service desk analyst Oldham, England
Job description
This opportunity is open to internal and external applicants and registered applications of the Get Oldham Working scheme. However, where a meaningful shortlist can be drawn from internal applications in the first instance, and residents of Oldham subsequently, these applicants shall be given priority access to the vacancy in line with the Council's Recruitment and Selection Policy. Please state if you are Registered to the Get Oldham Working scheme or an Oldham Resident in the Knowledge and Experience section of the application form.
Oldham Council
Information Technology
Ref: G4/OL-80897
Contract: Permanent
Salary: £24,496 - £26,845 per annum (Grade 4)
Hours: 37.5 per week
Based: Civic Centre, Oldham, OL1 1UT
Closing Date: Wednesday 12th July 2023
Shortlisting & Interview Dates: TBC.
Job Description & Person Specification.docx
Role Overview:
The role of the Service Desk Analyst is to primarily assist the customer in finding the solution to any IT-based incident or request they have via remote support. The role sits as part of a highly skilled first-line operations team in the Oldham Council ICT department. It is instrumental in connecting all the other ICT departments in delivering excellent customer service and operational support.
Furthermore, you will have the opportunity to assist in embedding ITIL, incident management and service-related processes, providing best practice service management of the Service Desk through first and second-line support for the broad range of systems and technologies that the Council relies on.
Key Responsibilities:
- Remote hardware and software fault diagnosis and fix
- Support and troubleshoot Microsoft Windows 10, Microsoft Office 365, and any other authorised desktop applications directly or via Microsoft's System Centre Configuration Manager (SCCM) and Microsoft InTune.
- Ensuring all incidents and requests are dealt with within agreed SLAs in order to meet the measured KPIs
- Ensuring users are kept updated on the status of their support/request query through to resolution
- Create and maintain support documentation, including processes, procedures, user guides and known errors, whilst contributing to a working knowledgebase
- Monitor identity and access management, including monitoring for abuse of permissions by authorised system users
- Liaises with stakeholders concerning cyber security issues and provides future recommendations
- Works closely with the Cyber Security team and Information Governance team to advise on security policy design and implementation
Key Requirements:
To succeed in this role, you will need as a minimum:
- Willingness to work towards a formal qualification applicable to a remote technical support role. (Essential)
- Experience of working within a customer-facing service role
- CompTIA A+ (Desirable)
- Microsoft Certified Technology Specialist (Desirable)
- Experience in working to targets within Service Level Agreements (Essential)
- Experience and knowledge of Office 365 and Microsoft SharePoint (Essential)
- Previous track record in technical problem-solving in the workplace (Desirable)
Oldham Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.
If you would like support with this application, an interview or interested in looking at any courses that could help with this position please get in touch with Get Oldham Working - Get Oldham Working registration form - Oldham Council
NB. - Any candidate that meets the criteria of our Guaranteed Assessment Scheme and meets the essential criteria of the role, will be guaranteed the first stage of assessment (whether that is an interview or another assessment, as appropriate).
Our Guaranteed Assessment Scheme supports candidates with disabilities, carers, those who are aged 24 or under and have previously been in or currently in care, and those whose last long term substantive employer was the Armed Forces.
Diversity and Inclusion:
At Oldham Council, we are committed to creating a fair and inclusive workplace that is as diverse as the communities we serve. We aim to develop a culture of respect, where differences are recognised regardless of background. We aim to be an employer of choice by engaging in fair and open recruitment processes and Applications are encouraged from all communities across the borough to create a workforce that represents the diversity of our population.
About Us:
Oldham is committed to developing a Co-operative future; one where citizens, partners and staff work together to improve the borough. Anyone joining the council is coming into an ambitious organisation with big plans. We are working hard to build a brighter future for our borough and we need people from a wide range of backgrounds to continue delivering the best for our communities.
The Council has a clear set of Values and Behaviours, our Values outline how we do business and we share these borough wide with our residents, partners and businesses. Internally we have translated these values into five cooperative behaviours which outline the priority areas of focus for all staff at all levels. You can view the Values and Behaviours on our Greater. Jobs pages Working for Oldham
For details of how we use your data please see our Privacy Notice
Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for an at risk employee, it can be pulled back at any point up to the post being formally offered to an external candidate or an internal candidate that is not at risk of redundancy.
Right to Work in the UK from 1st July 2021.doc
