Connect2Kent

Data Analyst/Redaction Assistant

Job description

Connect2Surrey are currently recruiting for a Data Analyst/Redaction Assistant for Surrey council. Information: Full time 1 day per week is required in an office location at one of our 3 main office bases where we provide an IT Walk in Service, this comprises of 2-3 members of the team being on site per day on a rota basis. Interviews will be held remotely via Microsoft Teams. Temporary The IT&D Service Hub (Desk) is the single point of contact for all IT technical support for Surrey County Council. We are a team of 16 staff supporting Surrey's 10,000+ staff in their use of IT. We receive enquiries coming in via the telephone, self service, and also provide an IT Walk in Service for face to face queries in an office location 4 days a week. You will provide a first rate, fist line technical support service to our user base, helping to resolve issues, requests and queries efficiently and professionally, mainly using remote control tools, liaising with colleagues in 2nd and 3rd line teams to ensure a quick and effective response under the agreed Service Level Targets. As a 1st line support technician, you will be responsible for the following daily duties: Provide support for 10,000+ customers by telephone remote support Accurately log incidents and ensure all relevant data is captured whilst logging the incident Regularly update incidents logged on the Incident Management system and provide users with a technical solution Resolve 60% of incidents logged as a First Time Fix (FTF) Escalate incidents where a First Time Fix (FTF) is not possible to other resolver groups Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary


We would expect you to have the following skills/attributes: Be a great communicator both orally and in writing and ensure the highest standards are applied for record keeping and security. Experience as an analyst within a large IT Service Desk providing support via the telephone Windows 10, M365, Citrix and iPhone support experience Experience of using a Call Management System (call logging) e.g. Cherwell, Hornbill, Remedy, TopDesk, ServiceNow Good knowledge of IT platforms, equipment and applications Excellent customer service skills and a strong customer service focus Be team focused, flexible and have a hardworking attitude


Connect2Staff/Connect2Kent, part of Commercial Services Trading/Kent Ltd, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates

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