Lancashire County Council
ICT Support Analyst
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Salary £25,949 - £25,989 per annum | 37 hours per week | Permanent, Full Time
ICT Support Analyst
We have an exciting opportunity for a new team member to join our frontline Digital User Experience Service, supporting Lancashire County Council and partner organisations.
As an ICT Support Analyst, you will provide first-class technical support and customer service, helping users access and make the best use of the council's digital services. You will be part of a busy and supportive team, handling a wide range of technical queries and service requests while working closely with colleagues across Digital Services.
What you'll be doing
- Providing technical support to customers through digital, email, telephone, and face-to-face channels.
- Diagnosing and resolving a range of hardware, software, and device-related issues.
- Logging, tracking, and managing incidents and service requests using IT Service Management processes.
- Setting up and configuring new devices and software in line with council standards and security requirements.
- Supporting the maintenance and smooth running of digital systems.
- Working with colleagues across Digital Services to identify, investigate, and resolve technical issues.
- Following ITIL-based processes for Incident, Problem, and Change Management.
- Providing a professional, responsive, and customer-focused service to users.
- Escalating more complex technical issues to senior analysts when required.
- Contributing to service improvements and continuous learning within the team.
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What we're looking for
We are looking for someone with excellent customer service skills, a positive attitude, and an interest in technology. You will be able to demonstrate:
- Good communication and interpersonal skills.
- Strong troubleshooting and problem-solving abilities.
- The ability to manage and prioritise a varied workload.
- An organised and methodical approach to work.
- The ability to work independently and as part of a team.
- Experience or an understanding of supporting end users in a digital or ICT environment.
- A willingness to learn and develop new technical skills.
- An understanding of digital security principles and good IT practices.
- Experience configuring and supporting devices, software, and digital systems would be advantageous.
- Awareness of ITIL principles or service management practices would be desirable.
Technologies you may support
The role offers exposure to a wide range of technologies and business systems, including:
- Microsoft 365, Active Directory, Azure, Intune, and Endpoint Management.
- Oracle Fusion and LiquidLogic applications.
- ServiceNow and other corporate business applications.
- Windows 10 and Windows 11 devices.
- Android and iOS mobile devices.
- Printing, scanning, and other end-user technologies.
- Digital services used across Lancashire County Council and partner organisations.
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For full details of the accountabilities and responsibilities attaching to this role please refer to the Job Description & Person Specification.
For an informal discussion about this role, please contact: Stephanie.Smith2@lancashire.gov.uk
Why join us?
This is an excellent opportunity for someone looking to start or develop a career in ICT support. You'll gain experience across a broad range of technologies while working in a customer-focused environment, supported by experienced colleagues who will help you develop your technical skills and knowledge.
Lancashire County Council also offers a range of benefits, found on our website here.
This is a hybrid role based at County Hall, Preston, combining office and home working.
We do not hold a sponsorship licence and can only consider applications from candidates who are legally entitled to work in the UK. If you do not have the right to work in the UK, your application will not be considered.
We reserve the right to close down a vacancy early, before the closing date, if we receive sufficient applications.
Job Description and Person Specification [https://lancashire-county-council-umbraco-sites.uksouth01.umbraco.io/media/3qbjs3la/lcc_g4_assistantusersupportanalyst_jd_v01-2.pdf]
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