IT Operations Officer

2 months ago

Sheffield, United Kingdom Social Work England Full time

Social Work England are the specialist regulator for social work in England, focused on enabling positive change in social work. Every day, social workers support millions of people to improve their chances in life. We are taking a new approach to regulating social workers in their vital roles. We believe in the power of collaboration and share a common goal with those we regulate - to protect the public, enable positive change and ultimately improve people’s lives.

As our IT operations officer your role will be to assist in delivering IT support for our users. You will also be expected to support the IT operations technician and IT operations manager in the day to day running and administrative tasks of the IT operations function. You will be the first point of contact to colleagues across the organisation, triaging tickets and providing IT support and administrative tasks.

**What you will do**
- Provide first and second line support to the teams across our organisation using ITIL incident management methodologies in FreshService ITSM (IT Service Management), make decisions with regards to solving and dealing with tickets at first point of contact or triaging as appropriate and escalate when need to, whilst coordinating third line problems with developers, business analysts, and third parties.
- Complete specialist tasks to contribute to the ongoing support, maintenance and improvement of the Azure tenant that underpins our core business digital services.
- Support the wider IT team in day-to-day operations, to deliver IT activity, sharing knowledge and skills as required, ensuring actions are completed and communicated back to the end user.
- Responsible for the configuration and delivery of both the IT ServiceDesk (FreshService) and the ‘business support’ system (FreshDesk).
- Work collaboratively with external suppliers and internal teams to ensure that the delivery of FreshService and FreshDesk is effective, fit for purpose, and to a high standard, responding to changes/improvements within given timescales.
- Identify continuous improvement opportunities across the IT estate, and where agreed with the IT operations manager, manage projects to implement the improvement in line with ITIL change management disciplines.
- Update our case management system using tools including Microsoft SQL and MySQL.
- Maintain our Windows desktop estate including the asset register for all IT devices.
- Administer systems including Microsoft 365, ERP (Enterprise Resource Planning), and others ensuring effective usability and security is in place.
- Use Endpoint Manager to efficiently manage our desktop estate using configuration profiles, app deployment and conditional access.
- Own the ‘starters, movers, and leavers’ process by liaising with colleagues regarding sending out and receiving equipment due to remote working and delivering IT inductions either face to face or remotely, ensuring timescales are met.

**Your skills, knowledge and experience**
- Knowledge of Microsoft Azure and its associated tools.
- Analytical approach to troubleshooting and diagnosing issues.
- Ability to work under pressure and to demanding timescales with the ability to prioritise workloads appropriately.
- ITIL Foundation Certificate v3 or above.
- Excellent organisation and time management skills.
- Ability to work cross-organisationally, working well with others and responding positively, creatively, and supportively to a variety of colleagues while maintaining high and consistent standards.
- The ability to work on your own initiative and demonstrate flexibility.
- A positive attitude to problem solving.
- A strong team player who enjoys working collaboratively and building relationship with colleagues, partners, and other stakeholders across all levels to deliver results.
- Commitment to continuous service improvement in suggesting and implementing more efficient ways of working and in learning and following improved ways of working.
- A demonstrable commitment to equality and diversity in service delivery.

**Details**
- Job type: permanent
- Salary: £26,361 per year, rising to £27,379 per year after successful completion of a 6-month probationary period.
- Location: Sheffield/hybrid working
- Benefits: flexible working, contributory pension and life insurance and 25 days holiday
- Closing date: 6th February 2023

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

**Salary**: £26,361.00-£27,379.00 per year

**Benefits**:

- Flexitime
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Sheffield, S3 8JY

Reference ID: 10081

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