Information Systems Officer Telephony

Beighton; Sheffield; On-site; GBP 26,000 - 36,000; Full time

Job summary

Sheffield City Council is looking for a dedicated IT support professional to administer and maintain mobile devices and Telephony platforms, delivering daily user support and improvements to digital services.

You will work in a team delivering remote and in-person support, handle incidents, and contribute to projects and upgrades while maintaining documentation and security standards.

Qualifications

• 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.

Responsibilities

• 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.
• Support end users remotely and in person with their mobile devices.
• 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.
• 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

Telephony platforms

Mobile device management

Troubleshooting

Customer service

Stakeholder management

End-user support

Information security

Data protection

Testing & QA

Prioritisation

Tools

Microsoft Intune

Storm Contact Centre

Microsoft Teams telephony

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

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.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyoneand where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.