ICT Technician

HCL Workforce Solutions Ltd; Kendal; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading workforce solutions provider is seeking an experienced ICT Technician in Kendal. This full-time temporary position requires handling incoming ICT incidents, providing administrative support, and ensuring efficient service management. Candidates should possess an NVQ3 or equivalent, strong software skills, and significant experience in ICT support. Join a team dedicated to excellent user service and support across the council's IT infrastructure.

Qualifications

• Advanced understanding of ICT support concepts and skills.
• Significant experience in a relevant technical role.
• Ability to travel independently across council sites.

Responsibilities

• Handle incoming ICT incidents and requests.
• Provide admin support for ICT Engineers.
• Manage own caseload of incidents and resolve at first contact.
• Champion ICT Security Policies and Procedures.

Skills

Proficient in standard software (Word, PowerPoint, Excel)

Strong ICT troubleshooting skills

Ability to work independently

Understanding of ICT Security Policies

Education

NVQ3 or equivalent (A levels, HNC, HND)

Tools

ECDL certification

Job description

ICT Technicians in Kendal, Westmorland and Furness

These are full-time temporary positions on an ongoing basis.

The purpose of the ICT Technician is to provide a technical, single point of contact for the end user community and service their needs at the first point of contact. The post holder will support the efficient performance of the ICT Service and may be allocated specific projects.

Responsibilities:

1. Handle incoming ICT incidents and requests by logging contact into the ICT Service Desk.
2. Provide 2nd Line administrative support for ICT Engineers.
3. Develop ICT skills and knowledge to resolve incidents at first contact.
4. Manage own caseload of incidents, prioritise, triage, and resolve as many as possible at first contact.
5. Initiate the ICT Service Request process and fulfill user requests where possible.
6. Manage the Service Communications process, including approvals, message distribution, and updates.
7. Manage the User Account Management lifecycle: creation, updating, and removal.
8. Provide ICT advice to end users.
9. Ensure incident and request management processes operate successfully.
10. Grant third-party access for ICT support and related tasks.
11. Administer user password management for all W&F ICT internal applications.
12. Champion ICT Security Policies and Procedures, raising potential threats and risks.
13. Diagnose and repair ICT product failures (software and hardware), interpreting diagnostics reports to identify root causes.
14. Provide timely and accurate updates to the service management system.
15. Manage incidents to resolution within SLA requirements.

Requirements:

• Qualifications: NVQ3 or equivalent (A levels, HNC, HND).
• Knowledge: Advanced understanding of key concepts, skills, and competencies for effective support.
• Experience: Significant experience in a relevant role or environment.
• Expertise:

• Proficient in standard software such as Word, PowerPoint, Excel (including formulas, macros, and advanced tools).
• ECDL certification.
• Ability to travel independently across Westmorland & Furness Council sites.

Please apply or call Neven at 07936 348296!