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ICT Support Analyst

  • £17.42 per hour
  • Oxford
  • Posted: 11/04/2019
  • Contract
  • Job Ref: 809104836

Job Details

My local authority client based in Oxfordshire is looking for a ICT Support Analyst who can successfully hit the ground running.

To receive and deal with requests for network account creation, deletion or modification calls made to the ICT Service Desk via e-mail, telephone and fax in respect of access to network resources and requests for services.

To resolve incidents or process requests for services are to be logged, classified and appropriate actions taken in accordance with agreed recording procedures. Where necessary, escalate calls requiring additional or specialist input.

The key objective for staff in this post is to secure and maintain accurate records for all staff and 3rd parties requiring access to Oxfordshire County Council's WAN & LAN resources by means of Active Directory and LDAP accounts.

To resolve incidents and restore normal working for users within the agreed SLA target times. The secondary objective is to maximise the number of calls that are resolved on initial user contact. The post holder is responsible for ensuring that all relevant County policies and procedures are adhered to and concerns are raised in accordance with these


It is essential that you will need experience of creating and modifying user accounts using Active Directory.

Key duties will include:

Ensure that all calls, whether received by telephone, e-mail, in person or other means are accurately recorded, reported and that appropriate action is initiated and completed resolution in accordance with defined ITIL processes in use within ICT Services.

Undertake other duties as may be required from time to time to meet the

general needs of the service.

Communicate effectively with staff and partners involved in delivering the service to ensure that service provision is clearly understood and translated into action.

Be part of the Systems Administration Support team providing continuous coverage, over agreed periods, to staff across the County and to Elected Members.

Working within the Systems Administration Team as a Directory Administrator you will control and report on all changes or modification to the Directory structures and containers.

Provide diagnosis and corrective measures in respect of issues or problems logged and where appropriate to escalate to the relevant inhouse staff and or external agencies as appropriate.

Track progress, and monitor actions taken on fault calls, to liaise with individuals and other organisations that provide support, and to escalate action as appropriate.

Work with the corporate "owner" of the Active Directory to develop a service improvement plan.

Proactively monitor the ICT Directories and Infrastructure, gaining knowledge of networks and servers for communicating to users.

This role is initially for 5 months with a view to extend just depending on the business needs.

My client is offering £17.42 per hour, INSIDE IR35.

If you or know anyone who would be interested, please get in contact and send CV's to or call Remy on 0121 230 9111.