ICT Helpdesk Administrator

ICT Helpdesk Administrator Birmingham, West Midlands We are looking for an ICT Helpdesk Administrator to join our IT team in Birmingham. As an ICT Administrator, you will be required to log and track all support requests and incidents in the ICT incident management system, update IT assets and resolve all 1st line calls. You will assist in the creation of new user accounts, perform ICT inductions and will look after the onboarding and off boarding of all Commission staff The Benefits: - Salary of circa £26,000 - Civil service pension, with an employer contribution rate of 28.9% - Flexible working - Hybrid working, specific guidelines are to be agreed with the line manager - 26 days’ holiday, rising to 29 days after two years’ service, with the option to buy up to five days extra annual leave Key Responsibilities: Provide technical support. You will be responsible for the investigation and resolution of 1st line IT calls (software and hardware), and offer technical assistance, keeping end-users informed of progress. Maintain operational documentation. You will write and maintain ICT guidance ensuring that it is relevant and up to date for various audiences (ICT colleagues and Commission employees) Ensure best practice. You will ensure that any ICT support carried out meets the operational requirements of the Commission and that they adhere to the Commission’s business continuity and security accreditation arrangements. Be user-focused. Maintain positive relationships with colleagues and ensure a consistently high level of support Embrace Agile ways of working. You will be able to work in a fast-paced, evolving environment and adopt a flexible approach to enable smooth delivery of ICT solutions. Other Duties:- In a prompt and efficient manner, record and triage all ICT requests within the ICT incident management system ensuring these are processed and resolved daily - Investigate all 1st line requests and incidents through to resolution, monitoring all tickets and escalating tickets of a more complex nature to the relevant IT Support member - To liaise with external support partners/vendors in order to ensure the resolution of service incidents/faults and general service requests, working closely with the wider ICT team - Maintain new starters/leavers and changes working towards the appropriate service standards for the relevant workflow, arranging delivery and returning of ICT equipment - Ensure that the right actions are taken to investigate, resolve and anticipate problems. Escalate risks in line with the Commission's agreed policies and procedures to the IT Operations Manager as appropriate to help implement solutions and identify preventative measures - Be aware of emerging technology solutions and be proactive in advising the ICT team and colleagues of the potential benefits of technology developments to the Commission Person Specification:- Experience of supporting Office 365 suite SharePoint/OneDrive/OneNote, Microsoft Office etc, Active Directory, IBM Products and other ICT software applications and software - Working knowledge of ICT hardware including supporting and maintaining Microsoft Surface Tablets and Surface Hubs - Understanding and have basic working knowledge of Microsoft InTune to configure iPhones and iPads - Able to be flexible and consider new ways of working to adapt to varied workloads prioritising work based on risk and impact Our Ways of Working: Outcome-focused: We put consumers at the heart of everything we do. We take responsibility for an issue and moving it forward. We deliver results through working collaboratively. Reaching for ways to improve: We encourage feedback and ideas. We are committed to continuous improvement and are open to trying different ways of working. We celebrate successes and take responsibility when things go wrong. Respectful: We recognise every colleague’s contribution. We give each other timely constructive feedback. We all encourage challenge. Communicate well: We are clear and concise. We listen and check our understanding. We explain the reasons for decisions. Making this a great place to work: We all help to make the Commission a great place to work. We value and support each other. We demonstrate a positive attitude. About Us: Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible. The closing date for this role is 22nd October 2024. PLEASE NOTE: Please ensure you have the right to work in the UK before applying. We are unable to provide sponsorship for visas currently. Incomplete applications will be discounted from shortlisting. Please ensure your application is fully completed and submitted before logging out of your account. We reserve the right to change the closing date depending on the number of responses received. Please submit your application as soon as possible to ensure it is considered in the selection process.