IT Support Officer

Act as part of a multidisciplinary IT Department contributing to the management and delivery of IT services, with a focus on coordination and administration, and support for local service request fulfilment.

Main Roles and Responsibilities

1.Provide operational and administrative support across the range of IT Department functions:

• Assist the IT Manager in the development of IT service delivery processes, including the development of IT related standard operating procedures and policies to enable effective operational management of the IT Department.
• Contribute to the coordination and administration of IT Department operational processes (e.g. team documentation, finance, risk management, procurement etc.)

1. Respond to and deal with service fulfilment requests, in accordance with agreed procedures, including local user, service, equipment and site supports.

3.To provide advice and assistance to Elected Members, staff and associated groups on all IT matters that contribute to the efficient running of the service.

4.Maintain a register of all IT assets. Maintain appropriate stock of IT equipment and consumables.

5.Where directed, oversee works provided by third parties and contractors ensuring compliance with agreed processes.

6.To administer user and system accounts and security features to protect information while allowing appropriate access to users.

7.To support council training in Information Technology through identification of training needs and the provision of in house training.

8.Support Information Management governance to ensure safe, effective and legally compliant use of Council data.

9.Contribute to the development of information management processes and promote best practice within the organisation.

10.Provide IT support in response to the invocation of the Council Emergency or Disaster Recovery Plans.

11.Responsible for temporarily assigned staff and the co-ordination and overseeing of students supervised and the administration of all relevant records, in line with the placement.

Service Delivery and Performance

1.The post holder will be accountable to the IT Manager for all aspects of service delivery within the section; ensuring the provision and delivery of high quality and cost effective services.

Financial Management and Controls

1.Work within agreed budgets and finances to deliver service priorities, by ensuring that allocated budgets are effectively managed, implemented and adhered to for the projects under their control.

2.Authorise the purchase of goods and/or services in accordance with the Council’s procurement policy.

3.Ensure functions under the control of the post holder are operated in accordance with the Council’s risk management and governance processes, and that the appropriate documentation is completed and signed off as necessary.

Performance Improvement

1.Keep up-to-date with changes and amendments to relevant and allied legislation including areas of best practice relating to the postholders service area, reviewing practices, making recommendations to the IT Manager and implementing service improvements, as appropriate.

2.Participate in employee training and development activities to ensure that knowledge, skills and competence required to fulfil the role in full are up to date.

3.Participate in the formulation, implementation and evaluation of the Department Business Plan.

• Grade C or above in at least 4 GCSEs* or equivalent qualification one of which must be GCSE English Language or equivalent and one of which must be a GCSE in a numerate subject or equivalent.
• Have a minimum of a Level 3* qualification, for eg Computing, Computer Science, Information Technology, ICT or a related discipline
• At least 12 months previous experience working in a customer-facing corporate environment, demonstrating the ability to support customers, resolve queries and communicate clearly.
• Previous experience of PC platforms, including Microsoft applications, operating systems and the Office 365.
• Competent in the use of Microsoft Office 365, including Outlook, Word, Excel and PowerPoint. Ability to work outside of normal office hours, including evenings, weekends and public/bank holidays.
• Hold a full valid driving licence and have access to transport to meet the requirements of the post OR Have access to a mode of transport that will enable the postholder to fulfil the role in full.