ICT Technical Support Officer

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| Salary £22,129-£25,927 Per annum | Permanent, Full Time, 37 hours per week | Digital Service Centre & EOC, Preston |

The successful candidate will be working within our busy ICT Service Centre in the Preston County Hall complex, specifically supporting Lancashire schools subscribing to a range of key ICT services, both on and off site.  Specific tasks include the following:

Understanding the key priorities, targets, and effectiveness of the service, helping to ensure that compliance with service level agreements is maintained.

Independently resolving more complex ICT issues, using well developed problem diagnosis skills.

Carrying out technical administration tasks (e.g., the creation, amendment and deletion of user accounts).

Developing and maintaining knowledge base articles.

Prioritising assigned tasks and responding independently to unanticipated problems.

Assisting Service Centre Management Team to develop and support the business.

Delivering technical support on schools' premises.

 Ideal candidates for the role will be able to demonstrate that they possess the following:

A strong commitment to service delivery and customer satisfaction.

Experience of ICT technical support at first and second line levels.

Competence in using multiple ICT systems (e.g., e-mail, word-processing, spreadsheets and databases)

The ability to understand, triage and resolve technical issues.

Knowledge of IT service management software, such as Service Now

Great customer service skills, including strong interpersonal and empathetic listening skills.

Excellent and effective oral and written (grammar) communication skills.

Excellent keyboard, mouse and telephony skills.

Proven ability in effectively training, mentoring and coaching colleagues.

A commitment to working together based upon one team sharing ideas, knowledge, resources, understanding and mutual trust.

A commitment to undergo further training.

Lancashire County Council as an equal opportunities' employer intends that no job applicant or employee will receive less favourable treatment because of their age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, sex, sexual orientation, race, religion or belief unless this can be objectively justified.

The post you are applying for is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2013). If successful, you will be required to apply to the Disclosure and Barring Service (DBS) for a 'disclosure'. Further information can be found on the 'Our Recruitment Process' tab.

You will be required to provide a car for use in connection with the duties of this post and must be insured for business use. However, we may consider you if you cannot drive because of a disability.

Lancashire County Council has agreed a Code of Conduct and Statement of Ethical Standards that outline the behavioural and ethical standards that must be upheld by its employees and casual workers. If you are appointed, you will be required to accept these provisions on appointment.