Job Details

  • Job Type: Contract
  • Salary: In the region of £200 per day Umbrella PAYE
  • Sector: Technician
  • Location: London
  • Posted: 5 days ago

Description

Description:

To manage and co-ordinate the activities within the team, promoting best practice and ensuring service targets are achieved. Managing the delivery of ICT services to internal customers by supporting the Infrastructure; servers, systems & services in a third line role. To oversee the resolution of customer’s problems and implementation of customer’s requests.

Key tasks and deliverables:

Operations

  • Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver;
  • Maintain ‘Service Now’ log of all incidents raised and resolve incidents in accordance with office standards and the SLA.
  • Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.
  • Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.
  • To provide input into wider team’s initiatives. The post-holder will be expected to actively contribute to the team’s operational objectives and provide input into how the team can improve and meet its targets;
  • Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).
  • Identify and procure hardware/software and assist with financial management and invoice payment, following departmental guidelines.

Analysis

  • Assess the impact of any changes to MS365 and to identify how this may impact the customer/support team.
  • Assess the impact of change and provide recommendations to stakeholders.
  • Communicating with the judiciary and representatives of other agencies and organisation to understand the different types of customers and respond to them appropriately.
  • Understand the urgency and skill levels of customer and use discretion when communicating;
  • Ensure complex IT issues can be explained in plain English.
  • Dealing with telephone/e-mail queries from customers outside of eJudiciary.
  • Contacting and liaising with departmental IT suppliers and representing our interests.
  • Present at IT Roadshows (held nationally) the eJudiciary service.

Representation

  • As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.

Specialisms

  • Ensure specialist knowledge of MS365 and related administrative tools is up to date and maintained.

Accountability

  • Accountable to the eJudiciary Support Helpdesk Manager and in turn to the Head of Judicial and RCJG ICT.

Experience Required:

  • Recognised IT Qualification/Degree relevant to position.
  • Knowledge and experience of administering MS365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS365 environment – Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and Skype for Business;
  • Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);
  • Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
  • Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary;
  • Experience of dealing with incident, problem and change management processes.
  • Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).
  • Experience of working in a 2nd Line team within an IT support environment.
  • Production of support documentation and training materials for both internal support teams and customers.
  • Being able to deliver training to colleagues and customers;
  • Experience of a call logging systems (Service Now highly desirable).

 

Please note this is a contracted position of 3-6 months with the possibility of extension depending on budgets and performance.

For further information please contact roxanne@bramptongroup.org or call 0208 8551632

**Please note as an agency we can only offer an Umbrella PAYE rate for this post **

How To Apply

Apply Now or apply using webmail:
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