ICT Technical Support Officer

Vacancy Filler
Aylesbury, UK
26 Jul 2019
25 Aug 2019
Contract Type
Full Time
ICT Technical Support OfficerAylesburySalary £28, 180 Per AnnumFull time - 37 hours per weekPermanent

Our client is a Buckinghamshire based housing association providing homes and services to local communities throughout the Vale of Aylesbury, they have around 7,200 homes. They pride themselves on working closely with residents and surrounding communities to make sure they deliver high-quality housing, homes and services. They are looking for an experienced ICT Support Officer to help support their busy IT Team.

The Role:

This role is providing 1st and 2nd Tier Support to the business, including manning the IT Service Desk and resolving issues that come from it, but can also include IT Projects and providing support to other members of the IT team. Support can be provided either on the phone or in person.

This role covers support for all the Trusts Technical Infrastructure (including telecommunications, Network, Servers, Computer and application support

The key responsibilities are as follows:
  • Answering initial contact to the IT Service Desk, understanding and recording customer issues onto the help desk and talking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues (First Tier support);
  • Taking ownership of the call and if unable to resolve on initial contact research solutions to the problem (Second Tier Support) and if necessary escalate to third party help desks (Third tier support).
  • Installing and configuring computer hardware operating systems and applications; monitoring and maintaining computer systems and networks; troubleshooting system and network problems and diagnosing and solving hardware or software faults; replacing parts as required; providing support, including procedural documentation and relevant reports; repairing faults or setting up systems as required and supporting the roll-out of new applications;
  • Managing user accounts and profiles and dealing with password issues; responding within agreed time limits to call-outs; working continuously on a task until completion (or referral to third parties, if appropriate)
  • Running scheduled checks,
  • Prioritising and managing many open cases at one time; rapidly establishing a good working relationship with customers and other professionals, e.g., software developers;.

Required Skills and Experience:
  • The ability to organise self and prioritise your own workload under pressure
  • Excellent customer service and communication skills and the ability to explain complex issues in easy to understand language
  • Good knowledge and understanding of Windows operating systems
  • Active Directory experience
  • Good knowledge of Microsoft Office Suite of products (especially Excel, Word and Access).
  • Ability to work as a team member
  • Able to demonstrate competency at providing IT Support

E&D Commitment:

Our clients Vision and Values express their commitment to becoming a leader in the field, providing quality affordable homes and investing in Aylesbury Vale's diverse communities. As part of their continued commitment to their workforce accurately reflecting the community they represent, they especially welcome applicants from BAME backgrounds, and applicants who have status as an individual with a physical or mental disability, as part of our ongoing commitment to Equality and Diversity.

Closing date: 9th August 2019 - middayInterview date: TBC

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