IS Technician

Recruiter
Capita Resourcing
Location
Chelmsford
Salary
£17300 - £28800/annum Benefits
Posted
21 Jul 2017
Closes
20 Aug 2017
Contract Type
Permanent
Hours
Full Time
IS Technician

Fixed term contract, 12 Months

Full time, 37 hours per week

Salary: £17,300 to £28,800 per annum

Based at County Hall, Chelmsford

The Role

Essex County Council is undergoing the largest transformation programme of its kind in the UK and technology is recognised as being strategically critical to this innovative and radical transformation. Information Services is at the forefront of delivering this technological change. The Technician is likely to be part of a large, multi-skilled team working to resolve customer requests. These may be received via the Service Desk, which supports over 10,000 customers and their ICT-related needs.

The successful candidate will respond to customer requests for IT support for ECC's social care applications received by telephone, email or Self Service providing assistance and solutions remotely, ensuring that requests are resolved effectively and customers are kept fully informed of their progress. Depending on skill level the Technician will provide first or second-line support to Service Desk customers.
Working as part of a team, the Technician may also take on responsibility for managing some routine team tasks, such as scheduling staff rotas, reporting attending meetings etc.

Job Purpose Summary:

The Technician will respond to customer requests received via telephone, email or self-service and provide assistance and solutions remotely, ensuring that requests are resolved effectively and customers are kept fully informed of their progress. Depending on their skill level the Technician will provide first or second-line support to Service Desk customers or deal with Service Requests, where they will work from a catalogue of products including mobile phones, hardware and software requests or deal with simple requests that are not in the standard catalogue.

Role Specific Accountabilities:

* Ensure that customer Support Requests are responded to in a timely fashion, meeting the relevant service levels and targets.
* Ensure that all requests are accurately recorded. Where first contact resolution is not possible, ensure that the requests are passed to the appropriate teams.
* Analyse and clearly understand and document that the customer issue and identify the appropriate route for resolution within the service levels and targets set for the team.
* Own and manage customers' requests through to resolution or delivery or work closely with colleagues to pass requests on for resolution by staff with a different skill set, using existing processes and tools.
* Keep customers informed on the progress of their request.
* Recognise system failures or issues that may become a Major Incident and take action as required under existing processes.
* Comply with IT security and data protection processes as required.
* Perform any other duties as may be reasonably required, in line with the grade of the post held

Knowledge, Skills and Experience:

* Experience of communicating with a wide range of people with a proven ability to deal effectively with customers
* Be highly self motivated, able to maintain focus in a busy environment, with good attention to detail and a desire to ensure that a task is completed
* Have the ability to make decisions within prescribed processes regarding the action to be taken
* Where first contact resolution is not possible, ensure that the requests are passed to the appropriate teams with the correct skill levels
* Experience of working in a customer support team or service desk
* Use to working to targets and deadlines, ensuring requests are accurately recorded.
* Have IT skill qualifications or equivalent evidence of significant IT skills, particularly Microsoft Office and Exchange E-mail applications
* Previous experience in using a help desk and/or call management system would be advantageous
* Fulfilling requests ensuring compliance with the request process and effective delivery within the quoted timescales or service levels.

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us