ICT Support Officer
Recruiter
CCW
Listed on
27th October 2021
Location
Birmingham
Salary/Rate
£23600 - £26869
Salary Notes
Pro Rata
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
Reports to: ICT Manager Division: Business Services Location: Birmingham office with blended working arrangement subject to agreement - but one day must be a Friday. Part time position working 22.5 hours per week. How to Apply Your application Applications must include: A completed Personal Details form. A curriculum vitae* including education, professional qualifications and full employment history, giving details of key achievements relevant to the skills and experience outlined in the person specification and the job description. A personal statement outlining, how you meet the published essential criteria which must be no more than 2 sides of A4. Job Purpose Statement Reporting to the ICT Manager, the ICT Support Officer is responsible for providing day to day ICT support to CCW colleagues and liaising with CCW's external support partners, i.e. Managed Service Provider to escalate any queries. playing a pivotal role in helping CCW shape the future of ICT. working closely with the ICT Manager helping to define CCWs ICT Strategy and roadmap, medium to long term. Management of Resources Financial Resources None(budgets for which the jobholder is responsible) Human Resources None
(staff for whom the jobholder is responsible) Equipment
(range of plant and/or equipment for which the jobholder is responsible) Desk and other office-based equipment already in situ Observance of Health and Safety Guidelines Contacts and Communication Internal - Daily contact with Executive Head of Business Services, ICT Manager and all staff External - Managed ICT Service Providers, Telecoms Partners and Defra Key Duties and Accountabilities The Part time ICT Support Officer is responsible for: Key Duties and Accountabilities Day to day ICT support (in line with agreed working pattern), logging calls, resolving issues with first time fix, escalating where appropriate. Own the 1st and 2nd line support process Work closely with Managed Service Provider and other partners including Telecom Solutions Provider - rapidly establish an excellent working relationship Maintain a high level of customer service in dealing with support queries - take ownership of user problems and act proactively to ensure a positive outcome Manage workloads, inform ICT Manager when SLA is breached, regular review of open and held incidents Attend meetings with Managed Service Provider to identify any SLA breaches and discuss any other areas of concern Keep abreast of IT trends, engage with ICT Manager to develop personal development plans Manage starter (new profile) / leaver user process, liaising with department heads to ensure Active Directory is up-to-date, be diligent on system security aspects Basic password reset requests, unlocking accounts Maintain a detailed asset register of all colleagues' equipment. Support colleagues with Customer Incident (Complaints) application, Oracle Service Cloud Offer assistance and support with colleagues' mobile phone queries, log calls with mobile phone provider Help shape and develop CCW ICT Helpdesk - bring ideas and experience to form a dedicated process for colleagues to log incidents and how they are kept abreast of the issue Be integral in contributing to the ICT Strategy and Roadmap Actively promoting and embedding Equality Diversity and Inclusion (EDI) in all your work. Supporting and complying with all organisational initiatives, policies and procedures on EDI. In addition to the duties described in this specification the jobholder may be required to carry out such other duties as may reasonably be required.s as may reasonably be required. Requirements Essential A level equivalent IT related qualification Be able to demonstrate relevant experience of working in an IT support
environment Experience of working in a Windows environment (Desktops - Windows 10, Server - 2016, Active Directory / Group Policy, Exchange, Word, Excel, PowerPoint and Outlook) Relevant experience of working with telephone systems / VoIP Ability to learn and develop in a fast paced environment Excellent communication skills Experience of equipment configuration, i.e. user laptops, mobile phones Experience of remote user assistance, i.e. TeamViewer Remote Access Experience of conferencing software, i.e. Microsoft Teams Outstanding trouble shooting and problem solving abilities A technical, logical thought process An ability to adhere to strict deadlines An ability to prioritise and delegate A keen eye for detail Flexibility for some out of hours work required to assist in security updates or
infrastructure upgrades. Desirable Degree level equivalent IT related qualification Experience of Networking, DHCP/DNS/ Firewall/VPN/FTP/Router Experience of Virtualisation environment - vSphere/Citrix Confident to deal with senior stakeholders, i.e. Executive Team and Board Asset management Attainments Standard of general education. Professional/ technical education. Specialised training. Work experience. Special Skills Oral communication. Written communication. Numerical. Interpersonal.
