Job Title: Technical Support Officer
Location: Harrogate
Salary: £19,945 – £21,666 per annum
Job type: Full time, Permanent
Closing Date: 2nd July 2019
The Role:
To work flexibly within the Support & Maintenance or Delivery Team, contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service to the Council.
Job Duties:
ICT & Support & Maintenance:
- To support the delivery of the overall ICT work programme
- To support the delivery of Strategy for Success projects and other projects of corporate significance
- Development of ICT culture that is customer and performance focused and is delivered in line with the Council’s values and behaviours
- Delivery of strong performance management framework
- To support the work of the ICT Service Management Team by assisting where appropriate in the development of strategy, service planning, financial planning and development of the effectiveness of overall team
- To work flexibly across the ICT Service to deliver the ICT Strategy and work plan and to support ICT to deliver programmes and projects as required
Technical Support:
- To deploy, monitor, maintain, upgrade and support all business critical ICT systems, infrastructure, hardware and software
- Contribute to the delivery of BAU
- To respond to enquiries from colleagues, service providers, site personnel, external vendors etc., to provide technical assistance and support
- Log and escalate calls received via Email/telephone/Service Desk application
- To maintain systems and security protocols to ensure compliance with any national, local and organisational standards
- To procure and order ICT goods and services
- Ensure ICT policies and procedures are followed by all colleagues and the Council as a whole
- To trouble-shoot, and respond to technical incident Service Desk calls within agreed performance levels
- Supporting of council’s staff regarding the appropriate use of corporate hardware and software
- Assisting with the supervision and training of new staff and work experience students, checking quality of work produced
- Assist customers within a time sensitive and challenging environment
- Maintain the asset management of all council’s ICT equipment
- Assist all ICT colleagues where ever appropriate
Other:
- To keep up to date with training and development and have an active training and development plan in place
- To support and input into, where appropriate, ICT plans
- Business continuity planning and disaster recovery
- ICT security management and compliance with mandatory standards
- Knowledge management and skills transfer
- Contract management, procurement and budgets
- Customer and business relationships
- This is not a complete statement of all duties and responsibilities of this post
- The post holder may be required to carry out any other duties as directed by the Support & Maintenance/Delivery Manager which are commensurate with the level of the post
- The accountabilities outlined in the job description will be supplemented by annual key objectives which will be developed and reviewed with the post holder as part of the annual appraisal process
Key Requirements:
Essential
- Experience of working with and developing effective relationships with stakeholders/ customers
- Experience of working within an ICT service team, with good technical knowledge
- Evidence of continuous professional development
- Good understanding of procurement rules
- Understanding of mandatory standards for ICT
- Business Continuity and Disaster Recovery
- Engaging and positive ‘can do’ attitude
- Personal resilience, flexible and proactive
- Ability to work collaboratively, both internally and externally – a team player
- Effective customer care skills, including how to understand, deliver and manage customer expectations
- Strong organisational and time management skills with the ability to work under pressure, being self-motivated and able to use initiative under minimal supervision
- Ability to recognise and manage risk
- Ability to problem solve
- Excellent communication, negotiation and interpersonal skills
- Will be required to work outside normal working hours on occasions
- Willing to undertake training and continuous professional development in connection with the post
- Work in accordance with the Council’s values and behaviours
Desirable
- ICT related qualification
- Driving licence
Please click on the APPLY button to complete the application form, attach your CV and Covering Letter for this role.
Candidates with the relevant experience or job titles of; Technical Support Officer, IT Systems Engineer, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st/2nd Line Helpdesk Engineer, IT Support Technician, 1st/2nd Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, IT Systems Engineer, IT Systems Support, Infrastructure Support Officer, Technical Support Engineer, IT Systems Support Technician may also be considered for this role.
