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Ict Officer

4 months ago

Matlock, United Kingdom Derbyshire County Council Full time

**About Us**:
Join our dynamic Service Delivery Team within Digital Services. We are committed to delivering proactive and agile services that enhance the efficiency and effectiveness of our council’s operations. We are seeking a skilled and motivated ICT Officer to provide first-line support and ensure our digital services meet the highest standards.

**Key Responsibilities**:

- **1st Line ICT Support**: Provide first-line ICT support to council ICT users and external partners, ensuring service levels are met and offering feedback on automation and user education to reduce tickets.
- **Service Desk Management**: Utilise the Service Desk Management Tool to record, monitor, and resolve incidents and service requests, improving first contact resolutions.
- **Incident Ownership**: Take ownership of assigned incidents, conduct necessary research, and collaborate with the Service Delivery team to resolve issues, escalating when necessary.
- **Knowledge Management**: Develop, maintain, and update knowledge articles to ensure they are current and accessible.
- **Priority Support**: Give special attention to supporting Council Members and Executive officers, keeping managers informed and prioritizing their requests.
- **Guidance and Mentoring**: Provide guidance and support to ICT Service members, sharing skills and knowledge.
- **Trend Escalation**: Escalate unusual trends in incidents to the Senior ICT Officer to ensure timely and effective resolution.
- **Flexible Support**: Demonstrate flexibility in assisting with various activities within the Service Delivery function.

**Qualifications and Experience**:

- **Essential**:

- Considerable experience providing ICT support for critical systems and solutions.
- Proven experience in ICT 2nd and 3rd line support functions.
- Strong technical knowledge for resolving ICT issues.
- Experience with ICT Service Desk and Service Desk Management Solutions.
- Excellent communication skills for negotiating, persuading, and influencing outcomes.
- Ability to critically analyse and evaluate, make recommendations, and present complex data.
- Strong IT skills and the ability to work creatively under pressure.
- **Desirable**:

- Experience advising non-Digital Services colleagues and presenting reports/business cases.
- Experience developing and maintaining knowledge articles and conducting research for technical problem resolution.
- Knowledge of ICT systems used across the council and Digital Services for driving change.

**Personal Attributes**:

- Commitment to high levels of customer service and promoting a ‘Customer First’ culture.
- Excellent interpersonal, problem-solving, and decision-making skills.
- Ability to build relationships, guide, coach, and influence others.
- High-level communication and presentation skills for advising non-technical audiences.
- Proven collaborative skills and commitment to continuous improvement.

**Education and Certifications**:

- Relevant degree or equivalent recognized ICT qualification or relevant experience in a similar role.
- ITILv4 Foundation and CompTIA+ certifications are desirable.

**Why Join Us?**
You will be part of a supportive and forward-thinking team, dedicated to leveraging digital services to transform the council’s operations and deliver best value for money. We offer opportunities for professional development and career progression within a collaborative and innovative work environment.

**How to Apply**:
**Equal Opportunity Employer**:
We actively support the Council’s Equality and Diversity policy to foster a positive environment for all employees.

**Health and Safety**:
Ensure compliance with the Council’s Health & Safety policy and procedures, providing a safe working environment.

**Information Security**:
Comply with the Council’s policies on information security, including the ICT Security Policy and Safe Haven Guidance.

Provisional Interview Date: 24 June 2024

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