2nd Line Support Analyst

Fixed Term, Full Time

£28,781 to £33,861 per annum

Location: Chelmsford

Closing Date: Tuesday 5th November 2024 at 11.59pm

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.

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.

Desirable:

• 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 customer service skills.
• Previous experience working with ITSM tools, Windows 10, Active Directory and Office 365 applications.

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.