2nd Line Support Analyst

at  Essex County Council

ACCOUNTABILITIES

• Responsible for handling complex incidents requiring a high level of technical knowledge and, or, involving multiple suppliers according to agreed procedures to restore services quickly, maintain the quality and consistency of the service to minimise business disruption, enhance customer experience and maintain high levels of satisfaction.
• Responsible for facilitating recovery to normal operation in complex service environments involving multiple suppliers following resolution of incidents ensuring business services are operating normally to ensure customer satisfaction.
• Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation resumes, is confirmed, and ensure lessons learned can be acted on to support future service improvement.
• Responsible for analysing the causes of technically complex, multiple supplier incidents, and informing service owners in order to minimise probability of recurrence and contribute to service improvement ensuring continuity and effectiveness of business operations.
• Responsible for analysing metrics and reports on performance of the management process in support of simplification and continual service improvement to ensure minimal disruption in the business environment.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

THE WORKING STYLE FOR THIS ROLE IS AN ANYWHERE WORKER BUT WE WILL REQUIRE YOU TO ATTEND THE OFFICES IN CHELMSFORD AT LEAST 3 DAYS A WEEK. ADDITIONALLY, YOU MAY BE REQUIRED TO TRAVEL AROUND ESSEX AS PART OF THE NORMAL RANGE OF DUTIES, WHICH CAN INVOLVE LONE WORKING INCLUDING TROUBLESHOOTING IT ISSUES, MANUAL LABOUR, DRIVING, COLLECTING AND DROPPING OFF OR PICKING UP ITEMS SUCH AS LAPTOPS, MONITORS, SERVERS AND DISCONTINUED KIT.

Technology Services is focused on ensuring current and future investment in technology to maximise the opportunities to support ECC from a technology perspective. Bringing a new focus to understanding and supporting the business functions will be key in exploiting technology to deliver positive business outcomes. Service Management is a vital element ensuring TS Services are delivered to provide continuity of operation to agreed levels of service in support of business operations.
The 2nd Line Support Analyst is responsible for progressing reported incidents that cannot be resolved at the first point of contact and require a higher level of technical knowledge and experience to resolve issues. They are likely to be more complex due to the technology components and services to be analysed and the scale of the incident. Analysts will see to fix incidents within own capability and where not possible escalate to seek resolution.

PLEASE NOTE THAT THE JOB ROLE REQUIRES YOU TO BE MOBILE THROUGHOUT AN OPERATIONAL AREA. THEREFORE, THE POST HOLDER WILL NEED TO HAVE A DRIVING LICENCE AND ACCESS TO A VEHICLE, OR THE ABILITY TO MEET THE MOBILITY REQUIREMENTS OF THE ROLE THROUGH OTHER MEANS.

To read more about us please visit: Corporate Services