2nd Tier Service Desk Analysts, Social Care

About the role
We are looking to hire two exceptional people with an interest in the Public Sector, and an affinity for
web development and technology. This is a great opportunity to begin your journey with Idox; you’ll be
on the front line supporting our customers with their questions and building internal networks with our
developers. As an entry point, a service desk role is the best place to hone your skills, to learn what
customers need, and as part of a team, provide them with diagnostic services, problem solving and
sustainable solutions.
Joining Idox as a 2nd Tier Service Desk Analyst opens up a number of career paths including Web
Development, Project Management and Professional Services, consulting and advisory work. As a
member of the Service Desk team within the Public Sector Software Division, a 2nd Tier Service Desk
Analyst also sets out a first class Customer Service career path.
Idox will provide the mentoring and development you need to succeed as a member of our team, so
that you can apply your existing expertise to support our customers. We hope you will continuously
develop your skills and knowledge, taking full advantage of guidance and mentorship from your team
leader and Senior team members.
To join us, you should be a confident communicator with some practical experience in web
development and design, familiar with HTML and CSS and maybe similar technologies such as Java and
Python. You’ll work on high quality, sustainable solutions, which bring tangible benefits to civic life.
Please look at our website to get a feel of the contribution you’ll be making as part of the Idox team:

This particular role supports our Social Care customers and software users. Delivered as software as a
service (SaaS) solutions, Idox hubs and portals enable self-service and provide efficient and easy
access to family, children’s and special educational needs and disabilities (SEND) services. To support
these essential services, you’ll take full ownership of support incidents, fully investigating and
effectively progressing each service ticket to the point of satisfactory resolution. You’ll be keeping all
parties up to date on progress, ensuring that all incident records are accurately logged and fully
completed, paying close attention to compliance, process and recording, as well as fully supporting our

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