IT Service Desk Analyst

Salary: Band 7, £29,777 to £33,945per annum

Hours: Full time(37 hours per week)

Contracts:
One permanentposition
One fixed termposition to 30 June 2024, covering for a team member on secondment.

Closing Date: Sunday 18 February 2024, 23:59.

Why come to live and work in Portsmouth?

Portsmouth is a great waterfront city and a vibrant place to live and work. It is an island city with an “inner city” feel, a seaside location packed with attractions and events, and the advantage of fantastic countryside on its doorstep. With fast road and rail links to London, Brighton and major airports, and ferry links to Europe, it is the perfect place to live and work. Portsmouth has a strong history of partnership working and has successfully integrated several local services.

The Role:

As part of the IT Service Desk team, you will provide our customers with first line support over the phone, via email and face-to-face. You will deliver exceptional customer service through the effective triaging, logging, investigation and resolution of IT incidents, problems, and requests. You will manage a team queue as well as your own call queue, act as the first point of contact for telephone calls, email, and face-to-face issues, resolving calls at first point of contact where possible. You will troubleshoot a wide variety of problems and then identify and deliver practical solutions. You will install and support software and hardware and create technical documentation and user guides.

What you’ll need to succeed:

You will be positive and energetic about contributing to team success. You can deliver excellent customer service, conversing at ease with customers and providing advice in accurate spoken English. You will be consistent, supportive, proactive and flexible in the way you deliver, and you will be accountable for delivery of your personal tasks and outcomes. You will be tenacious in pursuing resolution of difficult issues, dealing at times with difficult people and challenging situations, and managing relationships with customers, colleagues, and suppliers. You can create clear, concise documentation. You will have experience of IT Service Desk and using a Service Desk logging system, Active Directory / Windows administration, Windows 10, MS Teams, Office 365, Azure, Exchange Admin, Mobile Device Management i.e. Intune, and others.

You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.

What you’ll get in return:

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

• Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave .
• A fantastic pension which allows you the opportunity to pay in more for that greater return.
• Access to a wide range of training and development opportunities including apprenticeships.
• Extensive wellbeing support through the Employee Assistance Programme
• Discount on travel, travel loans and the bike loan scheme
• Discounts on a wide range of goods and services – access a range of discounts and offers from thousands of restaurants, shops and more.

Additional Information:

The full job profile is attached here

Contact Details for an Informal Discussion:

Contact Christine Thomas, City Help Desk Manager, at Christine.Thomas@portsmouthcc.gov.uk .

A commitment to our values:

We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed. These values set our how we can contribute to the success of the council and our own success as individuals. Learn more about our values and behaviours .

Application process:

We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.

Remember to demonstrate why you are suitable against each of the points described in the ’Who is the Person’points on the Job Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had.

Please ensure you provide your full education history from secondary school, include name/address of establishment, details of relevant qualifications & awarding body.

Please explain any gaps - this is essential for all safeguarding children’s roles.

You may wish to attach an additional letter or document to supplement you application.

We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.