Service Operations Officer performs various functions in providing basic incident resolution and technical support to customers or end users via the telephone, in person or electronically.
They conduct initial assessment, triage, research, and resolution of basic issues with application software and hardware components. They will minimise the adverse effect of incidents by ensuring that normal service is restored within defined service level agreements.
The postholder will be responsible for managing incidents and service requests using a ticket logging system, providing 1st and 2nd line support with first class technical support/solutions and escalating calls where appropriate working within an ITIL environment.
* Manage incidents and service requests, providing 1st and 2nd line support, providing first class technical support and solutions and escalating service impacting calls where appropriate to 3rd Line support teams and external support teams such as Microsoft & Dell.
* Manage and maintain patches, firmware, and upgrades across the desktop environment using tools such as Dell Support Assist in conjunction with Dell Tech Direct.
* Creates and documents procedural documentation to help technical and non-technical colleagues understand technical problems by updating Knowledge Base and Known Error database records within ITSM tool.
* Test and analyse digital systems, hardware, and software performance. Avoiding service interruptions by performing system installations, ensuring updates are applied, and follow maintenance procedures.
* Conduct offsite visits, providing technical support at remote locations, replacing, and installing IT equipment, radios, and mobile phones across a number of different environments within the Greater Manchester Combined Authority, Greater Manchester Fire & Rescue Service and Northwest Fire Control. This involves collecting and transporting the equipment from other GMCA locations, unloading as required and configuring equipment.
* The postholder will participate, support, and help manage projects to support Service Operations Team Leader and other areas of Digital in effective transition of technology projects into business-as-usual activity.
* Ensure all replacement and additional devices are built to the corporate standards and that any additional software required by individual users is loaded and any access to ICT Systems is given as required.
* Undertake the rollout of any new ICT equipment, ensuring that the inventory information is uploaded, updated and asset information is kept accurate and up to date in CMDB.
* Represent the Service Operations team at weekly CAB meeting. Keeping track of all business affecting changes that may affect the Service Operations team, raising questions and concerns about any proposed changes and reporting key information back to the team.
* Ensure inventory control and documentation relating to procurement, hardware and licences are maintained.
About us:
As an employer, the Greater Manchester Combined Authority (GMCA) is made up of a number of key Greater Manchester strategic functions and service providers including; Greater Manchester Fire and Rescue Service (GMFRS); Waste and Resources; Environment; Work and Skills; Research; Public Sector Reform; Police, Crime and Criminal Justice; Homelessness; the Greater Manchester Ageing Hub and the Commissioning Hub.
We value the diversity of our employees, and aim to recruit a workforce which reflects our diverse communities across Greater Manchester. We encourage applications from all suitably qualified individuals, irrespective of people's age, disability, Trans status and Non-binary identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We have guidance in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.
To find out more about working for us please click here:
Our offer:
In return for your hard work, we offer our employees a competitive package as part of our offer that you can find out more about here:
Greater Manchester Combined Authority - Home | greater.jobs
Mandatory Information:
Artificial Intelligence (AI)
We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.
Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.
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Employees on the redeployment register will be given priority for any vacancies in the first instance. If employees are identified as a match from the register then the vacancy may be withdrawn or put on hold pending an outcome.
For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.
Hybrid working
This role is part of GMCA’s hybrid working scheme. As part of our commitment to ‘Build Back Fairer’ in Greater Manchester following the Covid-19 pandemic, we have evolved our management methods by trusting and empowering staff to deliver their work in the best way that suits the business and their individual needs, and supports health and wellbeing. Our hybrid working policy sets out a flexible approach, combining attendance at our [Manchester city centre office / Fire and Rescue service HQ in Swinton / other location] with remote working, typically from home; the location of work is primarily dictated by the needs of the business: ‘Do what is right for you and the business on that day’. If appointed to the role you will work with your manager to agree and regularly review the best working pattern for you, your team and your work.