Service Desk Analyst

• Qualification - Qualified or willing to qualify to ITIL v4 Foundation
• BPSS (Baseline Personnel Security Standard) clearance - this post is subject to BPSS checks. You will therefore be required to consent to and comply with BPSS checking requirements prior to commencing in this post. This check involves verification of identity; nationality and immigration status; employment history (past 3 years) and basic criminal record check.

• First line telephone and technical support
• Logging incidents and service requests
• First line technical resolutions
• First line telephone calls transferred and outbound
• Monitoring new Incidents and requests via different solutions
• Resolving more complex incidents and service requests
• Completing administrative tasks (creating new accounts, file transfers, etc)
• Escalating issues and where appropriate investigate and diagnose
• Act as central point of contact and monitor service requests to other teams and third party service providers
• Provide timely updates to service users on the status of outstanding calls
• On site, face to face support via the Tech Bar 
• Participate in the delivery of projects and tasks
• Operate customer satisfaction follow-up calls and surveys
• Create and maintain high quality, clear documentation of processes, procedures, policies, configuration standards and support guides
• Work on a rota basis to meet demand

• Strong customer service skills: The candidate will be confident in dealing with customers face to face or via the telephone when required.
• Communication: Ability to communicate effectively to MCC staff and colleagues at all levels.  Writes clearly, succinctly and with accuracy. 
• Analytical skills: Is able to absorb, understand, translate and assess complex technical information.
• Planning and organisation: Ability to organise own time effectively, multitask, create work schedules, prioritise, prepare in advance and to known key deadlines.
• Problem solving and decision making: Ability to analyse situations, diagnose problems, identify the key issues, establish and evaluate alternative courses of action and produce a logical, practical and acceptable solution.
• Creative skills: Ability to think creatively and provide innovative solutions to problems. Has the ability to develop new approaches to finding solutions outside of existing parameters.
• ICT skills: Skills to use ICT systems to obtain and analyse data and present it effectively through a variety of ICT channels.
  Teamworking. The candidate will have experience of working in a team and excellent team working skills.

We’re the local government authority for Manchester, and have teams across the city helping to make this a great place to live for everyone. We’re proud to do local government differently, in a city with an international reputation for diversity, creativity, culture and passion. 

When you join us, you’re joining a team of over 7,000 council staff helping to make our ambition for Manchester a reality. Whatever your role, you’ll be supporting our residents and communities to be the best they can be, and helping to build a Manchester that's fairer for everyone who lives, works, volunteers, studies or plays here. 

To make our ambition a reality, every person we recruit needs to play their its part. It takes a certain type of behaviour, attitude and way of working to get Manchester where it wants to be. Our people and partners have agreed five ‘behaviours’ – the grounding for how we must work together and treat one another:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

A career with us means you can be yourself, thrive, and build the career your talent and ambition deserve.

Creating an inclusive team at Manchester City Council 

At Manchester City Council, we strive to create a fair and inclusive workplace that is as diverse as the communities we serve.  We want to further increase the diversity of our workforce, in particular the number of Black, Asian and Minority Ethnic staff and disabled staff at all levels of the Council. This advert is open to all applicants, and we would particularly encourage applications from candidates identifying with one or both of those characteristics.   

If you want to find out more about the role, our ways of working, flexible arrangements or any workplace adjustments, please let us know by emailing [email protected]. If you are invited to interview, we will ask you if you require any adjustments for you to best demonstrate your suitability for the role in the interview process.   

Guaranteed Interview Scheme

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

Accessibility 

As a Disability Confident Employer, we provide support for employees with physical or mental-health conditions, a disability or neurodiversity. Our workplaces are accessible by design, and we make workplace adjustments including providing aids, adaptations and equipment. These, combined with our flexible working policies such as disability-related leave, enable our employees to perform their role, thrive and be their authentic selves in work. 

When you join us 

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role. 

Other relevant information 

Why work for us
Who we are - Manchester City Council 
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