ICT Support Analyst

Salary 25949 - 25989 per annum 37 hours per week Permanent Full Time ICT Support Analyst

We have an exciting opportunity for a new team member to join our frontline Digital User Experience Service supporting Lancashire County Council and partner organisations.

As an ICT Support Analyst you will provide first-class technical support and customer service helping users access and make the best use of the councils digital services. You will be part of a busy and supportive team handling a wide range of technical queries and service requests while working closely with colleagues across Digital Services.

What youll be doing

• Providing technical support to customers through digital email telephone and face-to-face channels.
• Diagnosing and resolving a range of hardware software and device-related issues.
• Logging tracking and managing incidents and service requests using IT Service Management processes.
• Setting up and configuring new devices and software in line with council standards and security requirements.
• Supporting the maintenance and smooth running of digital systems.
• Working with colleagues across Digital Services to identify investigate and resolve technical issues.
• Following ITIL-based processes for Incident Problem and Change Management.
• Providing a professional responsive and customer-focused service to users.
• Escalating more complex technical issues to senior analysts when required.
• Contributing to service improvements and continuous learning within the team.

What were looking for

We are looking for someone with excellent customer service skills a positive attitude and an interest in technology. You will be able to demonstrate:

• Good communication and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• The ability to manage and prioritise a varied workload.
• An organised and methodical approach to work.
• The ability to work independently and as part of a team.
• Experience or an understanding of supporting end users in a digital or ICT environment.
• A willingness to learn and develop new technical skills.
• An understanding of digital security principles and good IT practices.
• Experience configuring and supporting devices software and digital systems would be advantageous.
• Awareness of ITIL principles or service management practices would be desirable.

Technologies you may support

The role offers exposure to a wide range of technologies and business systems including:

• Microsoft 365 Active Directory Azure Intune and Endpoint Management.
• Oracle Fusion and LiquidLogic applications.
• ServiceNow and other corporate business applications.
• Windows 10 and Windows 11 devices.
• Android and iOS mobile devices.
• Printing scanning and other end-user technologies.
• Digital services used across Lancashire County Council and partner organisations.

For full details of the accountabilities and responsibilities attaching to this role please refer to the Job Description & Person Specification.

For an informal discussion about this role please contact:

Why join us

This is an excellent opportunity for someone looking to start or develop a career in ICT support. Youll gain experience across a broad range of technologies while working in a customer-focused environment supported by experienced colleagues who will help you develop your technical skills and knowledge.

Lancashire County Council also offers a range of benefits found on our websitehere.

This is a hybrid role based at County Hall Preston combining office and home working.

We do not hold a sponsorship licence and can only consider applications from candidates who are legally entitled to work in the you do not have the right to work in the UK your application will not be considered.

We reserve the right to close down a vacancy early before the closing date if we receive sufficient applications.

Job Description and Person Specification