2Nd Line Support Analyst

2nd Line Support Analyst

Fixed Term, Full Time

£28,781 to £33,861 per annum

Location: Chelmsford

Working Style: Anywhere worker

Please note that this position is being offered as a 6-month Fixed Term Contract or Secondment.

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.

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 Experience You Will Bring

Essential:

• Educated to A Level or equivalent in experience in a relevant subject
• Hold ITIL Practitioner level accreditation or equivalent professional qualification
• Evidence of continual professional development to keep pace with technical and business change that meet defined SFIA V7 competencies.
• Able to demonstrate good experience in a 2nd Line Analyst/Engineering or Service Desk role preferably working within a large Local Authority or with a Service Provider providing 2nd Line Analyst/Engineering or Service Desk services.
• Must hold a valid and full UK Driving License.

Desirable:

• Must demonstrate a track record of working within effective teams delivering high quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use.
• Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301, ISO/IEC 20000, PRINCE2 and MSP.
• Good written, verbal communication and presentational skills.
• Good customer service skills.
• Previous experience working in an IT role, supporting a medium to large organisation with various sites across a large geographical area.
• Experience with ITSM tools, Windows 10, Active Directory, Office 365 applications.
• Previous experience with Deepfreeze and Netloan applications.
• Previous lone working experience.

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

Why Essex?

Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England's oldest town, Colchester, and two of its newest - Basildon and Harlow - are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us.

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email ami.fosker@essex.gov.uk

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