ICT Service Desk Analyst

Location
Coventry, One Friargate, Station Square, Coventry
Salary
£19698 - £23080
Posted
03 Jun 2021
Closes
13 Jun 2021
Job Ref
coventrycc/TP/436/2134
Contact
Resourcing Team
Contract Type
Permanent
Working Pattern
Standard
Hours
Full-Time

Coventry City Council’s ICT & Digital service is a busy, vibrant and innovative service responsible for delivering key enabling and transformational services for the wider organisation, city and external partners.

In a nutshell we provide the organisation with the digital technology, be that laptops or systems, to enable people to do their jobs in a modern and efficient way. We support over 5500 corporate users and their PC’s, roughly 400 servers (the machines that run our corporate systems), roughly 300 systems and all the relevant infrastructure components that make all the above work and remain secure. In addition to this we offer ICT support services to a significant number of school staff.

Our work spreads beyond the Council and to the wider City and region through our Digital Coventry strategy. This is a strategy which looks outside of the organisation and to how Digital technology and innovation promotes Coventry as a place to live, learn, work, innovate and do business. This strategy is directly linked with the Council Plan and supports many of the vision statements aligned with “Globally connected”, “Locally committed” and “Delivering our priorities”.

If you think Digital and local government might be a bit “old school”, think again. Innovation is at the heart of everything we do and, as a service, we are currently working on programmes of activity which include 5G, Artificial Intelligence, Augmented Reality, Virtual Reality, ChatBots, Process Automation, Connected Autonomous Vehicles…..the list goes on.

We are part of the national LocalGov Digital movement that has the aim to aid the delivery of better, cheaper local services by councils across the country, through the re-design of services around the capabilities the internet and digital technology provide.

Our Values

It’s great to know that you are interested in working with us at Coventry City Council. As a prospective employee, it is important that everyone who works for us is committed to our One Coventry values and shares our commitment to becoming a more diverse and inclusive organisation. 

 

Our Values are:

What is the job role?

Non-stop, interesting, challenging, and never dull. That’s what it means to work in User Support. This can range from something simple as a password reset to working alongside a project team, delivering a highly complex system, we provide the highest-quality service to everyone. 

Always putting the customer first.   You will work in a team of talented and supportive staff dealing daily with all IT and non IT queries to ICT & Digital.  Fixing laptops or mobile phone issues over the phone, working through new service requests and incidents via a ticketing system, and signposting customers to guidance notes and other information.  

Who are we looking for?

We are looking for a motivated, passionate, and committed person to work in our User Support Team.  If you have proven experience of working in an IT Service Desk or Supporting Customers in an IT environment, interested in Office 365 and Windows 10, supporting end users and like solving IT problems, this could be the perfect job for you.

You will provide telephone and email support along with managing self-service ticket requests to Coventry City Council and Schools to help to resolve software and hardware problems for computer users and the provision of new services.

You will need the following

  • Good working knowledge of Office 365, Active Directory and Windows 10.
  • Good telephone skills,
  • Good IT triage and diagnostic skills to identify issues quickly
  • Excellent communication and documentation skills.
  • Experience of working in a local authority IT Service Desk or User/Customer Support environment.

Interview dates: 22/23 June 2021

Introduction to Coventry City Council

Coventry is a lively, multicultural city, which embraces old and new. Around the modern city centre there are traces of history everywhere – in the old city walls, the timber-framed buildings and the reconstructed medieval Spon Street. But Coventry has always had an eye on the future, and is now firmly focused on regenerating and re-inventing itself to meet the challenges of the 21st Century. With major developments and new projects taking place right across the city, Coventry City Council is the place to be!

There's a huge buzz about the city – Coventry ranks as the 8th best city to live, work and do business in the UK, and is the UK City of Culture 2021 ! We believe this will help put Coventry on the map for all the right reasons. You can feel the sense of local pride throughout the city as we build towards this momentous year. It also offers a unique, once-in-a-lifetime opportunity to those joining us to play their part in it.

We genuinely believe that Coventry City Council is a special place. You will be joining Coventry City Council during an exciting time to become part of a team that contribute to achieving our visions for the city. We have made our council a place where we look after our people, making sure you're happy in your work and given everything you need to succeed. We've created friendly, welcoming workplaces where everyone is working towards the same cause, providing the best possible services for the city of Coventry.

As a council with improvement at its heart, we’re committed to making life better for the people who live and work in Coventry. We’re equally concerned with the quality of life enjoyed by our people, so by joining us, you won’t just be helping the community, you’ll be helping yourself too.

Not only do you get to work alongside great people that are helping to improve services for our community we offer great benefits too! For your valued contribution we will provide a fantastic benefits package including;

  • Flexible working arrangements
  • Generous annual leave allowance starting at 27 days and rising to 32 days
  • Pay progression through multiple increments
  • Outstanding local government pension scheme
  • Learning & Development with access to certified courses.
  • Access to an award winning Occupational Health Team
  • Vibrant employee networks 

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