Administrative. Problem solving. Other special aptitudes/ skills. Attitudes/Disposition Management/ Leadership Reliability Decision making Problem solving
Flexibility Teamworking Other Criteria Mobility Out of hours work Car driver Home Office set up Summary of Terms and Conditions Part time ICT Support Officer You are invited to apply for the above post which is currently based at 23 Stephenson St, Birmingham B2 4BH, with flexibility to work at home where agreed in line with CCWs blended working policy. Qualifications and Experience Please refer to the person specification for more details. Nationality Requirements This job is broadly open to the following groups UK nationals nationals of Commonwealth countries who have the right to work in the UK nationals of the Republic of Ireland nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service certain family members of the relevant EU, EEA, Swiss or Turkish nationals. Candidates must be free from any restrictions to take up employment in the UK. Language Requirement Customer facing roles in CCW require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process. Conditions of Service The post is fixed term - 23 months with a view to permanency The salary for the post is £23,600 up to £26,869 pro-rata and is paid monthly in arrears by credit transfer. Hours of work You will be required to work 22.5 hours per week excluding lunch breaks, one day must be a Friday. The department operates a system of flexible working hours (FWH), which is worked by most employees, but may vary slightly. There are a number of terms associated with FWH. These are detailed below: Bandwidth - 07.00 hours to 19.00 hours - the times between which the office is open for work. Flexible Lunch break A minimum break of thirty minutes is required. Annual Leave Your annual leave allowance will be 25 days plus 10½ days' public and privilege holidays, all pro-rata.. Induction All new employees will have an induction training programme specifically prepared for them by Human Resources and their line manager. Stocks or shares Because of the nature of the information you will come into contact with and the need to be wholly independent of the water industry, you will be precluded from holding or dealing in stocks or shares of any privatised water company or of any existing statutory water company. This extends to having any active financial interest (shares or debt securities including debentures, bonds and gilts, options, rights or future rights to shares or other securities). Your spouse, partner and any dependent children are also precluded from having any active financial interest in these types of company. Pension As soon as you start your new job, you are eligible to join the Civil Service pension arrangements. We offer you a choice of two types of pension. Partnership: This is a stakeholder pension with a contribution from us. How much we pay is based on your age. We pay this regardless of whether you choose to contribute anything. You do not have to contribute but, if you do, we will also match your contributions up to 3% of your pensionable earnings. The contributions are in addition to the age-related contribution mentioned above. Alpha: Alpha provides a defined benefit worked out on a Career Average basis. A Career Average pension scheme means you build up a pension based on a percentage of how much you earned each year. More information can be found at Civil Service Pensions Expenses Where appropriate, travelling costs will be refunded at the rate of a standard rail fare for the journey or motor mileage rates as follows: Cars: 25p per mile (the exact mileage will need to be noted, as we will ask you to record it on the expense form) Please note that proof of purchase will be required for all public transport expenses. Expenses for travel into the UK cannot be refunded. Overnight accommodation expenses will be considered. All travel expense claims must have prior written approval from the HR Manager. Please also refer to page 7 for full details. Please also send your optional Equality Opportunities Monitoring Form by email to Click here to contact this recruiter . Closing date The closing date for applications is 14 November 2021. Data Protection In accordance with the General Data Protection Regulations (2016), your application will only be used to inform the selection process, unless you are successful, in which case it will form the basis of your personal record with us and will be stored in manual and electronic files. Any data about you will be held in completely secure conditions, with restricted access. Information in statistical form on present and former employees is given to appropriate outside bodies where there is a legitimate purpose for this. Data that you provide on the Equal Opportunities Monitoring form will be included in a general database, for statistical monitoring purposes only enabling us to monitor the effectiveness of our policy on equal opportunities in employment. Individuals will not be identified by name. We use a third party organisation to carry out background screening on all applicants that are successful at interview and given a formal offer of employment. We do this as a legitimate interest to ensure the suitability of applicants. We share candidate name, telephone number, address and email address as provided on your application. The third party organisation holds this information and information that you subsequently share with the third party for a period of six months. By signing and submitting the relevant forms, you are giving your consent to the processing of your data in the ways described above. Guaranteed Interview Scheme (GIS) We are committed to the employment of disabled people. We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme. Equal Opportunities and Diversity We aim to be an Equal Opportunities Employer, intending to make sure that there is equality of opportunity and fair treatment for all, regardless of gender, race, disability, sexual orientation, gender reassignment, religion or belief, age, pregnancy and maternity, and marriage and civil partnership. All applications receive equal treatment and selection for a post will be based on merit. We have undertaken a programme of diversity training for all employees to help understand the concept of diversity and how it compliments equal opportunities. It also provides an understanding of the implications of the legislation, for working with colleagues and customers. Complaints Procedure If you feel your application has not been treated in accordance with the Principles and you wish to make a complaint, you should contact Karen Cropp, Human Resources Manager, CCW, 23 Stephenson St, Birmingham, B2 4BH.
