Technology Services is focused on ensuring current and future investment in technology to maximise the opportunities to support ECC (Essex County Council) 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 seek to fix incidents within own capability and where not possible escalate to seek resolution.

Main Duties

* 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 kind of experience you might bring

* Educated to A Level or equivalent in experience in a relevant subject
* Hold ITIL Practitioner level accreditation or equivalent professional qualification
* 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 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,
* Good written, verbal communication and presentational skills
* Good customer service skills

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.

We seek the best talent from the widest pool of people as diversity is key to our success.