service desk analyst.

Start Date: 16 December 2024

About the Role

We are seeking a motivated and skilled Service Desk Analyst to join an ICT team. This position offers an exciting opportunity to be the first point of contact for all ICT-related queries, ensuring technical support is provided promptly and professionally across the organisation.

Key Responsibilities:

• Act as the initial contact for ICT support, handling technical enquiries and incidents via telephone or face-to-face.
• Record, track, and prioritise support requests using the Service Desk Management System (HOTH).
• Resolve issues using remote control technology or on-site visits when necessary. Escalate more complex issues to second-line support or third-party contractors.
• Set up new users, administer accounts in Active Directory, and manage access to software, systems, and equipment.
• Maintain compliance with software licensing and ICT security policies by managing access for new and departing employees.
• Manage ICT assets, including receiving deliveries and updating inventory records.

Qualifications and Experience:

Essential:

• A-Level, BTEC, or equivalent in ICT, or 18+ months of ICT support experience.
• Knowledge of Active Directory, Microsoft 365 suite, and remote access software.
• Strong customer service skills with the ability to communicate effectively and courteously with end-users.
• A full UK driving license with business use insurance for travel to other NFDC sites.

Desirable:

• ITIL Foundation or Practitioner certification.
• Microsoft Certified Systems Engineer (MCSE) qualification.
• Understanding of Azure, Intune, and group policy management.

What We're Looking For

A professional who thrives in a fast-paced environment, champions innovation, and can balance technical and customer service priorities. You'll play a key role in maintaining the Council's ICT infrastructure and supporting the smooth delivery of critical services.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.