ICT Systems Support Analyst

We are seeking a System Support Analyst to work within the ICT System Support Team helping them to deliver and support critical business systems and services. We are looking for a dynamic, forward thinking, enthusiastic person to join a dedicated team that is committed to providing a first class ICT service to the 3500 plus staff across the council. You will help provide support for a range of business critical software systems used to deliver services to the general public and internal customers. You will deal with problems as they arise and, working on your own initiative and with other ICT colleagues, ensure a satisfactory resolution within SLA timeframes.You should be able to demonstrate high levels of customer service, have a good standard of written and oral communication and possess a logical approach to problem solving. You will be an excellent team player who is happy to take ownership of a problem and see it through to a successful conclusion. We can offer the right person a great deal both in terms of career development and a great work life balance.Your core responsibilities as the successful applicant will be to:Ensure delivery of system security, resilience, operational support and managed change of/to the Council's corporate and directorate ICT systems and to advocate and adhere to the processes implemented by the Infrastructure and Security Manager.Ensure that all regular and fixed tasks carried out by the team are completed accurately and on time.Maintain system support processes and check that all requests for support are dealt with according to agreed procedures. Use system management software and tools to investigate problems, collect performance statistics and create reports as requested.Deliver significant changes, upgrades, and new installations of corporate systems on behalf of the business ensuring systems meet business requirements working under the guidance of the Senior Change Management Practitioner or Change practitioner for major critical corporate system.Within a broad area of competence, investigate problems and other requests for support and determine and recommend appropriate actions to takeDevelop, test, deliver and maintain and provide ad hoc management information as requested to Senior Officers by any and all available means e.g. SQL, and other reporting toolsYou will be comfortable working in a busy, challenging and varied team environment and be able to multitask and handle and resolve conflicting priorities.You will be an excellent team player who is happy to take ownership of a problem and see it through to a successful conclusion.You will have experience and skills in the following areas:demonstrable relevant experience within a complex and varied ICT Infrastructure supporting multiple critical business systemsAn understanding of information technology and information systems in a terminal server or Citrix environmentExcellent fault analysis and resolution skills to meet the demands of supporting customer requirements by resolving faults which impact on the corporate and departmental business and information systemsAbility to gather and analyse data, compile information and prepare reports as appropriate for particular audiencesAbility to examine and re-engineer processes and implement new proceduresSound analytical and problem solving skills with the ability to assist in devising and implementing new and improved solutionsusing SQL data extraction toolsMicrosoft Structured Query Language reportingThe role will suit ambitious individuals wanting to work in a highly regulated ICT environment looking for the next career move.This role is suitable as a job share opportunity.The postholder will have access to secure government sites or email. In order to use these systems, the Cabinet Office requires the HR Team to carry out Baseline Personnel Standard Security (BPSS) checks.Hybrid working arrangements are available for this role. Each role at CYC is different and your working arrangements will be determined based on the requirements of the role and in collaboration with you and your needs as part of the recruitment process. Your contractual location will be the designated council office for your team.The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition we also offer a growing range of discounts, rewards and savings.For further information or an informal discussion please contact Philippa Smith (ICT Systems Support Team Leader) at Philippa.smith@york.gov.uk or on 01904 552916.Closing date: Friday 14 November 2025 at 12 midnightInterview date: Week commencing Monday 24 November 2025