything we do.

Their satisfaction will drive our decision making and we are committed to changing for the better, by working together in new ways across the whole council and with our local partners.

As a member of ICT services, you will support the delivery of Corporate ICT projects in line with the Council’s vision, values and strategic objectives.

ICT Services are critical to ensuring day-to-day business productivity across the Council. ICT services enable an employee to perform and carry out their key job roles and responsibilities. ICT services covers a wide range of functions including our IT helpdesk, who provide comprehensive 1st and 2nd line support on a variety of different issues. The IT Helpdesk are supported by our Service Technicians and AV Technicians who are well versed in ensuring continued business performance.

Our Infrastructure and Security team have a wealth of experience and knowledge in the field of Authentication and Directory services, including development, set up and provision of support in order to meet customer need.

IT services at Shropshire Council are complemented by the ICT integration team who carry out comprehensive systems analysis, systems design and systems support. Our telecoms team have years of experience in programming, maintenance and management of key telephone systems.

Our Schools ICT team support our schools and ensure they are able to use systems effectively in order to carry out their day-to-day tasks. Our Schools Technicians maintain our schools’ network and manage our WAN/LAN/WLAN infrastructure for schools.

Level & Purpose of Post

The post is located in the ICT services team and reports to the 3rd line support manager. The post holder will work within the 3rd line support team. This post is responsible for assisting with the design, implementation and on-going management and maintenance of the council's technical ICT infrastructure and associated services. The post holder will work closely with other IT Services staff to ensure that the council's server infrastructure, wide area data networks and wireless networks deliver best value and operate to optimum efficiency.

Main Duties

-Support and maintain all aspects of the Council's physical servers and associated software and equipment.

-Support and maintain all aspects of the Council's Windows based servers and associated software and equipment.

-Support and maintain all aspects of the Council's virtualised infrastructure and associated software and equipment.

-Support and maintain all aspects of the Council's CITRIX based servers and associated software and equipment.

-Support and maintain all aspects of the Council's Internet security servers and associated software and equipment.

-Ensure that all required council data is backed up in line with current policy and procedure.

-Performance management and monitoring of the Council's servers and associated software and equipment.

-Provide a first class 3rd line support service to customers liaising with the IT service Desk as necessary using the automated help system for call logging and resolution of incidents.

-Provide technical support and advice to customers liaising with the IT service desk and colleagues accordingly.

-Administration of SCCM or other endpoint / server administration tool(s)

-Assist implementing and maintaining appropriate and adequate Disaster Recovery plans and procedures.

-Keep up to date with current technological advances in hardware and software, carry out product research and evaluation, and maintain an awareness of technological advances in --hardware and software in use within the authority and elsewhere.

-Provide technical support and advice to other bodies as required.

-Be aware of relevant Health and Safety regulations.

-Provide guidance on ICT matters to non-ICT service area officers. Provide non-technical interpretation on technical documents.

-Maintain an awareness of legislation and standards relating to the work of the post, including: Freedom of Information Act, Data Protection Act, Payment Card Industry (PCI) standards.

-Keep up to date with developments and changes to PSN requirements and ensure that system(s) they hold responsibility for are compliant.

-Assist managers within ICT Services to ensure that a seamless and cohesive technical infrastructure and support service is provided to the Council.

-Be involved in other comparable duties within the IT Services unit consistent with the level of the post and carry out any other duties which may be allocated by the Head of IT Services

These duties are illustrative and not exhaustive. The post holder will be expected to become involved in a range of work to enable the service to respond effectively to the changing requirements of the Council and changes affecting the workforce.

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