To provide high level technical support for business systems, specialising in end-user devices including responding to system faults, service requests, monitoring, diagnostics, troubleshooting and carrying out proactive maintenance/investigative work across the council.
To carry out technical discovery and development, routine/operational work and interface support to ensure business systems are performing effectively and efficiently, optimised to deliver the required performance.
To support the Service and Support Analysts
To contribute to the delivery of an effective and customer focused IT service across the council.
Job Description
Lead on work priorities/objectives set by the Service and Support Lead and develop work plans to deliver those objectives and to support organisational service delivery ensuring the council has a digitally/technology enabled workforce
To architect and provide detailed desktop solutions across all end-user devices, lead on the desktop operating system upgrades and deployments and their associated business systems
Provide technical/interface support to the end-user systems/equipment used by the council including carrying out detailed technical investigations and analysis to resolve incidents and restore services, working closely with business leads, suppliers and colleagues
To be an end-user device systems engineer expert and to be aware of emerging technologies and practice and how these might be utilised within the council and on council projects
Ensuring all incidents and service requests are appropriately logged, prioritised and progressed efficiently and effectively to enable business systems to perform
Responding, managing and resolving faults as they occur, liaising with 3rd party vendors and adhering to agreed SLA’s
Responding to service requests as allocated by the Service and Support Lead
Carrying out proactive maintenance work as identified and programmed. Ensure the end user devices are identified and supported with the latest patches and software
Provide support and assistance to colleagues to enable them to develop operational/technical skills to carry out their roles
Deliver technical first and second line support, advising of risks, making recommendations and supporting the proactive maintenance of the IT systems/equipment in order to maximise performance as well as ensuring the security of the systems and networks
Collaborate and support the wider team to ensure systems/equipment are operational and that users are kept up to date with any fault resolution
Train and support Service and Support analysts
Proactively ensure all agreed business critical systems are prioritised and available in the event of an incident under the business continuity plan and ensure business continuity recovery systems are regularly tested
Provide management information and statistics as required
Maintain the end user device asset registers and carry out asset moves as required.
Ensure all changes to end user device hardware and software are tested with the associated change records maintained.
Use the management tools to ensure devices are managed, encrypted, free from malware as required
Perform network patching as per guidance from Network Engineers
Produce/maintain documentation for all technical work undertaken including writing operational technical procedures as required
Identify any areas of risk and how to mitigate risk levels and ensure any risks are escalated in a timely manner
Look for opportunities to bring in income streams into the Council and horizon scanning for digital opportunities and efficiency savings across the organisation
Ensuring that professional advice is provided to all service areas across the council across the areas covered by this post
Ensure the security of the systems meets statutory requirements and that all audit/compliance requirements are met
Support the development and delivery of the Council’s IT strategy
Manage the delivery and development of effective and efficient customer service channels that meet customer needs and manage demand meeting statutory and legal requirements.
Responsibilities
Essential
Knowledge of ITIL and service management in an IT and business change environment
Experience of administering Enterprise systems
Excellent working knowledge of IT technical requirements on corporate systems
Detailed knowledge about end user device operating systems, virtualisation, network switches, corporate desktop applications etc
Experience of working as a service and support engineer across a range of technologies
Excellent knowledge of IT systems such as Windows operating systems, mobile device operating systems, encryption tools, anti-virus, group policy, Active Directory, Patch Management, Gold Build Imaging & App installations and operational procedures
Experience of responding to reactive and planned service and support engineering work
Experience of diagnosing system issues and problem resolution
Demonstrable experience of relevant IT practices and methodologies
Experience of working in a service and support role in a similar organisation with business critical systems/equipment
Demonstrable understanding of network, system and information security requirements and compliance
Experience of building relationships with suppliers/contractors
Experience of working on complex projects and of project management methods and tools
Experience of managing contracts and liaising with 3rd party vendors
Experience of cross functional team/matrix working and an ability to deliver corporate/team objectives and messages successfully across a diverse range of services with internal and external stakeholders
Experience of providing professional advice as required to a varied audience
Able to demonstrate good commercial awareness with examples of maximising financial opportunities/efficiencies and funding streams
Knowledge and understanding of the challenges facing local government and the wider public sector
Experience of working within a risk management/procurement framework
Experience of driving through change, development and transformation
Possess a clear understanding of the relevance of strong governance, financial and performance regimes
An understanding of fairness, equality and diversity in service delivery
Essential
Skills Required
Ability to make an active contribution to an environment of trust and mutual respect across the service
Ability to support/deliver projects that cut across organizational boundaries, address corporate issues and deliver improved outcomes for the council
Ability to communicate clearly and confidently with a wide range of stakeholders at all levels
Problem-solving skills are essential. Must be able to handle unexpected situations or difficult challenges. Must be able to accurately assess problems and come up with effective solutions
Able to develop effective working relationships and partnerships and drive consensus in a consistent and courteous way
Ability to identify and respond to emerging opportunities or challenges, adapting approach as required
Awareness of developing technologies and their application
Ability to challenge others to innovate and think outside the box
Ability to deliver a high level of customer service and proactively look for ways to improve the customer experience
Ability to network and manage/develop positive internal/external relationships with stakeholders
Ability to persuade and influence others, regardless of their stature
Excellent IT skills across the desktop and end user device technologies including the associated group policies
Ability to contribute to effective teams and relationships which are not dependent on hierarchy and line management
An ability to operate sensitively in a political environment
Good financial and commercial awareness, with excellent analytical skills and a creative approach to problem solving
Ability to “model” appropriate behaviours that encourage a culture of empowerment, initiative and transparency across the Council
Ability to prioritise and plan to deliver individual and organisational objectives
Occasional weekend and evening work may be required
Educational Requirements
Relevant professional/technical qualification or equivalent training and experience in a similar environment
Project management training
Evidence of continuing professional and personal development
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
* All employees are eligible to join the Local Government Pension Scheme (LGPS)
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support
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