Support Analyst

at  Leicester City Council

SUPPORT ANALYST

Job description

FULL TIME / 37 HOURS PER WEEK / FIXED TERM FOR 12 MONTHS

We are looking for a Support Analyst who will be responsible for providing support on a technical service desk. Answering telephone calls, recording incidents and service requests using our call logging system Microsoft SCSM. You’ll capture all details, log and resolve incidents at the first point of contact.
With a wide range of technical knowledge and skills you will look to resolve issue in Microsoft Windows, various applications including customised applications and hardware as quickly as possible to enable the user to continue to deliver their service.
As a problem solver you can quickly establish the cause of the issue through appropriate questions and enable a solution as quickly as possible, whilst always delivering a high level of diplomacy, confidence, and customer care.

You will troubleshoot and resolve end-user hardware and software, operating systems, network, server access and voice communications problems whilst aiming to fix 75 percent operational incidents at 1st point of contact. You’ll utilise a wide range of technological tools to investigate, diagnose and fix to a defined service level target, or where appropriate forward to specialist technical support and appropriate team.
Also being responsible for accepting all technical support calls from our online Support Portal or logging Incidents and Service Request onto the service desk call management system Microsoft SCSM, ensuring all pertinent information is gathered and that details are accurately entered. Using your high-quality telephone communication and practiced customer service skills to enable you to provide 1st Line IT support service, to customers of all levels.