Technical Support Analyst
Hours: 37.0 Hours per Week
We are looking for Technical Support Analysts to join our busy, customer focussed frontline ICT Service Desk, providing a first point of contact for service users, triage of incidents and technical support.
As a Technical Support Analyst you will take wide ranging queries by various sources including telephone and email, recording customer details and where issues cannot be resolved, escalating them to second line support teams.
To be successful in this role you will already possess relevant knowledge and experience in a similar role. You will have a thorough understanding of IT and its associated technologies specifically Microsoft Office applications. Exceptional customer service skills, being able to communicate effectively on the telephone, face to face and in writing is also important.
In return, we offer you the opportunity to work with a large, friendly and supportive team and to further develop your experience and skills by helping us make a difference to the services we deliver to our customers.
And working for Solihull means that not only can we can offer you a great working environment but also a range of benefits including a generous annual leave entitlement, flexible working options, attractive staff discounts, and a career average pension scheme.
We are currently implementing our Smarter Ways of Working as we recognise that work is what you do and not necessarily where you go. Our aim is to balance the needs of our employees with service delivery and, for the majority of our roles, to enable our people to be able to work remotely wherever possible
Our Service is available Monday to Friday between the hours 08:00 and 17:15 and is operated on a team rota basis. As part of this rota you will be required to work from the Council House.
To apply, please click on the link below. If you have a specific question or require further information regarding this post, please contact Alyson Glenn, Service Delivery Manager, on 0121 704 6327 or email firstname.lastname@example.org
Interviews will be held week commencing 24th May 2021 using a secure video conferencing platform. As part of the selection process you will also be required to undertake an assessment by telephone .
Please note we do not accept CVs.
The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Not Required .
This post requires the following Disclosure and Barring check: Not required .
Solihull Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees - a place where we can all be ourselves and succeed on merit.
Solihull Council has a responsibility for, and a commitment to, safeguarding and promoting the welfare of children, young people and adults at risk and requires all staff and volunteers to share this commitment.
Job description and person specification