First Line Analyst

Job Title:First Line Analyst
Location: County Hall, Hertford / office location will be Robertson House, Stevenage in May 2024 (Hybrid Working)
Starting Salary: £23,500 with the opportunity to progress to £25,979 per annum
Hours: 37 hours per week
Contract: Fixed term 12 months

Diversity: We are an inclusive employer and value a diverse workforce

Are you looking to become a First Line Analyst? This is an exciting opportunity to join our IT Service Centre where you will learn and develop IT skills in order to support Hertfordshire County Council employee’s. Training is provided upon starting, therefore the successful candidate will get a complete understanding of the role and responsibilities within the first few weeks. Whilst there is a main office location, the role has become hybrid as part of an agile working arrangement. The team currently operates Monday to Friday 08:00-17:00 across 2 different shift patterns.

The successful candidate will have a key focus on IT support of incidents and service requests, whilst also dealing with mailbox queries and web chats from end users. The role requires maintaining support/process documentation, providing accurate details when logging tickets, working towards a high first-time fix rate, reviewing the impact/priority of incidents, and escalating where appropriate to the Incident Manager. The successful candidate must take ownership of issues, provide technically accurate solutions to customers, and follow ITIL guidelines. It is vital that the successful candidate can provide a high level of customer service and communicate to stakeholders at various levels within an organisation.

The day in the life of a First Line Analyst presents many challenges, especially given the nature of the role being a frontline service. This position provides a mixture from complex technical issues to resolve, to providing advice and guidance. No two days are the same, as we support 100’s of pieces of software across a large organisation, so the pace can be fast but it can also be rewarding when you are able to help others. The team work individually and collectively, so we are keen to bring in someone that can do both.

The successful candidate should look to have some/most of the following skills, knowledge, and qualifications:

• Experience of a Service Desk, end user support and an interest in IT
• Effective interpersonal skills with the ability to communicate both written and verbally to service users at all levels, colleagues and professionals
• Microsoft Office products e.g. Word, Outlook, Teams
• Windows operating systems
• Mobile devices (Android, Apple)
• Remote control tools
• Remote working solutions (Citrix, VPN)
• Basic understanding of network protocols
• Basic understanding of PC/laptop and printer hardware
• Professional and reliable
• Excellent telephone manner
• ITIL Foundation Qualification (desirable)
• A relevant IT based qualification (desirable)

Have you ever wanted to get a foot in the door into the world of IT? This role will enable you to learn new skills and develop existing ones. We provide a first point of contact service to over 8,000 end users across multiple sites within Hertfordshire. We are currently seeking an individual that is motivated, punctual, has good communication skills, a passion for IT, and enjoys troubleshooting/problem solving.

If this sounds like an opportunity for you, then we would love to hear from you.

Closing Date: 11th April 2024
Interview Date: w/c 22nd April 2024

Diversity: We are an inclusive employer and value a diverse workforce

Benefits of working for us:
• Flexible Working Arrangements (depending on the role)
• Excellent Career Development
• Salary Exchange for Additional Benefits
• Excellent Pension Scheme with Employer Contributions
• Shopping Discounts
• Support Groups & Wellbeing Schemes

Disability Confident: We are proud to be a Disability Confident employerand guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency: The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.

Fixed Term and/or Secondment: This is a Fixed Term or Secondment vacancy. If you work for HCC or any other Local Authority and would like to be considered as a Secondment contract, please ensure you complete the attached Secondment Form as part of your application. If you do not, your application will be considered as a Fixed Term Contract only.