Part Time 1st Line Support Analyst

at  Essex County Council

PART TIME 1ST LINE SUPPORT ANALYST

Permanent, Part Time
£23,808 to £28,010 Per Annum, Full Time Equivalent
Location: Colchester
Working Style: Fixed-base worker
Closing Date: Tuesday 19th November 2024 at 11.59pm

ACCOUNTABILITIES

• Responsible for investigating and resolving incidents following agreed procedures to maintain the quality and consistency of the service, enhancing customer experience and maintaining high levels of satisfaction.
• Responsible for facilitating recovery to normal operation 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 is confirmed, and lessons learned can be acted on to support service improvement.
• Responsible for analysing the causes of 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 incident management process to highlight lessons learned in support of continual service improvement to ensure minimal discretion in the business environment.
• Responsible for wherever possible resolving reported incidents at the first point of contact or making a quick decision to escalate to the 2nd Line Analysts ensuring optimum service resolution to reduce business disruption and increase customer satisfaction.

Please refer the Job description for details