ICT Desktop Support Technician

• 5 GCSE's Grade A-C (to include English and Maths) or equivalent
• NVQ Level 3 in ICT or equivalent, or relevant demonstrable experience

Desirable:

• NVQ Level 3 in Customer Service
• NVQ Level 3 Business and Administration
• ITIL Foundation Qualification

The New GCSE Grading System

• Grades 7-9 are equivalent to the old grades A and A*.
• The bottom of grade 7 aligns with the bottom of grade A.
• Grades 4-6 are equivalent to the old grades B and C.
• The bottom of grade 4 aligns with the bottom of grade C

Experience and knowledge Method of Assessment - I, T

Essential:

• Experience of giving support to other staff/colleagues.

• Experience working in a fast paced growth oriented environment.

• Experience of working in a demanding office environment.

• A broad appreciation of service provision including Customer Care and Quality.

• Experience of using and advising on policies and procedures in a work setting

• Proven record of setting challenging but achievable targets for themselves and a team whilst performing well against those targets

• Understanding of Data Protection and Freedom of Information Acts.

Desirable:

• Experience of working in a local government setting.
• Experience of working with ITIL practises

Specialist skills and abilities Method of Assessment - I

Essential:

• Proven experience in a support role for IT systems and networks

• A comprehensive and wide knowledge of ICT including o Microsoft Windows desktop operating system o Network administration o Peripheral support

• Ability to coordinate multiple tasks concurrently

• Sound understanding of ICT security concepts and issues

Desirable:

• 1st line support
• Proven experience of customer services role
• Experience of working with 3rd party service providers

Personal skills and attributes Method of Assessment - I

Essential:

• Able to present a professional view of the service
• Ability to be an ambassador for the service
• Customer focussed approach
• Ability to work under pressure to tight deadlines.
• Good interpersonal skills.
• Methodical with strong organisational skills.
• Able to communicate effectively in writing and in person.

Desirable:

• Ability to identify and advise of where improvements to the service can be achieved
• Ability to deliver presentations to a varied audience.

Decision making impact and innovation Method of Assessment - I

Essential:

• Able to appropriately prioritise team workloads and demands, ensuring business critical functions are delivered within required timescales, * During a Pandemic, Epidemic or Major Incident or Emergency you may be asked to work from home or other location and on occasion to undertake duties that are not stated in your Job Description or Person Specification where there is a skill, competency, and experience match

• Able to work effectively in a busy environment

• Ability to work on a wide variety of tasks

• Good organisational skills and attention to detail

• Able to be flexible and adjust to changing priorities

• Ability to work in a shared office environment.

• The postholder must have a full driving licence with access to a car during the day and must be able to travel independently.

• The postholder must be willing to work a flexible working pattern to support the needs of the Authority. The postholder will be expected to work evenings and weekends when required to complete a task.

• Able to communicate effectively at all levels, using initiative and working as part of a team.