Mobile Device Support Officer

1 month ago

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

Group Infrastructure and Operations (GIO) within Defra's DDTS are looking for a Mobile Device Support Officer.

As a Mobile Device Support Officer, you will be providing remote 2nd and 3rd line Cloud Mobile Telephony support, resolving incidents and issues, for the Defra group.

This is a customer facing role as a part of a busy team. Where you will be dealing politely and efficiently with staff at all levels. Using adaptable clear communication skills over the phone and in writing. Where you will adjust to meet the various levels of technical assistance required.

You will contribute to the successful delivery of the Cloud Mobile services. Setting up, supporting and maintaining Apple products such as iPhones and iPads, etc. Providing training for users, troubleshooting and resolving network issues. Delivering excellent incident and request fulfilment. In line with ITIL Principles, to the approved standards using ServiceNow.

**Person specification**

**Responsibilities**
- Resolving ServiceNow catalogue requests for staff. Opening, updating and closing cases.
- Continuously reviewing online help and guidance such as Knowledge Articles (KAs), ensuring training materials are fit for purpose.
- Monitoring and ensuring agreed quality and service performance targets. By resolving operational incidents and problems.
- Engaging with and escalating to 3rd party suppliers, to support with more complex incidents. In line with Service Level Agreements (SLA’s) and managing these escalations to the point of resolution.
- Providing technical support on incidents for Cloud Technologies. By working closely with customers to understand their requirements and user needs.
- Contributing to regular team meetings. Having the ability to present technical information in a clear, concise and direct manner. Providing updates on complex issues.

**Skills and Experience**
- A proven background in IT, Telecoms and/or Vodafone Corporate Online (VCO) Portal with knowledge of Mobile Networks.
- Experience of supporting and resolving 2nd and 3rd line support calls.
- Setting up and troubleshooting Apple devices.
- Comfortable with delivering to staff in varied locations via phone and conferencing services.
- Experience of working within a technical environment. Supporting demanding customers, under pressure, as part of a team.
- Awareness of ITIL best practice and use of IT service Management tools. Such as ServiceNow to help manage the team’s workload.
- Collaborative team player with prioritisation and escalation skills.

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

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

**Benefits**:

- Additional leave
- Casual dress
- Cycle to work scheme
- Flexitime
- Sick pay
- Work from home

Schedule:

- Flexitime

Work Location: Hybrid remote in Bristol

Reference ID: 276602

Flextime

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