ICT Support Specialist

3 days ago


Glasgow, Glasgow City, United Kingdom Scottish Canals Full time
About the Role

Scottish Canals is seeking an experienced ICT Support Specialist to join our Digital Services team. As a key member of our team, you will provide technical support and project delivery services to ensure the smooth operation of our ICT systems.

Key Responsibilities
  • Provide first-line technical support to Scottish Canals users, including application and hardware support.
  • Ensure incidents and requests are logged accurately in our Service Management tool.
  • Collaborate with the wider ICT team to maintain and improve the cyber resilience of Scottish Canals.
  • Ensure the confidentiality, integrity, and availability of ICT business information.
  • Assume active and ongoing involvement in personal and technical development.
  • Resolve incidents and requests within the Service Desk SLA's.
Requirements
  • Previous experience in a similar 1st line/customer-facing role is preferred.
  • An understanding of support processes and the use of incident management tools.
  • Occasional travel to sites across Scotland.
  • A good understanding of baseline information security, particularly within a corporate environment.
Skills and Experience
  • Windows operating systems.
  • Microsoft 365 & Microsoft Office applications.
  • Laptop, desktop, and mobile troubleshooting.
  • Networking and troubleshooting techniques.
  • Traditional and VOIP telephony systems.
  • Mobile device management solutions.
  • Writing process documents and user training guides.
Qualities and Abilities
  • Organized and with great attention to detail - takes pride in the quality of their work.
  • Must be able to work in a highly pressurized environment and have multi-tasking capabilities.
  • A clear and effective communicator.
  • Readily takes ownership and accountability for issues.
  • Self-motivating and able to work under own initiative.
  • A willingness to go the extra mile to achieve a complete solution.
  • Good listener with the ability to apply the knowledge gained effectively.
  • Good overall grounding in ICT with interest in keeping up to date with new technologies and products.

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