Enhanced User Support Officer

3 months ago

York, United Kingdom Department for Environment, Food and Rural Affairs (Defra) Full time

**Job description**

The Group Infrastructure Operations (GIO) function is recruiting an Enhanced User Support Officer. You will be responsible for the day-to-day operation of the DDTS Enhanced User support procedures.

The role will be varied and stretching covering an extensive range of IT challenges and opportunities in the areas of Service Integration, Incident Management and Request Fulfilment in a dynamic and diverse multi-stakeholder IT environment.

Key responsibilities include providing support to Defra’s most business-critical roles and secretariat with general IT issues. We are seeking someone who can introduce new technology and ways of working (such as Video Conferencing and modern collaboration tools). You will be providing both on site and remote IT support to Defra’s business critical staff.

**Please be aware that whilst this role usually conforms to standard office hours during Monday -Friday, there may be a requirement to work out of hours during critical business periods.**

**Please note that this post is London based.**

**Person specification**

**Responsibilities**
- Provide on-site IT technical support to Defra’s enhanced users, to ensure faster access to fixes and minimise disruption to these users.
- Acts as the routine contact point for enhanced users, communicating with the Defra IT Service Desk and suppliers in resolution of issues and requests.
- Establish relationships with enhanced users maintaining a visible presence and exemplary levels of customer service.
- Liaising with both internal and external stakeholders and suppliers to ensure a quality service to Defra’s enhanced users.
- Being an escalation point for this group of key staff and owing issues through to resolution whilst working in collaboration with the DDTS Escalations team and Defra’s IT supply chain to minimise disruption to enhanced users.

**Skills and Experience**
- Ability to deal effectively with senior customers within an IT support, Service Desk or similar type of environment to provide an outstanding customer experience.
- Excellent interpersonal skills, clear and concise communication skills and confidence in dealing with staff at an executive level in pressured environments. Discretion and confidentiality is paramount.
- Ability to articulate technical information to a range of different audiences to ensure it is easily understood, such as to customers, end-users, suppliers and senior managers.
- IT technical knowledge and problem-solving skills across a range of IT areas such as desktop/laptop hardware, software, VPN and cloud-based solutions to provide at-desk resolutions.
- Ability to manage and prioritise own workload and recognise urgent or significant issues that would require more senior visibility or more urgent action.
- Experience in using ITSM tooling and specific dashboards to ensure visibility of issues affecting customers and acting on any issues promptly to ensure mínimal disruption.

**Job Types**: Full-time, Part-time, Permanent

**Salary**: £25,915.00-£30,402.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Free flu jabs
- Sick pay
- Work from home

Schedule:

- Flexitime
- Holidays
- Monday to Friday

Work Location: Hybrid remote in York, YO1 7PX

Reference ID: 289971

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