The Role

Core to the functional area of Support and Delivery is an IT Service Desk that deals with all incidents, problems and standard Service Requests. This function owns the live / operational ICT Services and associated ‘work items’ from inception to completion. The Service Desk provides 1st and 2nd level support and is the primary channel for all ICT services, together with providing proactive support through dealing with system events and preventing outages. The Officer role in the Support contexts involves multiple areas of work including IT Service Desk, 2^nd Line support, Access Management, Provisioning and Project work.

We are looking for applicants with skills and experience in the following areas:

• IT knowledge specifically around 1^st and 2^nd line resolutions
• Software installs
• Communication
• IT knowledge specifically around 1^st and 2^nd line resolutions

Typical activities an Officer in the team will undertake include:

• 1^st Line support on the phone and via email dealing with Password resets issues and requests
• 2^nd line support in the office, and out on site
• Walk in incidents and requests
• Amending access rights to Systems and folders and the creation of new accounts
• The provisioning and set up of new equipment
• Actively involved in ongoing projects

In order to be shortlisted for this job please demonstrate how you meet the Person Checklist as detailed on the attached Job Profile - this information needs to be inserted under the 'Relevant skills, experience and behaviours' section on the Application Form.