IT Support Officer

We're looking for a customer-focused and technically skilled IT Support Officer to join our Shared Technology Services team.

This is an excellent opportunity for an experienced IT professional who enjoys working across a diverse technology environment, supporting critical services, and contributing to projects that make a real difference across local government.

You will play a key role in supporting and maintaining our ICT infrastructure, providing technical support to users across multiple sites, resolving incidents, contributing to service improvements, and helping deliver technology projects across the organisation.

Contract: Initially 3 months - Full time Monday to Friday

Location: London, SW1

Payrate: £21.41 PAYE / £29.51 Umbrella

Working Arrangements: Full time office based

What You'll Be Doing

As an IT Support Officer, you will:

• Monitor and manage incidents, requests and service desk queues.
• Troubleshoot and resolve technical issues in line with service level agreements.
• Provide onsite and remote support to users across council locations.
• Build, deploy, maintain and replace end-user devices.
• Escalate incidents and coordinate with specialist teams where required.
• Maintain accurate records of incidents, changes and technical solutions.
• Produce and update technical documentation, procedures and knowledge articles.
• Support IT asset management and software licensing compliance.
• Work collaboratively with infrastructure, networking, messaging and client support teams.
• Liaise with third-party suppliers to resolve technical issues.
• Participate in projects involving infrastructure upgrades, migrations and service improvements.
• Contribute to service resilience by providing occasional out-of-hours support when required.

Additional Responsibilities (PO2 Level)

Candidates appointed at PO2 level will also:

• Provide cover for the IT Support Team Leader.
• Assist with workload management and service desk monitoring.
• Identify trends and opportunities for service improvement.
• Lead small technical projects from planning through to successful delivery.
• Coordinate activities of colleagues assigned to project work.
• Act as a mentor to junior staff and apprentices.

About You

We're looking for someone who can combine strong technical knowledge with excellent customer service skills.

You will have:

Essential Experience

• Experience working in a technically complex IT support environment.
• Experience supporting users within a corporate IT setting.
• Experience troubleshooting hardware, software and infrastructure issues.
• Experience working with service desk and ticket management systems.
• Experience producing clear technical documentation and knowledge articles.

Essential Skills

• Strong problem-solving and diagnostic skills.
• Ability to prioritise workloads and manage competing demands.
• Excellent verbal and written communication skills.
• Ability to work effectively with technical and non-technical stakeholders.
• Strong customer service focus.
• Ability to work independently and collaboratively within a team.
• Experience managing tasks and projects to deadlines.
• Ability to train and support colleagues and end users.

Technical Knowledge

Knowledge of one or more of the following areas is desirable:

End User Computing & Client Support

• Windows desktop support
• SCCM / Microsoft Endpoint Manager (Intune)
• Active Directory
• VDI and Remote Desktop Services
• BitLocker and endpoint security
• Software deployment and application packaging
• VPN and remote access technologies

Microsoft 365 & Collaboration

• Exchange Online
• Microsoft Teams
• SharePoint Online
• Azure Active Directory / Entra ID
• Mobile Device Management
• Email security solutions

Infrastructure & Cloud

• Windows Server
• VMware, Hyper-V or Azure
• Backup and disaster recovery technologies
• Storage and virtualisation platforms
• PowerShell scripting

Networks

• LAN/WAN technologies
• Cisco, Juniper or HP networking
• Enterprise Wi-Fi
• Firewalls and network security
• Azure networking services

Qualifications

• Evidence of ongoing professional development.
• Relevant Microsoft, ITIL or infrastructure certifications are desirable.

If you're passionate about technology, delivering excellent customer service, and helping organisations get the most from their IT services, we'd love to hear from you.

Apply today and help shape the delivery of technology services that support our communities.