Desktop Support Senior Analyst

INTERNAL APPLICANTS ONLY

Permanent

Ref: IT031

 

Dacorum Council is transforming its ICT infrastructure to align with its recently approved digital strategy. Our digital principles are:

Dacorum in the Cloud - we will use cloud-based systems (where possible) to increase ease of access, reliability and versatility

Mobile First - we will look first to technologies which are mobile enabled, designed to be used anywhere

Configuration not Customisation - we will configure “Out of The Box” solutions wherever possible

Automate, Consolidate, Eliminate - we will automate low-value-add steps or joins in solutions and focus on eliminating manual steps wherever possible

Reuse before Buy, before Build - solutions will be fully exploited, purchased only if necessary and then built only if there is a unique requirement

Data as an Asset - data will be managed to ensure accuracy and quality to support informed decisions and analytical insight

Security and Privacy - no solution will be deployed until we are sure that it complies with legislation and keeps our data safe.

Our wider digital improvement programme aims to support our customer strategy by putting users and customers at the heart of our everything we do:

• Providing the right tools for customers to interact with us digitally where they can so that we can direct our expert resources where they are needed most
• Providing users with the right tools to enable them to be more productive in their jobs enabling them to provide services in the best way to meet customer need.

The Desktop Support Senior Analyst will sit within the Service Desk team to:

• Provide advanced technical support and troubleshooting for all ICT Incidents and Service Requests for the Council and elected members.
• Supporting the IT Support Manager with large scale projects such as the desktop refresh, moving services to the cloud, further development of applications etc.

The Desktop Support Senior Analyst plays a critical role in ensuring the smooth operation of our IT infrastructure by providing advanced technical support for all desktop-related issues. This position requires an in-depth understanding of both hardware and software components, as well as the ability to troubleshoot complex problems efficiently. The Senior Analyst is responsible for managing escalations from junior team members, ensuring that issues are resolved promptly and effectively.

Collaboration is key, as you will work closely with other IT teams, such as the Infrastructure, Applications and Digital teams to address cross-functional issues and implement new technologies. You will also play a significant role in mentoring and training the ICT Trainees, providing guidance and sharing your expertise to help them grow professionally.

Leading the Desktop Support Team, the Desktop Support Senior Analyst will be responsible for developing and maintaining comprehensive documentation, including knowledge base articles, standard operating procedures, and training materials. This documentation will help streamline processes, reduce downtime, and improve the overall efficiency of the IT support team.

Staying current with the latest industry trends and technological advancements is essential for this role. You will be expected to continuously enhance your skills and knowledge, attending relevant training sessions, webinars, and conferences. Your proactive approach to learning and development will help ensure that the Council remains at the forefront of technological innovation.

This is a hybrid role with working pattern being 2 days office based and 3 working remotely. Generous holiday entitlement - outstanding 19.5% employer contribution pension scheme -  flexible working patterns - car salary sacrifice scheme

Applicants must have a driving licence that is valid in the UK. Some out of hours working may be required.  

A Basic check will be undertaken with the Disclosure and Barring Service to ensure that the successful candidate has no relevant convictions.

The deadline for applications will be midnight on the closing date shown in the advert details.

 

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