Senior Ict Technical Support Officer
3 weeks ago
Salary £27,852 - £32,020 Per annum | Full time | Permanent | 37 hours per week | County Hall | Preston |
- Understanding the key priorities, targets and effectiveness of the service, helping to ensure that compliance with service level agreements is maintained.
- Independently resolving more complex ICT issues at second line, using well developed problem diagnosis skills.
- Carrying out technical administration tasks (e.g. the creation, amendment and deletion of user accounts).
- Developing and maintaining knowledge base articles.
- Prioritising assigned tasks and responding independently to unanticipated problems.
- Providing coaching, mentoring and training to junior colleagues.
- Assisting Service Centre Management Team and standing in for them during short periods of absence.
- Providing effective communication between the Service Centre, other services and customers.
- A strong commitment to service delivery and customer satisfaction.
- Experience of ICT technical support at first and second line levels.
- The ability to understand, triage and resolve technical issues.
- Great customer service skills, including strong interpersonal and empathetic listening skills.
- Excellent and effective oral and written (grammar) communication skills.
- Excellent keyboard, mouse and telephony skills.
- Proven ability to act as technical reference for the team and in effectively training, mentoring and coaching colleagues.
- A commitment to working together based upon one team sharing ideas, knowledge, resources, understanding and mutual trust.
- A commitment to undergo further training.
You must be prepared to work flexibly across the hours on various shift patterns from 8am to 6pm.
Undertake, wherever required, other responsibilities and duties including work related to 3rd party external business, on behalf of the company, where this is commensurate with the grade of the post. This may entail working from other locations.
**Please ensure you have uploaded and attached your supporting statement to evidence how you meet the criteria for the role. The panel may be unable to shortlist you for interview without this evidence.**
In return Lancashire County Council offers a range of benefits, which can be found on LCC Vacancies website.
Job Description and Person Specification
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