It Support Officer X 2 - Digital Services

What's involved with this role:
Temporary IT Support Officer x 2 - Digital Services
Reference no: Brent 5247536
Pay Rate: £18.66 per hour PAYE
Hours per week: 35 Monday – Friday, normal working hours
Role Length: This opening assignment is for 3-4 months
City: Southwark, London
Basic DBS disclosure is required for this role
Support and maintain the existing ICT infrastructure for the shared service, covering all four areas of client, datacentre, voice & data network and application support, but with additional specialisation in one of the areas. 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.
Key Requirements:
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.
Provide cover and/or work on projects outside normal working hours (08:00 to 18:00) and on occasion at weekends.
Accurately and clearly document fixes to technical issues and update the IT knowledge base, enabling their colleagues to quickly resolve any future occurrences of similar issues using this documentation.
Document adequate information on call resolution to enable the further analysis of calls handled by Shared Technology Services but also to ensure the customer receives quality feedback in relation to their call.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Qualifications:
Evidence of on-going professional development.
Knowledge & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Experience of working in a technically complex IT environment.
Experience of working for a local authority/ public sector organisation would be an advantage.
Knowledge of the IT Infrastructure Library (ITIL) framework.
Working knowledge of hornbill, m365 environment and experience of imaging and repairing of laptops and setup of ios devices via intune.
Broad understanding of Datacentre Support Team skillset, including
Broad understanding of Messaging and Collaboration systems Team skillet.
Broad understanding of Voice & Data Network Support Team skillset.
Skills & Abilities:
Good customer service skills and a team player. Working on the service desk you will be required to resolve as many tickets as possible at first touch.
Able to diagnose and resolve practical problems.
Able to prioritise a workload and focus on necessary tasks.
Ability 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.
Ability to effectively liaise with 3rd party organisations to resolve technical issues.
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Job Ref: Brent 5247536
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.