ICT Service Delivery Administrator

This is an excellent opportunity to join a dynamic ICT Department. We are seeking to appoint a Service Delivery Administrator (2nd Line Engineer) to be part of our Service Delivery team, providing high-quality, customer-focused ICT support services.

We are looking for highly motivated individuals with outstanding customer service skills and a genuine enthusiasm for working within IT.

Candidates should be capable of:

• Delivering 2nd line IT support and resolving IT queries received via our service portal, email, telephone or in person.
• Supporting Windows 11 in a Microsoft domain environment.
• Addressing telephony, desktop/laptop, and application-related issues, in collaboration with third parties and internal support teams as needed.
• Contributing to the development of service desk documentation including Standard Operating Procedures (SOP).
• Working with other ICT staff members of the team, when facing Sev-1/Priority 1 incidents that affect our service.
• Participating in project activities and tasks as required; Prince 2 Foundation certification is advantageous but not essential.
• Deploying, troubleshooting, and maintaining hardware using GPOs, Intune Configuration profiles and onboarding devices via MS Autopilot.
• Demonstratable knowledge of cybersecurity best practices and data safeguarding.
• Exhibiting experience in the use of MDM technologies, such as MS Intune.
• Exhibiting a methodical approach to problem solving, whilst keeping a level head during our busy periods and during incidents that may affect our service.
• Mentoring and offering advice and guidance to junior staff but also non-IT members of staff.

• Be committed to delivering exceptional customer service.
• Communicate effectively with customers and colleagues across all levels of the organisation.
• Possess strong troubleshooting skills across hardware, software, and third-party systems.
• Exhibit flexibility to meet the evolving needs of the service.
• Demonstrate self-management and adaptability to reprioritise work in a dynamic environment.
• Display meticulous attention to detail and proactive initiative.
• Effectively plan and prioritise workload without supervision to meet SLA requirements.
• Hold an ITIL Foundation qualification.
• Have experience of using MDM technology to manage end user devices, such as phones, laptops, tablets, and desktop PCs.
• Have experience of working with technologies such as Citrix VPNs, ADCs, and an awareness of firewall technologies from various vendors.

You must have the right to work in the UK. Evidence for the right to work in the UK will be requested at the interview stage. It is an exciting time to join us, here at Ealing Council. If you would like to make a positive difference to our residents and borough, then we're looking forward to hearing from you.

Ealing Council is committed to creating good jobs and delivering on its connected communities' agenda. We are committed to equality of opportunity, to being fair and inclusive.