Ict Technical Support Officer

3 months ago

Preston, United Kingdom Lancashire County Council Full time

Salary £23,152 - £23,893 Per Annum | Permanent, Full Time 37 Hours Per Week | Preston |

Pay Award Pending

**International Sponsorship **- this role is **not **open to international sponsorship

**LCC, Digital Services - ICT Technical Support Officer (Grade 4)**
- Providing First line technical resolutions to ICT issues raised via Telephone, Web Based & Face to Face channels, on a rota basis.
- Fulfilling Service Requests for customers, via a series of web Tasks & eForms.
- Independently resolving more complex ICT issues at Second line, using well developed problem diagnosis skills.
- Prioritising assigned tasks and responding independently to unanticipated problems.
- Understanding the key priorities, targets and effectiveness of the service, helping to ensure that compliance with service level agreements is maintained. Providing effective communication between the Service Centre, other services and customers.
- Desirable, but not essential, experience of ICT technical support at First and Second line levels.
- Aptitude for logical / critical thinking with the ability to troubleshoot a problem, in a methodical way. Experience of this in an ICT environment is desirable.
- Good customer service skills, including strong interpersonal and empathetic listening skills.
- Excellent and effective oral and written (grammar) communication skills.
- Proven ability 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 will be working directly or interacting with technologies such as**:
Microsoft - Office365, Active Directory, Azure, Enterprise Online, InTune & Endpoint.

Hardware including Windows 10 Laptops, Desktops & Tablets. Mobile Phones on Android & IOS. Xerox MFD's using both Pull & Push print models.

**Please Note the following important information**:
You must be prepared to work flexibly on various shift patterns, across the hours of 8:00am to 5:00pm.

Flexible working from home arrangements are available, however there is a minimum commitment of 3 days, per week, on premises at County Hall, Preston, PR1 0LD.

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.

Due to the changing nature of the business, this job description serves as a framework to outline the main areas of responsibility at the time of writing. It is not intended to be either prescriptive or exhaustive and will inevitably change.

Lancashire County Council as an equal opportunities' employer intends that no job applicant or employee will receive less favourable treatment because of their age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, sex, sexual orientation, race, religion or belief unless this can be objectively justified.

Lancashire County Council has agreed a Code of Conduct and Statement of Ethical Standards that outline the behavioural and ethical standards that must be upheld by its employees and casual workers. If you are appointed, you will be required to accept these provisions on appointment.

In return Lancashire County Council offers a range of benefits, which can be found on LCC Vacancies website.

**How to Apply**

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.

Job Description & Person Specification

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