ICT Support Technician

1 day left

Recruiter
North Ayrshire Council
Location
Scotland
Salary
£20,188.35 - £22,106.70 per year
Posted
15 Sep 2016
Closes
29 Sep 2016
Ref
NAY01893
Contract Type
Permanent
Hours
Full Time


Role Profile

ROLE DEFINITION

To work with the Desktop Support team and undertake the installation and day-to-day support, maintenance and rollout of hardware, software and peripherals, diagnosing faults and setting up new users.

KEY TASKS AND RESPONSIBILITIES


Corporate Responsibilities
• To undertake individual role in line with the Council’s Strategic Priorities and in compliance with the Council’s corporate policies and procedures.
• To undertake any other reasonably required duties as instructed by Management or someone acting on their behalf, in addition to the role specific tasks & responsibilities detailed below.

Role Specific Tasks & Responsibilities

• Support the Council's Windows and Mac Desktop PCs and Laptops and ensure adherence to quality standards.
• Undertake all tasks associated with, installation and implementation of Desktop and peripheral equipment and operating systems software.
• To provide 1st line technical support; answering support queries via phone and email and to support users remotely.
• To log all calls on the EHD call logging system and maintain a log of any software or hardware problems detected.
• Visit client sites on own and to assist other technical staff.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be pro-active when dealing with user issues and to escalate more complex calls to the relevant IT Support member of staff.
• Adhere to Council and Departmental standards, guidelines and working practices with regard to security, back-up, Data Protection legislation, installation, configuration and systems administration, etc.
• Liaison within the Department and other appropriate departments of the Council, outside bodies and agencies, as required.

ESSENTIAL / DESIRABLE CRITERIA

 

 

Essential

Desirable

Evidence

Education and Qualifications

  • SVQ Level 3 or HNC in a Computing related subject

 

  • Application Form
  • Interview

Experience

  • Good understanding of PC hardware set-up and configuration.
  • Experience working with Windows 7, XP and Microsoft Office 2003 / 2010
  • Familiarity in operating tools, components and peripheral accessories.
  • Experience working in a team-oriented, collaborative environment.
  • Application Form
  • References
  • Interview

Specialist Knowledge

 

  • MCSE certification
  • Understanding of image creation and roll-out
  • Understanding of service delivery in Local Government.
  • Application Form
  • Interview
  • Pre/Post-Interview Check (if appropriate)

Skills and Abilities

 
  • Enthusiastic and self-motivated with ability to work unsupervised
  • Customer service focus.
  • Ability to read and understand technical manuals and procedural documentation.
  • Analytical and problem-solving abilities with keen attention to detail
  • Ability to fit in with work patterns required to meet deadlines.

 

  • Creative thinking and an interest in IT trends.
  • Ability to engage the involvement of staff from other teams, suppliers and customers.
  • Willingness to transport IT hardware between sites if necessary
  • Application Form
  • References
  • Interview

Other

 
  • Driving licence plus own transport.
  • Lifting and transporting of heavy objects, such as computers and peripherals.
 
  • Application Form
  • Interview
  • Pre/Post-Interview Check (if appropriate)

Staff Values & Behaviours

North Ayrshire Council uses behavioural based approach throughout the recruitment process. Our staff values of Focus, Passion & Inspiration will be explored for this vacancy.

Further information on how to complete behaviour based application form questions is available on the Council’s website.

Value

Behaviours

Focus.

We put our customers first

We understand the bigger picture

 

  • Provide excellent customer services
  • Meet and where possible exceed the expectations of internal and external customers.
  • Understand the performance levels and standards required within our own role and strive to achieve and where possible exceed these.
  • Know how the work we do fits into the overall performance of the Council.

Passion.

We take pride in the jobs we do

We are ambitious for our community

  • Take ownership of our own actions and performance.
  • Reflect on the work we do and consider how it could be improved.
  • Have a positive impact on the lives of our customers and their communities.
  • Push the boundaries to help our customers and communities realise their potential.

Inspiration.

We all look for better ways to deliver our services

We achieve the best results together

  • Find new ways to deliver improvements, efficiencies and value for money.
  • Embrace change with enthusiasm and creative ideas.
  • Work together and creatively produce the best outcomes for our customers and communities.
  • Plan all activities with the end goal in mind.