2nd Line IT Support Analyst / 2nd Line Support
- Recruiter
- Bluetownonline Ltd
- Location
- Nottingham
- Salary
- £20,566 - 21,777 per year
- Posted
- 27 Jan 2015
- Closes
- 24 Feb 2015
- Ref
- SMILE
- Contact
- Administration Support
- Sectors
- IT
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: 2nd Line ICT Technical Officer
Location: Nottingham NG9
Salary: £20,566 - £21,777
The Council is looking to recruit a 2nd Line ICT Technical Officer to join their team in Nottingham, NG9.
Key Responsibilities:
Service Desk:
- Ensure that all Service Desk calls for the Technical Team meet the defined SLA’s and where these are breached escalate appropriately.
- Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, communicating current status of any call escalations with all members of the team and key users.
- Provide technical & infrastructure support for the ICT environment.
Change Management:
- Development of scripts for job scheduling and data integration purposes within the technical environment.
- Refresh of Test & Train environments to support new developments or enhancements to systems.
- Prepare and enact implementation plans for changes within the technical environment e.g. RFC’s, Tasks etc.
- Work with existing supplier contracts to establish latest software release in line with the release management process.
Security:
- Maintaining physical security and good order in Data Centre and ICT working environments, ensuring all cabling is tidy and appropriately labelled and any equipment alerts or faults identified in the environment are evaluated and dealt with appropriately.
- Maintain information security through equipment data wiping, ensuring disposals are dealt with in an appropriate manner to protect against data loss including configuration wipes of any infrastructure equipment.
- Manage administrative privileges in line with ICT policies.
Customer Services:
- Establish and portray a professional image of the department at all times with a customer focussed ‘can do’ attitude, setting expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’.
Knowledge Base:
- Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge is maintained.
- Maintenance of technical procedures to ensure they are current and remain fit for purpose.
Technical Projects:
- Implementation of new infrastructure, technology acquisitions, software solutions and upgrades.
- Responsibility for completion of work schedules with the project organiser as directed by the ICT Service Delivery Manager.
Administration:
- Maintenance of ICT inventories including Media Library, Software Assets, Hardware Assets, Communications Lines etc.
Special Conditions:
- Evenings and weekend work will be required from time to time to address the support service and project delivery.
- While flexi time does apply (by arrangement) the working week will be fixed shift 5 out of 6 days Monday to Saturday.
To Apply please click on the APPLY Now link and further information will be sent to you by email.
IMPORTANT: Please read through this information carefully.
Candidates with experience of; ICT Technical Officer, ICT, IT Helpdesk Support Technician; IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, IT Manager 1st Line Helpdesk Engineer, IT Support Technician, 2nd Line Support Engineer, 2nd Line Support, Support Technician will also be considered for this role