ICT Technician - Adult Education College

Adecco; Wolverhampton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency is seeking a Service Support Team member to provide 1st and 2nd line Digital & IT support for the City of Wolverhampton Council. Responsibilities include ensuring service functionality, maintaining internal systems, and troubleshooting customer issues. The ideal candidate will possess strong analytical skills and a commitment to compliance with service-level agreements.

Qualifications

• Experience in providing Digital & IT support including 1st and 2nd line.
• Ability to analyze support statistics and escalate issues.
• Knowledge of service level agreements (SLA) compliance.

Responsibilities

• Provide IT support to customers for various equipment and services.
• Ensure timely resolution of issues per SLA.
• Conduct Root Cause Analysis to resolve problems.

Job description

Role

The post holder will be part of the Service Support Team, responsible for maintaining and supporting CoWC equipment, software, and services by providing 1st and 2nd line support to all customers.

1. Provide first and second line Digital & IT support (Service and Incident Management)
2. Ensure the Digital & IT service meets the needs of Business Users (Change Management)
3. Ensure equipment and services are fit for purpose (Supplier Management)
4. Monitor, report, and resolve incident trends (Problem Management)
5. Assist in implementing Digital & IT projects (Project Management)
6. Engage customers in specifying requirements (Process Improvement)

Principal Duties and Responsibilities

1. Act as a point of contact and provide advice/support on all Digital & IT systems supported by CoWC, including Desktop, Laptop/Tablet, Mobile, Telephone
2. Ensure customers have the necessary equipment, software, and services functioning correctly
3. Create and maintain Windows deployments and application packages
4. Keep internal Digital & IT systems up to date (ICT Assets, Licences, Service Catalogue)
5. Analyze Digital & IT support stats and escalate issues as needed
6. Troubleshoot and resolve customer issues and queries
7. Conduct Root Cause Analysis to resolve problems
8. Ensure timely resolution of requests and incidents per SLA
9. Assist in IT training, product demos, and workshops
10. Monitor job progress, provide feedback and updates to customers
11. Support the Digital & IT Service Desk in providing 1st line support
12. Manage customer expectations to ensure high satisfaction
13. Promote best practices for Digital & IT policies and procedures
14. Drive a works vehicle to support external customers
15. Maintain professionalism and promote Digital & IT services among CoWC staff
16. Comply with the Council's policies, including Health and Safety, Equal Opportunities, Data Protection, and other regulations
17. Participate in staff development and continuous professional development
18. Undertake other tasks as directed, including service improvements

City of Wolverhampton Council is committed to Corporate Parenting, providing the best care and protection for children who are looked after.

For inquiries, please contact a recruitment expert.