Cis Support Officer RR5048682
PLEASE QUOTE REF 5048682
Desk-based. Telephone-based. To provide 1st line and some 2nd line ICT Service Desk support for Council Officers throughout Cheshire East and Cheshire West & Chester. Excellent customer service skills a must.
To log all Incidents and Requests into our Service Management tool. Fully triage and provide first-time-fix where possible, or escalate to the relevant 2nd and 3rd line support teams. Technologies include Active Directory, Windows, MS Office, Exchange User Management, SCCM, Citrix User Admin, XenMobile, Client Hardware and other Line of Business Applications.
To provide technical advice and guidance and undertake complex project work in relation to desktop systems, applications and equipment, interpreting and resolving clients needs and utilising procedures and methods, to ensure a rapid and appropriate response to desktop clients needs.
1 Provide ad hoc and scheduled technical advice and guidance to all Council Officers, Schools based staff and external clients either on site or through the use of remote tools in the use of systems and applications to ensure appropriate skills and expertise are available to enable clients to make effective use of ICT.
2 Undertake and monitor complex project work, tasks, training and requests for assistance, upgrades and installs, either with others or on own initiative to ensure that installations, support and training are delivered in a timely manner to corporate Council standards and to the satisfaction of all parties involved.
3 Plan, prepare and deliver training sessions, meetings, workshops, reviews and presentations for a wide variety of technical and non-technical audiences including Schools based staff, in order to provide all clients with the skills and understanding needed to carry out their IT related tasks effectively and efficiently.
4 Ensure that all problems and solutions are documented (utilising standard software and procedures) to enable the provision and upkeep of a corporate knowledge base which is available for the speedy resolution of subsequent faults.
5 Ensure that all stages of tasks are documented and that all clients and management are informed of the current status of unresolved problems all times to enable escalation procedures to be applied when appropriate and tasks resolved in the fastest time possible.
6 Use automated and remote technology solutions for delivery, support and training to ensure that a more effective use of time is achieved by shortening the installation and support time of desktop management and minimising site visits.
7 Undertake additions and modifications to systems that provide access security control to ensure that unauthorised access to systems is prevented.
Notwithstanding the detail in this job description, in accordance with the Council’s Flexibility Policy the job holder will undertake such work as may be determined by the Director/Corporate Manager from time to time, up to or at a level consistent with the Principal Responsibilities of the job and in any location within the Borough of Cheshire East.
PLEASE QUOTE REF 5048682