Digital and Information Service is looking to recruit an IT Support Assistant to work in their Service Centre based in a busy open plan office. The role will provide first and second line technical support to staff and services across the Council, through a wide range of channels access, including telephone, face to face, IT drop in centres etc.
The successful candidate will require an aptitude for supporting a varied user base who use multiple systems and services throughout the Council. Integral to the role must be the able to undertake analysis, diagnosis and resolution of user incidents and issues. These issues will range from general straightforward advice / first-line fixes such as password re-sets to more complex technical incident such as user account queries, printer faults, software / hardware faults. In addition to the technical duties there is also a range of administration tasks associated with the role, including call queue management via our ticket management system (remedy) creation of staff rotas for cover across service centre, arranging meetings, agendas and taking minutes.
The IT Support Assistant will also be a key part of delivering service management, incident and change management and ensuring support to the continual improvement of the service. The successful candidate will need to demonstrate the ability to prioritise work, meet deadlines and ensure service level targets and key performance measures are met.
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Leeds City Council
The Headrow
Leeds
United Kingdom
0113 222 4444 http://www.leeds.gov.uk/
Type: Full Time
Closing date for applications: 2019-03-31
Reference Number: 28880
NOTE! CLOSING DATE is 2 October at 1130 p.m. ESSENTIAL REQUIREMENTS: It is essential that the Candidate should be able to demonstrate the knowledge, experience and skills criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements. Essential requirements for skills are: Excellent communication skills Ability to communicate effectively with digital professionals/ web developers and understand technical language. Ability to share expertise with colleagues and provide advice which can be easily understood by non-specialists. Ability to work effectively as part of a team and maintain positive effective working relationships. Ability to prioritise and manage a diverse and demanding workload to meet agreed targets and deadlines. Ability to evaluate, procure and manage software systems and licenses. Ability to use web analytic solutions to monitor, interpret and present data into actionable outcomes. Advanced skills in Microsoft Excel. Ability to identify areas where improvements and efficiencies can be made through digital innovation.
The role will provide first and second line technical support to staff and services across the Council, through a wide range of channels access, including telephone, face to face, IT drop in centres etc.
The IT Support Assistant will be a key part of delivering service management, incident and change management and ensuring support to the continual improvement of the service. The successful candidate will need to demonstrate the ability to prioritise work, meet deadlines and ensure service level targets and key performance measures are met.
Applicants must have the ability to undertake analysis, diagnosis and resolution of user incidents and issues. These issues will range from general straightforward advice / first-line fixes such as password re-sets, to more complex technical incidents such as user account queries, printer faults and software / hardware faults. In addition to the technical duties, there is also a range of administration tasks associated with the role.
Required to carry out 1st and 2nd line support, the successful applicant will analyse, diagnose and resolve user issues, conduct queue management via the ticket system and create staff rotas, arrange meetings and take minutes.
Working in the IT Service Centre, the IT Apprentice will undertake 1st and 2nd line technical support across the Council, including analysis, diagnosis and resolution of user issues.
