IT Support Specialist

4 weeks ago


Norwich, Norfolk, United Kingdom Norwich City Council Full time

About the Role

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As a key member of our IT team, you will provide critical support to council staff ensuring uninterrupted delivery of vital services. You will be responsible for diagnosing, resolving and escalating technical issues.

Key Responsibilities:

  • Technical Support: Offer expert assistance in resolving user, software and hardware issues across various applications.
  • Request Management: Manage service requests, incidents and complaints through to resolution.
  • User Guidance: Provide advice and guidance to users promoting self-service where possible and updating online help resources.
  • Security Compliance: Monitor adherence to information security, data protection and GDPR policies reporting any breaches.
  • Account Management: Administer user accounts and permissions in accordance with IT procedures ensuring secure access.
  • Proactive Issue Management: Identify and address potential IT issues preventing smooth operations.
  • Incident Analysis: Analyze trends investigate recurring issues and document solutions.
  • Asset Management: Maintain the asset management system ensuring compliance with software licenses.
  • Service Level Compliance: Ensure Service Level Agreements are met delivering excellent customer satisfaction.
  • Problem Solving: Take ownership of issues conducting analysis and implementing fixes.
  • Continuous Improvement: Recommend improvements to systems and applications enhancing council operations.

Job Details:

  • Job Type: Full-time, Permanent
  • Estimated Salary: £28,555.90 per annum
  • Work Location: On-site


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