Service Desk Support 2nd line - IP Telephony / Active Directory

Global Technology Solutions Ltd
£14 - £15.30 per hour
13 Nov 2017
16 Nov 2017
Contract Type
Full Time
An exciting and immediate opportunity has arisen for experience Technical Service Desk 2nd line support engineer with service experience, specializing in IP Telephony / Active Directoryto join a well established organisation in Pontefract, West Yorkshire.

Candidates must be immediately available to start due to the project having started already.

The post will predominantly involve working within our Voice and Data Communications Teams. Providing 2nd line I.T. technical support and problem resolution in the telephony and networking arenas to the entire council and some external partners including Schools, West Yorkshire Joint Services, NPS, YPO and ICT4C (regional school IT support organisation).

Qualifications required:
HNC in a computer related subject or equivalent.
Microsoft Certified Professional in Windows 2000 / XP / Vista / Windows 7 or equivalent.

1.To support comprehensive local and wide area networks and provide a desktop Helpdesk Support Service to both internal and external organisations.

2.Installation and maintenance of departmental LANs and the over-arching Authority WAN

3.To provide a PC, LAN, UNIX and Data Communications service, together with a research and development function for the Authority.

4.Assist in the management and delivery services, specific projects and annual work programmes in accordance with given priorities and resources.

5.Assist in the creation and management of a rolling Technical Services Support Plan having regard to Council priorities.

6.Purchase or develop systems and contribute to the development of specifications, including acting as consultant to client departments.

7.Undertake internal and external feasibility studies and actively contribute in the Research and Development of new and emerging ICT solutions, ensuring that the Authority's technical services are modern and as future proof as possible.

8.To supervise the present desktop support service (technical support, backup, recovery, fault rectification, standards development, documentation, inventory management), together with planning, procuring and implementing future upgrades and replacements.

9.Monitor progress against plans.

10.To assist in reviewing and implementing ICT strategies and plans, and to contribute to the management of Technical Services as required.

11.Assist management in the preparation for inspections, reviews and performance management.

12.Represent or deputise for the Technical Manager as required.

13.Supervision of staff resources and planning and prioritising work.

14.Promote and develop initiatives to increase effectiveness and efficiency of ICT service delivery.

15.Effective and efficient delivery of Technical Support Services in line with relevant legislation, Council policies and procedures, and with due regard to Equal Opportunities and Customer Care. Ensure that Health & Safety policies are fully adhered to.

16.Promotion of good employee relations within ICT and, where appropriate develop positive relationships with employee representatives.

17.Undertake career development and staff training.

18.Provision of advice to support customers in enhancing their processes and improving council procedures through the use of IT.

19.Working within a team environment to train and cross-skill colleagues in priority areas and skill-sets, including the creation and maintenance of documentation and knowledge-base repositories.

20.Observance and further development of standards and procedures e.g. security procedures, coding standards.

21.Pro-active monitoring of databases, systems and 3rd party solutions to identify, diagnose and rectify potential issues before they affect front-line services.

22.Leading or advising on IT issues in multi-disciplinary teams with council staff, suppliers and partner organisations at all levels.

23.Presentation and demonstrations of IT systems and technologies to customers.

24.Observance and application of relevant IT legislation e.g. Data Protection, Information Security Policies. This includes implementing controls to ensure all council data is secure and systems are safe guarded.

25.Providing systems support, maintenance, trouble shooting and complex problem solving using a variety of tools and techniques to ensure smooth running of all front-line council services in response to customer requests.

Please apply now if you have the required experience and skills.
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