User Support Analyst

Our Values

In line with our One Coventry Values we strive to have a workforce that reflects our local communities and welcome applicants from all sections of the community. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles. 

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

About the team we are recruiting to

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Coventry City Council’s ICT & Digital service is a busy, vibrant and innovative service responsible for delivering key enabling and transformational services for the wider organisation, city and external partners.

In a nutshell we provide the organisation with the digital technology, be that laptops or systems, to enable people to do their jobs in a modern and efficient way. We support over 5500 corporate users and their PC’s, roughly 400 servers (the machines that run our corporate systems), roughly 300 systems and all the relevant infrastructure components that make all the above work and remain secure. In addition to this we offer ICT support services to a significant number of school staff.

Our work spreads beyond the Council and to the wider City and region through our Digital Coventry strategy. This is a strategy which looks outside of the organisation and to how Digital technology and innovation promotes Coventry as a place to live, learn, work, innovate and do business. This strategy is directly linked with the Council Plan and supports many of the vision statements aligned with “Globally connected”, “Locally committed” and “Delivering our priorities”.

If you think Digital and local government might be a bit “old school”, think again. Innovation is at the heart of everything we do and, as a service, we are currently working on programmes of activity which include 5G, Artificial Intelligence, Augmented Reality, Virtual Reality, ChatBots, Process Automation, Connected Autonomous Vehicles…..the list goes on.

We are part of the national LocalGov Digital movement that has the aim to aid the delivery of better, cheaper local services by councils across the country, through the re-design of services around the capabilities the internet and digital technology provide.

What is the job role?

Working in the User Support Team is exciting, varied, and challenging. We are the main contact for all IT questions from staff across the Council as a whole including, Schools, Libraires, Adult Education and Member Services. This can include anything from a simple password reset to troubleshooting connectivity problems or collaborating with a project team, implementing a very complex system. We build and deliver hardware using smart locker technology and we strive to offer the best service to everyone, whether on the phone or through our ticketing system. We always prioritize the customer when resolving their IT issues. The aim being to fix at first point of contact.

Who are we looking for?

Our User Support Team needs a dedicated, enthusiastic, and reliable person to join us. If you have shown that you can work in an IT Service Desk/Support Customers in an IT environment, have an interest in Office 365 and Windows 10/11, enjoy helping end users and resolving IT issues, this might be the ideal job for you.

Your role is to give phone support and handle self-service ticket requests from Coventry City Council service areas. You will help computer users with software and hardware issues and provide new services as requested.

You will need the following:

Office 365 skills, especially Teams, Outlook, OneDrive, and SharePoint. Azure, Active Directory and Windows 10/11

Ability to handle customers' IT problems on the phone.

Common sense and logic in diagnosing laptop/mobile phones/software or any other IT issue.

Good communication and documentation skills.

Awareness of working in a local authority an IT Service Desk or User/Customer Support environment.

Technology is changing quickly in the council, so you will need to be flexible and adaptable to different situations and customer needs. You will also need to constantly evaluate yourself and the team to see how you can improve the service you offer to our customers.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'

Interview date(s): Week commencing 11th March 2024

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.
At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies

Coventry City Council