Technical Support Analyst 2nd Line
Technical Support Analyst 2nd Line
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Job Description
Organisation: Leicestershire County Council
Work Location: Leicestershire County Council County Hall Glenfield Leicester LE3 8RA
Worker Category: Hybrid Worker - Expectation to work primarily from the office.
Salary: 31074 to 33294 per annum (pro-rata for part-time) (Grade 9)
Working Hours:37 hours - Monday to Friday 9am to 5pm (Alternate weeks - 8am to 4pm).
Contract Type: Permanent
Closing Date: 1st August 2025
Interview Date(s): August/September 2025
We are looking for talented forward-thinking individuals that have a passion for IT to help us develop and strengthen our IT Service Desk capabilities within our organisation enabling our customers to succeed.
Are you a customer focused individual that gains satisfaction from the reward of investigating and resolving technical challenges
Do you want a job where no two days are the same
Are you looking for a rewarding career where you can make a difference
About the Role
The successful candidate will work within our 2nd line team of experienced Technical Analysts providing support in our fast-paced Service Desk environment reporting to our Service Desk Team Leaders.
In this post you will have the opportunity to expand your knowledge and experience of IT related issues delving into technical intricacies along with the deliverance of resolutions that are presented to us by our customers and colleagues.
A key aspect of the role is communication with customers partners and the organisation where needed. Being clear and concise in managing expectations by providing a quality customer service experience. This will entail taking ownership of any issues discovering and implementing resolutions and keeping the customer always informed.
In joining our ICT Service Desk team you will enable our council employees to make the most of their digital skills and capabilities supporting them to provide greater value to the constituents of Leicestershire.
About You
To apply for this post you must:
- NVQ level 2 in an ICT related field plus experience (or equivalent) and of working individually and collaboratively with technical and professional staff along with the ability to communicate complex issues both verbally and in written format in a concise and easy to understand manner.
- Have demonstrable experience of providing 2nd line incident resolution and request fulfilment services received through 1st line and management escalation processes and a desire to become an expert on the services and technology you support and maintain. While developing and maintaining an up-to-date knowledge of relevant ICT subjects applicable to the current and future needs of the council.
- Be able to provide Customer Excellence with compassion while managing customer expectation throughout all levels of the organisation.
- To be proactive in providing service delivery technical support request fulfilment technical instruction and digital up-skilling of service customers across various locations within Leicestershire.
- Hands on experience of working within a technical support environment to deliver deploy and maintain hardware software and mobile technologies.
- Excellent analytical and problem-solving skills.
- Participate in the Knowledge Management process producing documents for the Service Desk Knowledge Base.
You must also have an understanding of and commitment toequality diversity and inclusion.
In addition we also expect you to shareour commitment to our valuesand will ask you to evidence when you have demonstrated them as part of the selection process.
Reasonable adjustments will be considered for applicants with a disability.
Interested in Flexible Working
We are keen to support employees to balance their working life with other commitments. Therefore wherever possible we will consider working arrangements that suit an individuals personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role please contact the person named below. This may include requests for term-time working part-time hours compressed hours flexible start and finish times home/remote working etc.
Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the Our Working Stylespage on our career site.
For more information or an informal discussionplease contact:
Andrew Tongue - Technical Support Lead Customer Support Team
How to Apply
Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the About You section above will be offered an interview under the Disability Confident Employer Scheme.
To apply for this job please click on the apply button. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the About You section above. For more information see the How to Applysection on our career site.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore if you are interested please submit your application as early as possible.
If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format please contact our Employee Service Centre by telephoning0(select option 2) or raising a ticket via our online portal: applying for this post you agree to ourTerms and Conditions.
Required Experience:
IC
Employment Type
Full-Time
