| Salary £24,404 - £25,183 Per annum | Permanent, Full Time, 37 hours per week | Service Centre Team |
International Sponsorship – this role is not open to international sponsorship.
LCC, Digital Services – ICT Technical Support Officer (Grade 4)
We have an exciting opportunity for a new staff member to join our frontline ICT service, providing support to all of Lancashire County Council and partners.
The successful candidate will be working within our busy ICT Service Centre based in the Preston, County Hall complex, carrying out the following duties:
* Providing First line technical resolutions to ICT issues raised via Telephone, Web Based & Face to Face channels, on a rota basis.
* Fulfilling Service Requests for customers, via a series of web Tasks & eForms.
* Independently resolving more complex ICT issues at second line, using well developed problem diagnosis skills.
* Prioritising assigned tasks and responding independently to unanticipated problems.
* Providing effective communication between the Service Centre, other services and customers.
Ideal candidates for the role will be able to demonstrate that they possess the following:
* Desirable, but not essential, experience of ICT technical support at First- and Second-line levels.
* Aptitude for logical / critical thinking with the ability to troubleshoot a problem in a methodical way. Experience of this in an ICT environment is desirable.
* Good customer service skills, including strong interpersonal and empathetic listening skills.
* Excellent and effective oral and written (grammar) communication skills.
* Competence in using multiple ICT systems (e.g. e-mail, word-processing, spreadsheets and databases).
* A commitment to working together based upon one team sharing ideas, knowledge, resources, understanding and mutual trust.
* A commitment to undergo further training.
You will be working directly or interacting with technologies such as:
LiquidLogic social care applications, Oracle Fusion, Microsoft - Office365, Active Directory, Azure, Enterprise Online, InTune & Endpoint, Trelix / SkyHigh products, Web Applications utilising Apex & SQL, Adobe products, AutoDesk products, GiS applications, ServiceNow, Storm DTA and Canon solutions. Hardware including Windows 10/11 Laptops, Desktops & Tablets. Mobile Phones on Android & IOS. Canon printing and scanning.
For an informal discussion about this role, please contact: richard.dudley@lancashire.gov.uk
Interviews are to take place on Thursday 6th February 2025 (this may subject to change).
Please Note the following important information:
You must be prepared to work flexibly on various shift patterns, across the hours of 8:00am to 5:00pm.
Flexible working from home arrangements are available, however there is a minimum commitment of 2 days per week on premises at County Hall, Preston, PR1 0LD.
The successful candidate will also need to commit to around 4 weeks of initial, on premises training, 5 days a week, at County Hall, Preston PR1 0LD.
Due to the changing nature of the business, this job description serves as a framework to outline the main areas of responsibility at the time of writing. It is not intended to be either prescriptive or exhaustive and may change over time.
Lancashire County Council as an equal opportunities' employer intends that no job applicant or employee will receive less favourable treatment because of their age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, sex, sexual orientation, race, religion or belief unless this can be objectively justified.
Lancashire County Council has agreed a Code of Conduct and Statement of Ethical Standards that outline the behavioural and ethical standards that must be upheld by its employees and casual workers. If you are appointed, you will be required to accept these provisions on appointment.
In return Lancashire County Council offers a range of benefits, which can be found on LCC Vacancies website.
We reserve the right to close down a vacancy early, before the closing date, if we receive sufficient applications.
Please ensure you have uploaded and attached your supporting statement to evidence how you meet the criteria for the role. The panel may be unable to shortlist you for interview without this evidence.
Job Description/Person Specification
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