Senior It Support Officer

What's involved with this role:
QAD 1625/1901
Role: Senior IT Support Officer
Contract Length: Anticipated 6 months
Hours: 37.5 hours per week, shift patterns are Monday to Friday: 08:00 to 16:00; 09:00 to 17:00; 10:00 to 18:00
Location: Manchester, M1 4BT
Pay Rate: Pay rate TBC
100% Office Based
DBS required for this role TBC
OH Assessment required for this role
Summary:
The Senior IT Support Officer will provide second line IT support to end users, escalating more complex third line issues as appropriate to other members of the team or third-party providers. The post holder will also manage junior members of the IT Service Desk team, providing on the job training, support and mentorship as well as line management, personal development appraisals and objective setting.
The post holder will have responsibility for supporting IT services across NICE including end user support, hardware and software support, deployment of IT peripherals and devices including AV kit and other IT installations.
The postholder will work with the IT Service Desk Manager to ensure SLA’s and KPI’s are being adhered to, highlighting any areas that are failing to meet SLAs and KPIs and providing mitigating actions. They will manage customer complaints escalating as necessary those that cannot be resolved.
As a Senior IT Support Officer the post holder will identify any security issues in the course of their day to day work, resolving these where possible, recording any issues and escalating complex security issues to the appropriate manager.
The post holder will also develop how to guides for end users and support the IT Service Desk Manager to deliver an annual training programme for end users
The postholder will have extensive knowledge and experience of Microsoft 365, Windows 10, Windows server technology, networking mobile device management solution and Video conferencing is essential with advanced trouble shooting. The ability to manage and lead a team and work effectively as part of a team are also essential.
Responsibilities:
Provide second line IT support for more complex IT issues, completing service desk tickets within the required service levels and escalating more complex third line issues to the appropriate manager or third-party contractor as necessary
Where required, provide line management of a small team of IT Support Officers including objective setting, regular 1-1s, implementation and creation of personal development plans and annual appraisals
Support the IT Support Officers who are dealing with first line support as needed by helping them to prioritise and escalate as appropriate
Develop the skills of the IT Support Officers as necessary on the job or by identifying required training course.
Develop knowledge-based articles to support end users in the use of IT at NICE and support the IT Service Desk Manager to deliver training to end users as instructed
Understand all relevant Service Level Agreements and Key Performance Indicators for the Service Desk and ensure that these are met, escalating extremely complex issues promptly to ensure that tickets are completed within the SLAs and that delays are minimised. The post holder will also highlight to the IT Service Desk manager any areas that are failing to meet SLAs and KPIs and develop and implement mitigating actions.
Manage customer complaints escalating as necessary those that cannot be resolved to the IT Service Desk Manager
Be responsible for second line IT support of hardware and software including deployment of IT peripherals and devices including AV kit and other IT installations
Produce new and update existing documentation of IT processes such as changes to laptop builds to support the further development and improvement of Service Desk process
Provide regular updates to the IT Service Desk team and the IT Service Desk Manager about progress made in relation to service desk incidents
Ensure excellent communication between the IT Service Desk and end users to support a culture of openness and inclusivity
Establish excellent collaborative working relationships with colleagues within the Service Desk team, the wider IT team and Directorate (Digital, Information and Technology) and the organisation as a whole
Support the testing and evaluation of new IT products and solutions proposed by the IT Infrastructure Team and agreed with the IT Service Desk Manager
Identify any security issues in the course of the day-to-day work, recording and reporting them to the IT Service Desk Manager and resolving such issues as instructed by the IT Service Desk Manage
Explain technical issues to non-technical staff and end users and accurately report technical issues to IT Service Desk Manager and third- party suppliers
Report network issues to telecoms and mobile phone providers and act on their instructions
Provide proactive technical IT support to NICE Staff
Ensure service desk tickets are recorded and updated in the correct manner
Support the IT Service Desk Manager to identify trends in support requests, develop pro-active measures including training to address them, and reduce the volume of tickets
Undertake any project work assigned by the IT Service Desk Manager to ensure that all such projects are delivered on time, to budget and using the prescribed Project Management Approach
Monitor and supervise third parties working onsite on IT at NICE systems ensuring that IT Policies and Procedures are complied with
Undertake audits as required by the IT Service Desk Manager, this may include IT equipment audits and supporting the updating of the IT asset register
Ensure that all duties are performed in accordance with statutory requirements, NICE Policies and best practice guidelines
Participate in appropriate training and development activities and encourage the development and training of other staff
Provide cover when needed for the IT Service Desk Manager in their absence
Participate in a rota to ensure adequate cover is provided for the IT Service Desk which is open from 8am to 6pm Monday – Friday.
The post holder may be occasionally required to travel to other NICE sites and affiliated locations .
Essential criteria, Knowledge and skills
Knowledge of the ITIL framework
Excellent interpersonal skills including motivating staff
High level of analytical thinking and solving complex problems
Microsoft certified network engineer or equivalent
Able to demonstrate a high level of technical knowledge in relation to end user support and a range of IT hardware, software and systems such as O365, MS operating systems and AV
Demonstrable skills in the deployment of hardware and software systems in a large organisation
Excellent oral and written communication skills, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels both within and outside the organisation
Ability to engage effectively with a wide range of stakeholders, both internally and externally
Ability to analyse and interpret complex information and present it clearly and precisely, both verbally and in writing
Ability to critically appraise and analyse technical documents and system reports to resolve IT issues
Ability to cope with multiple and changing demands, meet tight deadlines and exercise sound judgement in the face of conflicting pressures
Experience
Demonstrable experience in a similar role supporting users over a multi-site environment
Experience of troubleshooting complex IT issues in a reasonable timeframe and escalate issues where applicable to the relevant specialist teams
Experience of supervision of junior staff and leadership skills
Experience of supporting Microsoft 365 and Windows 10 OS including Windows 2012 server or above
Extensive experience of active directory administration and support
Experience of mobile device management solution such as MS Intune
Experience of supporting video conferencing
Experience of working with 3rd party suppliers and maintenance companies
Experience of managing KPIs and SLAs
Qualifications
M365 certification or qualification
VMware Certified Professional
PRINCE 2 or equivalent project methodology
CCNA
Degree in an IT related subject or equivalent experience
MCSE Certification or equivalent experience
ITIL Foundation level
Experience
Supporting a VDI solution
Experience of supporting a MS Dynamics or SharePoint environment
Experience of supporting the Adobe Creative Suite
Working in a similar role in the NHS
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.
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.
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Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
Your availability to work either immediately, or at short notice.
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.
Please refer to the Role Requirements section above - your CV must address the requirements listed.
Other preferable/desirable details to include on your CV, if applicable:
Any local authority/public sector experience
Any relevant qualifications held or being studied for.
If you are interested in this role, please email your CV back to tania.speed@tclrec.com
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Job Ref: QAD 1625/1901
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.
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