Information Systems Officer Telephony

Westfield Secondary School; Sheffield; On-site; GBP 26,000 - 34,000; Full time

Job summary

Sheffield City Council is seeking a proactive IT support professional to administer and continuously improve our mobile device service, contact centre telephony platform and related digital services.

This is an office-based role at Howden House, Monday to Friday, 09:00–17:00, with face-to-face mobile device support to end users at the ICT offices in Sheffield City Centre. You will respond to requests, maintain services and contribute to improvements and upgrades.

Qualifications

• Experience administering telephony platforms and MDM systems.
• Strong troubleshooting and analytical skills.
• Customer service and stakeholder management experience.
• Experience supporting end users with technology.
• Understanding of accessibility, information security and data protection.
• Experience of system testing, defect resolution and quality assurance.
• Ability to manage competing priorities and meet deadlines.
• Ability to work independently while knowing when to escalate or seek specialist support.

Responsibilities

• Provide remote and in-person support for mobile devices.
• Administer corporate mobile devices using Microsoft Intune and telephony systems.
• Collaborate with colleagues, service areas and suppliers to deliver digital solutions.
• Investigate incidents, service requests and system issues; escalate as needed.
• Manage user access, permissions and security controls.
• Deliver approved system changes and configuration updates per governance and deployment processes.
• Produce and maintain system documentation, reports and knowledge articles.
• Contribute to projects and transformation programmes through development, testing and implementation.
• Identify service improvements to enhance systems and customer experience.
• Balance workload between operational support and development tasks.

Skills

Telephony platforms

Mobile device management

Troubleshooting

Customer service

Stakeholder management

End user support

Accessibility and security

System testing

Prioritisation

Independent working

Continuous improvement

Tools

Microsoft Intune

Storm Contact Centre

Microsoft Teams telephony

Job description

Sheffield City Council is on an exciting digital transformation journey, transforming how we deliver services through innovative digital solutions, automation and emerging technologies. As we continue to modernise and improve services for our residents, this is an excellent opportunity to play a key role in shaping the future of digital public services.

The Role

The postholder will provide day-to-day administration, support and continuous improvement of the Council's mobile device service, Contact Centre Telephony platform and associated digital services.

These services support front-line service delivery, customer contact and mobile working, enabling staff and residents to communicate and access services effectively. The role will primarily work within core service delivery, responding to user requests, maintaining established services and undertaking defined development and configuration activities to ensure services remain reliable, secure and fit for purpose. The postholder may also support service improvement and program activities, such as telephony upgrades, device refreshes, and the implementation of new digital capabilities.

This is an office-based role at Howden House, Monday to Friday, from 09:00 to 17:00, as a significant part of the role involves providing face-to-face mobile device support to end users at the ICT offices in Sheffield City Centre

Key Responsibilities

• Support end users remotely and in person with their mobile devices
• Provide day-to-day administration, support and maintenance of Corporate mobile devices using Microsoft Intune, Storm Contact Centre telephony system, Microsoft Teams telephony, and associated digital services.
• Work collaboratively with colleagues, service areas and suppliers to deliver effective digital solutions.
• Investigate and resolve incidents, service requests and system issues, escalating where appropriate.
• Manage user access, permissions and security controls in accordance with approved procedures.
• Deliver approved system changes and configuration updates in line with governance, testing and deployment processes.
• Produce and maintain system documentation, reports, knowledge articles and operational records.
• Contribute to projects and transformation programmes through development, testing, implementation and support activities.
• Identify service improvements and support the continuous enhancement of systems, processes and customer experience.
• Prioritise and manage workload to balance operational support with development and project activities.

Skills and Knowledge we are looking for

• Experience supporting and administering Telephony Platforms and Mobile device Management systems
• Strong troubleshooting, problem-solving and analytical skills.
• Strong customer service, communication and stakeholder management skills.
• Experience of directly supporting end users with technology
• Understanding of accessibility, information security, data protection and digital service standards.
• Experience of system testing, defect resolution and quality assurance activities.
• Ability to manage competing priorities and deliver work to agreed deadlines.
• Ability to work independently while recognising when issues require escalation or specialist support.
• Commitment to continuous improvement, learning and knowledge sharing.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.