IT Senior Officer - INTERNAL
This job is internally restricted. To apply for this job, you must be an employee of the Council for the duration of the recruitment process – up to and including the start date. You must also be a substantive employee (or an employee with 12 months continuous service or more) of the Council or an Apprentice. Please note that if you work for an Academy you are not an employee of the Council.
Core to the functional area of Support and Delivery is dedicated IT Support to the Executive Board, Elected Members and their support staff. This Senior Officer will deal with all incidents, problems and standard Service Requests. This function owns the live / operational ICT Services and associated ‘work items’ from inception to completion. The dedicated support function provides 1st and 2nd level support and is the primary channel for all ICT requests, together with providing proactive support. This roles purpose is the day to day management of the Problem management, Major incident management, Communication within the Dedicated IT service dealing with work item life cycle progression and reviewing Incidents and Requests.
In particular, we are looking for applicants with skills and experience in the following areas:
- Managing the relationship between IT, the Exec Board/Councillors and their support staff
- Being that Single point of contact, job ownership and first-time fixes
- Communication
- Excellent Customer Service skills
- Knowledge transfer/training
- IT technical knowledge specifically around 1st and 2nd line resolutions
- Report creation
- Process management
Types of activities a Senior Officer in the role will undertake include:
- Managing Major problems and communicating with the User base and IT
- Troubleshooting, fault analysis and remediation
- Working to their operating hours and attending Councillor Briefings
- Analysing user trends/behaviour and making recommendations that inform service delivery
- Analysing user needs and translating that into innovative solutions including ease of use, tracking functionality and creating knowledge bases.
- Dealing with demanding users and difficult situations.
- Facilitating workshops/presentation
- Engaging with suppliers and key stakeholders
- Fulfilling your role as a technical lead
- Supporting support staff with conferencing
To be shortlisted for this post, please provide recent evidence to demonstrate that you meet the specific skills and experience criteria of this post as detailed in this advert and the job description including SFIA skills.
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31 January 2021, 11:55 PM
Important Information
This vacancy is closed to applications.