Technical Support Analyst 2nd Line… at East Midlands… · Leicester…

Technical Support Analyst 2nd Line (Internal applicants only)

Location: Leicestershire, United Kingdom

PLEASE NOTE THIS POST IS ONLY OPEN TO INTERNAL APPLICANTS

Organisation: Leicestershire County Council

Work Location: Leicestershire County Council, County Hall, Glenfield, Leicester, LE3 8RA

Salary: £33,129 to £35,493 per annum (pro-rata for part-time)

Working Hours: 37 hours - Monday to Friday 9am to 5pm (Alternate weeks - 8am to 4pm).

Contract Type: Permanent

Closing Date: 13th November 2026

Interview Date(s): November/December 2026

We are looking for talented, forward-thinking individuals that have a passion for IT, to help us develop and strengthen our IT Service Desk capabilities within our organisation, enabling our customers to succeed.

Are you a customer focused individual that gains satisfaction from the reward of investigating and resolving technical challenges?

Do you want a job where no two days are the same?

Are you looking for a rewarding career where you can make a difference?

About the Role

The successful candidate will work within our 2nd line team of experienced Technical Analysts, providing support in our fast-paced Service Desk environment, reporting to our Service Desk Team Leaders.

In this post you will have the opportunity to expand your knowledge and experience of IT related issues, delving into technical intricacies, along with the deliverance of resolutions that are presented to us by our customers and colleagues.

A key aspect of the role is communication with customers, partners and the organisation where needed. Being clear and concise in managing expectations by providing a quality customer service experience. This will entail taking ownership of any issues, discovering and implementing resolutions, and keeping the customer always informed.

In joining our ICT Service Desk team, you will enable our council employees to make the most of their digital skills and capabilities, supporting them to provide greater value to the constituents of Leicestershire.

About You

To apply for this post, you must be able to evidence in your application how you meet the following criteria:

• NVQ level 2 in an ICT related field plus experience (or equivalent) and of working individually and collaboratively with technical and professional staff, along with the ability to communicate complex issues both verbally and in written format in a concise and easy to understand manner.
• Have demonstrable experience of providing 2nd line incident resolution and request fulfilment services received through 1st line and management escalation processes and a desire to become an expert on the services and technology you support and maintain, Whilst developing and maintaining an up-to-date knowledge of relevant ICT subjects applicable to the current and future needs of the council.
• Be able to provide Customer Excellence with compassion while managing customer expectation throughout all levels of the organisation.
• To be proactive in providing service delivery, technical support, request fulfilment, technical instruction and digital up-skilling of service customers across various locations within Leicestershire.
• Hands on experience of working within a technical support environment to deliver, deploy and maintain hardware, software and mobile technologies.
• Excellent analytical and problem-solving skills.
• Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base.

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

Andrew Tongue - Technical Support Lead, Customer Support Team

Email: Andrew.Tongue@leics.gov.uk

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.

If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.

About Leicestershire County Council

At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone.

Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose.

For further information on what it’s like to work for us and the benefits we offer, please refer to the following:

Our Recruitment Process
Our Organisational Values
Our Employee Benefits
Working for Us