Unit 4 Technical Support Agent

This role has a starting salary of GBP45,680 per annum, based on a 36 hour working week.
We are excited to be recruiting for a skilled and highly motivated Unit 4 IT Technical Support Agent to join our dynamic MySurrey Service Delivery team. As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery.
Reporting to the Service Delivery Team Lead you will join the wider IT&D Service and work as part of a dynamic team with the autonomy to succeed in a lively, friendly environment.
The team is based is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required.
Rewards and Benefits
26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service Option to buy up to 10 days of additional annual leave An extensive Employee Assistance Programme (EAP) to support health and wellbeing Up to 5 days of carer's leave per year Paternity, adoption and dependants leave A generous local government salary related pension Lifestyle discounts including gym, travel, shopping and many more 2 paid volunteering days plus 1 team volunteering day per year Learning and development hub where you can access a wealth of resources About the Team
Surrey County Council have implemented Unit 4 as a modern, intuitive, and flexible Software–as–a–Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.
Unit 4 is supported by in–house IT & Digital teams that operate ITIL 4 service management processes and are structured into:
Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management) Service Improvement (change requests, release management & business relationship management). The teams will be delivering improvements and efficiencies through optimisation of our system by automation of workflows, reduction of manual intervention, enhanced data analytics and standardised processes.
About the Role
As the Unit 4 IT Technical Support Agent, your duties will include:
Providing Technical Support and assistance to customers and stakeholders, ensuring issues are resolved promptly and effectively Act as the initial contact for customer inquiries, troubleshoot problems, offer progress updates, and ensure timely resolutions Perform routine technical and security support duties, encompassing system administration, system performance monitoring, and granting users access to applications and systems Work with cross–functional teams to tackle complex technical issues and escalate unresolved matters as needed Keep accurate records of customer interactions, technical issues, and resolutions in Cherwell, our service management ticketing system, SharePoint, and other documentation systems Perform software testing and quality assurance to detect defects and confirm that Unit 4 functionality aligns with customer requirements Develop and execute technical test scripts, automating where necessary Assist in project delivery, service improvement initiatives, system upgrades, and other continuous improvement efforts Offer guidance and share knowledge with less experienced team members when needed Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
Experience with Unit 4 ERP/Agresso in Technical Support, encompassing system administration and user provisioning Workflow management knowledge including building workflows, distribution rules, user and roles, approval, email alerts and troubleshooting Understanding of Service Call functions to automate processes in forms and workflows Good knowledge of API management including seamless integrations of Unit4 with other systems Skill in developing and implementing extensions using the Extension Kit Proficient in SQL, including script reading, writing, and analysis Strong troubleshooting and diagnostic abilities A collaborative team player with outstanding interpersonal skills Familiarity with the ITIL service management framework The job advert closes at 23:59 on 27/06/2024 with interviews to follow.
Our Commitment
Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:
The candidate has evidenced the minimum criteria for the role through their application The candidate has chosen to share that they have a disability on the application form Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.
We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.