Senior IT Support Officer

Teqniq is searching for a Senior IT Support Officer to work in the public sector.

Job Description:

• 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.
• Accurately and clearly document fixes to technical issues, process/procedures and update all IT-related records to ensure colleagues can perform their duties using this documentation.

Principal Accountabilities and Responsibilities:

• Working on a rota basis perform the following duties:
• Monitor incoming queues on the IT servicedesk 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 the shared service.
• 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 the shared service 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) or 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 the shared service but also to ensure the customer receives quality feedback in relation to their call.
• Responsible for ensuring that any changes they are involved in are logged and have complete and accurate information; this may require further investigation and/or liaising with customers and colleagues to establish. Ensure changes are adequately authorised and appropriately communicated to all stakeholders.
• Produce new or update existing documentation as appropriate for processes and procedures related to the performance of their duties and the delivery of ICT services by the shared service.
• Ensure all IT records are kept up to date to maintain accurate asset registers for the shared service and comply with license agreements.
• Occasionally supervise and/or mentor junior staff or apprentices, to help them develop their technical skills and perform their duties.
• Liaise with third party suppliers to achieve resolution of faults and/or requests.
• Provide quotations and/or enter requisitions on procurement system.
• Work proactively and flexibly to make a positive contribution to the delivery of the service.
• Contribute to the continuous development, improvement, efficiency and success of the IT shared service.
• Proactively maintain and develop their skills and knowledge to support the delivery of the IT shared service.
• Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well being of children and vulnerable adults.

TEQ-0326

INDJS1

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client, (or any third parties we have dealings with) for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify teqniq of any hirer who I do not want my details to be passed onto.