explain technical resolutions\ workarounds in a language that suits the customers technical understanding Provide peer training within the Service Desk team to ensure a multi-skilled team and effective knowledgetransfer Presenting a positive image of Digital Services at all times and comply with all Corporate Policy Person Specification Qualifications Essential BTEC, Diploma or equivalent Desirable Service Desk … Institute Analyst certification or equivalent ITIL Service Management foundation certification or equivalent knowledge Experience Essential Experience working in a customer service environment , providing excellent customer-focused service, managing customer expectations and dealing with difficult customers Working knowledge of Microsoft Office 2010 and Microsoft Apps Working knowledge of Microsoft Operating System Windows 10/Windows 11 Experience of … An understanding of community focus and previous experience of working in IT within the public sector preferably the NHS Experience of working within an ITIL environment Skills, Abilities and Knowledge Essential Good keyboard skills (RSA 2 typing/word processing or equivalent experience) Able to meet targets under pressure Good problem solving skills A logical approach to problem solving More ❯
purpose. Investigate and resolve incidents escalated from the IT Service Desk, supporting the ICT Infrastructure Manager on more complex issues. Proactively identify and implement continuous service improvements, with clear knowledgetransfer and documentation. Work collaboratively with our network and firewall managed service providers to resolve issues and implement requests. About You You will hold a relevant degree or … professional/vocational qualification in Information Technology (ideally CCNA or CompTIA Network+), or be able to demonstrate equivalent knowledge and experience. The ideal candidate will have: Extensive knowledge of IT infrastructure and systems architecture. Hands-on experience in implementation, support, and operations of technologies including M365, Active Directory, server administration, firewalls, networks, VMware virtualisation, and cloud hosting solutions. More ❯
purpose. Investigate and resolve incidents escalated from the IT Service Desk, supporting the ICT Infrastructure Manager on more complex issues. Proactively identify and implement continuous service improvements, with clear knowledgetransfer and documentation. Work collaboratively with our network and firewall managed service providers to resolve issues and implement requests. About You You will hold a relevant degree or … professional/vocational qualification in Information Technology (ideally CCNA or CompTIA Network+), or be able to demonstrate equivalent knowledge and experience. The ideal candidate will have: Extensive knowledge of IT infrastructure and systems architecture. Hands-on experience in implementation, support, and operations of technologies including M365, Active Directory, server administration, firewalls, networks, VMware virtualisation, and cloud hosting solutions. More ❯
purpose. Investigate and resolve incidents escalated from the IT Service Desk, supporting the ICT Infrastructure Manager on more complex issues. Proactively identify and implement continuous service improvements, with clear knowledgetransfer and documentation. Work collaboratively with our network and firewall managed service providers to resolve issues and implement requests. About You You will hold a relevant degree or … professional/vocational qualification in Information Technology (ideally CCNA or CompTIA Network+), or be able to demonstrate equivalent knowledge and experience. The ideal candidate will have: Extensive knowledge of IT infrastructure and systems architecture. Hands-on experience in implementation, support, and operations of technologies including M365, Active Directory, server administration, firewalls, networks, VMware virtualisation, and cloud hosting solutions. More ❯
