Telephony & Mobile Devices Specialist - Public Sector

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 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.