It Support Officer

Our local authority client based in South London are urgently seeking an experienced IT Support Officer.

£22.41 an hour PAYE

Job Purpose:

1. Support and maintain the existing ICT infrastructure for Shared Technology Services, covering all four areas of client support, datacentre, data network and messaging & collaboration support, but with additional specialisation in one of the areas.
2. Work on a rota basis covering call triage, call resolution & escalation, on-site support across all shared service sites, project related work, and provide cover for colleagues in other teams as and when required.

Principal Accountabilities and Responsibilities:

• Monitor incoming queues on the IT service desk system perform initial triage of all calls and assign to correct team
• Take ownership of and resolve calls in line with service level agreement(s).
• Identify problems, log problem records and communicate appropriately.
• Log changes, providing adequate information and ensuring change records are kept up to date.
• Provide on-site support across all sites supported by Shared Technology Services.
• Build and/or delivery of end user equipment, collection of equipment for repair or disposal, office moves.
• Work on complex technical projects implementing changes to Shared Technology Services infrastructure.
• Be part of virtual teams working on specific assignments.
• Provide cover for colleagues in other teams as and when required.

Experience  

• Experience of working in a technically complex IT environment.

Skills and abilities  

• Able to diagnose and resolve practical problems.
• Able to prioritise a workload and focus on necessary tasks.
• Able to adapt quickly to new developments in software and hardware.
• Resourceful – able to fully utilise available tools to affect an efficient resolution to a problem.
• Able to communicate clearly and effectively with staff at all levels in the organisation both verbally and in writing.
• Able to manage and work on projects to tight deadlines and budgets.
• Able to train technical and non technical personnel.
• Able to effectively liaise with 3rd party organisations to resolve technical issues.

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful.