ICT is part of the Council’s Customer and Digital Services Directorate.
Its primary functions are:
- to provide high quality IT systems, support and maintenance across the organisation
- to provide strategic advice and guidance to the service areas and their directorates
- to contribute to the delivery of the Council’s Digital First approach.
The ICT Service consists of several functions including:
- the Service Desk
- Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
- ICT Services teams delivering network, server and end user computing services
- Security and Compliance
About the job
The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.
You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.
You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.
Main Duties and Responsibilities
- Enhance and maintain end user computing services to meet the needs of the council.
- Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance through exploiting automation and orchestration of repetitive and repeatable tasks.
- Identify and investigate opportunities to improve service delivery and where necessary work to deliver new or enhanced solutions.
- Support and contribute to service improvement activities and initiatives.
- Conduct performance management of the existing end user computing infrastructure.
- Advise and guide in the planning phases of ICT projects to ensure that end user computing requirements are considered in the overall specification.
- Conduct tests of hardware and software using defined procedures and diagnostic tools.
- Monitor and take action to ensure performance of the service meets objectives, targets and quality standards.
- Respond to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and resolution and ensure SLAs are met.
- Mentor other team members and promote knowledge sharing and skills transfer.
- Support and contribute to service improvement activities and initiatives.
- Contribute to the Service’s performance, objectives, targets and achievement of quality standards.
- Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
- Develop, review and maintain service plans, policies, processes and procedures.
- Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.
Qualifications
- Proven delivery of excellent customer service.
- Understanding of user experience and requirement analysis and the ability to identify, research and implement new technologies to enhance service delivery.
- Proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
- Practical experience of customising and deploying current Microsoft Windows operating systems, Microsoft Office suites including Office 365 and associated hardware and software.
- Proficient knowledge and understanding of end user computing and IT infrastructure and practical experiencing supporting an IT environment.
- Experience of developing solutions using automation tools and orchestration techniques to enhance, streamline and deliver improved ICT services.
Job Details
Job Category ICT
Department Resources
Working Pattern/Contract Type Full Time Permanent
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