Telephony & Mobile Device Systems Officer

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

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.