Job Description
Job title: Service Desk Analyst
Section: Digital Services Division | Digital Operations Unit
Reporting to: Service Desk Manager
Salary and grade: £23,620 - £26,845 per annum (Grade 5)
Hours per week: 37 hrs
Contract type: Permanent
Location of post: Hybrid
Job category/type: Digital, Data and Technology
Application closing date: 09/06/2023
Benefits
- 24 days holiday entitlement, rising to 31 after 5 years’ service
- 8 bank holidays plus one extra statutory day
- Local Government Pension Scheme
- Cycle to Work Salary Sacrifice Scheme
- Relocation Scheme (subject to conditions)
- Hybrid Working (for some roles)
For more information on the benefits refer the link - https://www.npt.gov.uk/30971
Main purpose of the post
Neath Port Talbot’s vision is for the county borough to be a place where everyone has an equal chance to get on in life – a place where people want to live, learn and work and bring up their family.
Through the innovative use of digital, data and technology, we will transform the Neath Port Talbot experience for all our citizens, businesses, staff and visitors.
The service desk analyst interacts with customers and will perform tasks such as taking calls from customers and trying to resolve their queries, while knowing when to escalate issues to the Senior Infrastructure Support Engineer.
Applicants must attach a current CV to their application. Within the same document, also include a separate covering letter (of no more than two sides of A4) explaining why you are interested in the position and provide suitable evidence to meet the essentials in the person specification.
Neath Port Talbot’s vision is to ensure all children get the best start in life; all communities are thriving and sustainable; our local environment, culture and heritage can be enjoyed by future generations; and for our local people are skilled and can access high quality, green jobs.
Through the innovative use of digital, data and technology, we will transform the Neath Port Talbot experience for all our citizens, businesses, staff and visitors.
We now have an exciting opportunity for a Service Desk Analyst to join our team.
Reporting to the Service Desk Manager, the service desk analyst interacts with customers and will perform tasks such as taking calls from customers and trying to resolve their queries, while knowing when to escalate issues to the Senior Infrastructure Support Engineer.
Example service specific responsibilities includes:
- Operate the Digital Services service desk and provide customer care by developing customer relationships and contribute to improving the delivery of
- Plan and carry out a range of work activities on hardware or equipment following plans and instructions in accordance with agreed processes.
- Install or upgrade software on any Digital Services system following agreed processes.
- Provide technical advice and guidance on a range of topics, with responsibility for the source and content, to any of the Division’s clients.
- Provide support for Senior Management, Leader, Elected Members, and Foster care families (eCare).
- Maintain and implement system operating procedures and monitoring which can be any combination of equipment, hardware and software.
- Diagnose faults with a known range of causes and assist in the diagnosis of other faults. Identify remedies for a range of technical faults following detailed instructions.
- Carry out systems testing and support others in the testing process.
- Carry out administration of user profiles.
Some of the reasons you should consider joining #TeamNPT Digital Services:
- Supporting the delivery of high-performing public services ✔
- Modern DDaT structure with clear career pathways ✔
- Hybrid working ✔
- Frequent staff development discussions with training you need for your role and to grow ✔
- Good Annual Leave allowance ✔
- Generous Local Government Pension scheme ✔
- Staff discount offers ✔
- Cycle to Work Scheme ✔
- Relocation Scheme ✔
- Life Assurance ✔
- Discounted Gym Membership ✔
If you think that you have the necessary experience and qualifications for this role, we would love to hear from you.
For an informal discussion, please Jordan Gilham on
Phone: 01639 685449 or
Email: [email protected]
This post is subject to a basic DBS disclosure
Neath Port Talbot Council is totally committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment. Our schools/employees are equally committed to ensuring the safety and protection of all children and young people/vulnerable adults and will take action to safeguard their wellbeing.
The recruitment process for this post will be underpinned by rigorous safer recruitment assessment to ensure that children and young people are protected.
Welsh Language skills are not required.
Applications may be submitted in Welsh, applications submitted in Welsh will not be treated less favourably than an application submitted in English.
We offer a guaranteed interview scheme for candidates who have a disability and armed forces veterans.
At Team NPT, we all work together to serve the people, communities and businesses of Neath Port Talbot.
We are committed to providing training opportunities and the professional development of all our employees.
We look forward to welcoming you to Team NPT.
Job Type: Full-time
Salary: £23,620.00-£26,845.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Wellness programme
- Work from home
Flexible Language Requirement:
Schedule:
Work Location: Hybrid remote in Neath
Reference ID: REQ01460