Support Officer - ICT Practitioner SIFA Level 2.1502
Advert Start Date:
Advert End Date:
£19,554 - £21,166
IT Support Officer (Service Desk)
Northumberland County Council operates a traditional IT Service Desk taking telephone calls alongside a customer facing Tech Bar drop in facility. We require an additional team member who will be involved in all aspects of Service Desk delivery.
Within a busy environment you will provide a broad range of IT skills ranging from hardware to application issues, whilst remaining focused on customer service. Duties include: Fault diagnosis relating to moderately complex problems, reporting the results of such diagnosis in a clear and concise manner. Install or removes hardware and/or software, using supplied installation instructions and tools.
Demonstrating a strong aptitude for IT and be able use software tools to diagnose common issues and troubleshoot computer faults.
Use the facilities of the tools and systems available, to monitor and report on regular activities, which are subject to the Service Level Management process and SLA’s or OLA’s (Operational Level Agreements), such as job activity, transaction processing, network activity, databases activity etc.
Receive and log requests for support on the IT help desk, other service delivery staff and/or users. Prioritise requests in accordance with agreed criteria. Within own area of competence and following agreed procedures, investigate issues and other requests for support and determines appropriate actions to take.
Demonstrate excellent communication skills, both verbal and written and use those skills to diagnose issues and find suitable resolutions.
Take action on known errors and documented workarounds, logging such actions and advising supervisor or specialists when management or specialist attention is required. Use a methodical approach to problem solving and clearly document both the issue and the resolution. Support users remotely, face to face and by telephone. Respond efficiently to enquiries from users, specialists and others and takes appropriate action, within defined limits of responsibility or area of specialism, to deal with processing priorities, running tests, or facilitating and overseeing installation, removal, upgrading and repair of equipment.
Be able to advise users regarding specification, installation, support and maintenance of computer equipment including laptops, tablets and mobile devices. Good knowledge of the Microsoft Portfolio of products and Google G Suite
Located at County Hall in Morpeth Northumberland. Will be required to work on other sites within Northumberland.
Will be required to take part in staff rotas
Starting Salary: £19,554
For more information please see the attached job description
Northumberland County Council is an equal opportunities employer. We welcome applications from all sectors of the community. We recognise the difficulties that transgender applicants in particular may face during a recruitment process; any concerns regarding the process can be discussed with Rebecca Harding (Trans HR Support Officer) via email@example.com. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. All applications to work on a part-time basis will be considered in line with the requirements of the post and the needs of the service.
If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to attend interview please email firstname.lastname@example.org
This post will close at midnight on Wednesday 11th December 2019.