Back to search
- Provide first-line support for all ICT incidents, requests, and changes across the Council and partner agencies.
- Ensure timely resolution of issues, meeting service level agreements (SLAs).
- Manage the user, software, and asset lifecycle, ensuring best value and service quality.
- Monitor system performance and key performance indicators (KPIs).
- Assist with project management under the supervision of the Service Desk Lead.
- Ensure smooth handover of new systems from project to support teams.
- Maintain and develop the Service Desk Knowledgebase.
- Mentor and guide junior team members, fostering a collaborative learning environment.
- A-level or equivalent qualification in an IT-related subject.
- Experience supporting desktops, laptops, tablets, smartphones, printers, and servers.
- Knowledge of Microsoft Azure, Office 365, and Microsoft Teams.
- Experience working with networking technologies (DHCP, DNS, TCP/IP).
- Familiarity with virtualisation technologies, SANs, and secure gateways.
- Strong problem-solving skills, with the ability to resolve or escalate technical issues effectively.
- Excellent communication skills, able to support both technical and non-technical users.
- Organised and proactive, with the ability to prioritise tasks and meet deadlines.
- Some experience in IT project management is desirable.
