Support Officer (ICT)

Job description

Job responsibilities

1. MAIN PURPOSE OF JOB:

The post holder will support the Support Manager (ICT) in providing IT support and training for the organisation.

2. POSITION IN ORGANISATION:

The post holder reports to the Support Manager (ICT) and is part of the IT team.

The post holder has no supervisory responsibilities.

3. SCOPE OF JOB:

Provide technical support to users for hardware, software and network issues.

Diagnose and resolve technical problems efficiently.

Maintain accurate records of IT issues, solutions, and system configurations.

Utilize an IT ticketing system to log, track, and resolve user issues efficiently, ensuring accountability and improving service quality.

Triaging and escalating tickets to other members of the team and Support Manager (ICT) where necessary.

Ensure new starters have access to all the right IT equipment appropriate for their needs or job roles

Ensure that leavers are removed from the IT estate.

Train users on new software and hardware and provide ongoing support.

Set up and configure new hardware, including computers, printers, and other devices.

Implement and monitor security measures to protect data and systems. Ensure audit checks are performed to ensure users do not have inappropriate IT access.

Regularly communicate when incidents effect users or groups of users.

Manage the mobile devices ensuring all devices are secure and updated regularly.

4. DIMENSIONS & LIMITS OF AUTHORITY:

The role will largely work as a part of the wider ICT team.

5. QUALIFICATIONS & SKILLS LEVEL:

Experience of working in a similar IT Environment or Department.

Experience of Windows Server and workstation administration.

Experience of Active Directory management.

Experience of using Zendesk or similar IT helpdesk logging system.

Experience in delivering support via email and by phone.

Experience working in a ITIL environment.

Ability to communicate verbally and in writing.

Ability to handle difficult situations and queries.

Ability to analyse the problem and bring to a resolution.

Ability to prioritise your own workload.

Works well under pressure.

KEY RESPONSIBILITIES:

Ensure that all queries and incidents are captured and tracked to completion on the helpdesk ticketing system.

Ensure all queries that cannot be dealt with within the agreed SLAs are communicated and triaged appropriately to your manager and the user who raised the call.

Assist the project team with testing and training of any new applications which are introduced to the IT estate.

Ensure all processes and procedures are understood and up to date.

Ensure that all administration tasks of setting up or removing leavers from all applications are carried out in line with delegated authority limits.

Regularly audit our systems to ensure they match what the job role requires.

Liaising with third party vendors.

Ensure seamless handovers to team members to maintain continuity and efficiency during project work, when problems arise, and in times of sickness or annual leave.

Promote and maintain a collaborative team environment to ensure effective teamwork and support.

Deliver excellent customer service to always meet and surpass the expectations of our organisation and staff members.

This job description does not attempt to describe all the tasks and responsibilities of the post, but rather illustrates with examples, the main role of the post-holder. It is therefore subject to alteration and development as and when required.

Person Specification

Skills

Essential

• Excellent IT skills including M365.
• Excellent communication skills with the ability to communicate, both verbally and in writing.
• Able to communicate complex ideas to non-technical staff.
• Problem solving skills.
• Organised and methodical approach.

Experience

Essential

• Experience of working in a busy IT department.
• Experience of Windows Server and workstation administration.
• Experience of Active Directory management.
• Experience of using Zendesk or similar IT helpdesk logging system.
• Experience in delivering support via email and by phone.

Desirable

• Experience with some of the following systems: ThankQ, SelectHR/Pay, Vantage, The Care Database

Qualifications

Essential

• Educated to GCSE Level or equivalent qualification.
• Further education in a relevant subject or equivalent experience.

Desirable

• Have a recognised ITIL qualification.

Personal Attributes/Abilities

Essential

• Ability to work effectively as part of a team & on your own initiative.
• Excellent attention to detail.
• Understand confidentiality.
• Works well under pressure.
• Flexibility to cover for sickness and holidays.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Claire House

Address

Clatterbridge Road

Bebington

Wirral

Merseyside

CH63 4JD

Employer's website

https://www.clairehouse.org.uk (Opens in a new tab)