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IT Support Officer
2 weeks ago
**DWP. Digital with Purpose.**
- Are you skilled Tech Support practitioner?
- Do you enjoy helping others to increase their digital confidence?
- Are you passionate about delivering coaching and upskilling end users?
- Do you want salary of £27,565, 27% pension, flexible working and great work life balance?
We want to add someone to our brilliant User Support Services, Field Services Team in King's Lynn.
We call this job End User Computing Analyst in DWP, but you might think of yourself as IT Support, End User specialist, Tech Support, IT Helpdesk or something else.
Basically, if it's IT you can support it, roll it out, and help users understand how to get the best out of it.
With over 110,000 users in DWP, and a massive ongoing digital transformation, this is as big and exciting a End User support challenge as you're likely to find.
**Duties. Work. Projects**:
Field Services provide end-to-end customer care Level 1 support to DWP colleagues via Face to Face, Remote and Virtual channels. We mange IT requests, incidents, changes and problem tasks, along with instant messaging, chat service, and telephony.
This is a challenging, fast-paced, agile and rewarding role. There'll be lots to do and we don't expect any two days to look the same.
You'll give virtual support, and help your local end users
- helping with devices, including mobile phones, mobile computers (laptops), and desktop equipment.
We're looking for resilience, excellent communications so you can influence and coach users and stakeholder to get the job done.
**You'll need the skills to**:
- Deliver, install, configure and support end user equipment including, desktop PC, mobile devices and software including assistance desk-side delivery
- Deliver coaching, guidance and upskilling end users to increase their digital confidence and gain maximum value out of end user devices and other digital products.
- Provide first time resolution by troubleshooting and diagnosing within established standards and guidelines or escalating faults to end user computing specialist resolver groups or appropriate third party vendors, to investigate and resolve.
- Act as an on-site Digital partner with a good understanding of the issues affecting those sites.
- Support and resolve local site IT development activity to minimise service disruption and ensure compliance with quality management, risks management and security processes and procedures.
- Support investigation and diagnosis of assigned issues for workarounds and/or root causes, assists with the investigation of known errors and proposes solutions to incidents and implements solutions on behalf of the user.
**Details. Wages. Perks.**
We have roles based in King's Lynn council offices.
In return for your skills, we offer competitive pay of £27,565, a brilliant civil service pension with employer contributions worth over 27%, and a generous leave package.
We also have a broad benefits package built around your work-life balance which includes:
- Flexible working, flexi hours and flexi days
- Hybrid working: some time in a hub with the team, some time at home
- Family-friendly policies
- Time off volunteering and charitable giving
- Bring your authentic self to work with 'I Can Be Me in DWP'
- Discounts and savings on shopping, fun days out and more
- Interest-free loans to buy a bike or a season ticket
- Sports and social activities
- Working in an award-winning environment and culture
- Professional development, coaching, mentoring and career progression opportunities.
