ICT Support Analyst – Maldon District Council

Overview

In this role you will provide specialist ICT advice and support to services, acting as the key liaison between business units and the ICT service. You will help enable effective use of ICT systems to support service delivery and customer outcomes. You’ll contribute to identifying and implementing ICT solutions that meet needs and ensure timely handling of enquiries and incidents. You’ll work with colleagues and suppliers on small projects, while modelling professional values and wellbeing. This is an opportunity to influence service delivery in a local authority setting with a strong customer focus.

Pay / Benefits

• Local Government Pension Scheme
• generous holiday entitlement
• flexible and agile working
• employee assistance programme
• cycle to work scheme
• salary sacrifice car lease scheme

Responsibilities

• Act as a primary contact between service areas and ICT service, translating business needs into ICT solutions
• Provide specialist guidance on ICT systems and digital tools aligned with policies
• Log, manage and progress ICT incidents, requests and cases with timely resolution and escalation
• Support small ICT projects, system changes and service improvements with colleagues and suppliers
• Maintain accurate records of cases, actions and outcomes in ICT systems
• Assist with the implementation of new systems, upgrades or changes including testing and user support
• Contribute to service improvement by identifying recurring issues and opportunities
• Collaborate within the ICT support team to deliver a consistent, customer-focused service

Key requirements

• Experience in IT support, digital services or systems support in a customer-focused environment
• Experience of managing IT incidents, requests or cases and meeting service levels
• Ability to communicate technical information in practical terms
• Willingness to learn and develop technical knowledge to meet changing business needs
• Understanding of incident, request and case management processes
• Knowledge of information security and data protection policies and procedures

• Clear and professional communication
• Customer-focused mindset
• Strong organisational skills
• Microsoft Office 365 suite (Outlook, Teams)
• Experience with IT service management systems
• Understanding of incident, request and case management processes

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