IT Service Desk Analyst

Contract Type: Permanent

Working Hours: 37 hours per week

Worker Type: Hybrid Worker with a higher percentage of office work than home working

Salary: Starting Salary is £27,711 (Level one) rising to £30,060 (Level four)

Location: Loxley House, Station Street, Nottingham, NG2 3NG

We've got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you've been looking for? Read on to find out more.

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

About the Role

The IT Service is looking for a friendly and outgoing person, who possesses substantial proven experience of working in a front-line IT Service Desk role, to help in supporting over 6,000 employees and partners located across various sites in and around the City of Nottingham. This is an exciting opportunity to work in the IT Service, providing a high level of customer service on a busy front line IT Service Desk, learning new skills, and supporting a variety of hardware, software and services for internal customers and partner organisations.

About You

The ideal candidate will:

• Utilise a variety of technological tools to investigate, diagnose and fix issues.
• Where appropriate, forward specialist technical support issues to the appropriate team within the IT Service.
• Possess excellent troubleshooting skills to triage end-user hardware, operating system, basic network, server access and voice communications problems.
• Provide 1st time fix resolutions and support an IT repair service for customer's laptops, tablets, mobile phones and software issues and administration for various in-house systems in creating/amending/deleting user accounts, password resets and various other tasks.
• Deal with internal customers over the phone, face to face and via self-service support tickets.
• Have good customer service and deal with general IT enquiries and have excellent communication skills while keeping the customer informed.
• Have an understanding of Network Security, Information Security and Data Protection.

Applicants should submit their CV and covering letter as one document outlining how their current skills, knowledge and experience meets the essential criteria listed below. Applicants should remove any personal details from their CV and Covering Letter (including their name), as part of our commitment to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed.

In addition to the above, the ideal candidate must be able to work to a rota, which covers the Service Desk working hours: Monday to Friday 08:00 - 17:00.

ESSENTIAL REQUIREMENTS:

• Possess substantial proven experience of working in a front-line IT Service Desk role.
• Experience of providing Active Directory, Microsoft Exchange and Azure administration, plus awareness of a wide range of Microsoft technologies such as Windows 10/11, Office 365, along with VoIP and a broad understanding of corporate applications.
• Possess excellent troubleshooting skills to triage end-user hardware, software and operating system issues, basic networking, telephony problems, printing issues and support laptops, desktops, mobile phones and tablet devices.
• Ability to prioritise work and deliver results in a pressurised environment balancing conflicting demands to achieve acceptable outcomes.
• Have excellent customer service and communication skills, along with experience of keeping customers informed with information on updates, known errors, changes in availability, new facilities, etc. in plain English.

Please read the job description here for full details and requirements.

At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working.

Closing Date: 30th April 2025

Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.

Interviews will be held: TBC

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