Desktop Support Engineer

You will work with a multidisciplinary Information and Communication Technology (ICT) team in a fast-paced environment, to deliver quality products that meet the organisational and user needs.

The team: This team is responsible for the ongoing delivery of software and hardware to the organisation and its users. This is a fast paced, evolving environment that enables smooth delivery of ICT solutions.

Our offer to you:

• Civil Service Pension, with 28.97% employer contribution. Click for more information
• 26 days' holiday, rising to 29 days after two years' service (pro rata)
• Holiday purchase scheme (option to buy up to five extra days annual leave)
• Flexible working & family friendly policies.
• Ergonomic, fully accessible office, very close to Birmingham New Street Station
• Open, collaborative and people focused culture

Your responsibilities:

• Provide technical support. You will be responsible for the investigation and resolution of 2nd line IT calls (software and hardware), You will offer technical assistance keeping end users informed of progress and escalating major issues where appropriate that affect the wider organisation
• Maintain operational documentation. You will write and maintain ICT guidance ensuring that it is relevant and up to date for various audiences (ICT colleagues and Commission employees)
• Ensure best practice. You will ensure that any ICT support carried out meets the operational requirements of the Commission and that they adhere to the Commission's business continuity and security accreditation arrangements.
• Be user focused. Work constructively to build effective relationships to reach mutually beneficial solutions whilst engaging with colleagues and stakeholders to resolve IT queries efficiently. You will also operate in an indirectly supervised environment where minor changes to ICT systems are made
• Embrace Agile ways of working. You will be able to work in a fast paced, evolving environment and adopt a flexible approach to enable smooth delivery of ICT solutions.

Essential criteria:

• Able to provide administrative support and troubleshoot Windows 11 and IOS Operating Systems.
• Experience and working knowledge of supporting Microsoft Office 365 suite SharePoint, OneDrive, Active Directory/AAD, Intune, Entra, Adobe Creative Cloud suite, IBM products, and other ICT software applications.
• Have demonstratable working experience of enrolling, administering, configuring and troubleshooting Microsoft Surface laptops, Apple iPhones and iPads.
• Able to manage and deliver a range of different duties in a fast-paced environment with conflicting deadlines and levels of priority effectively.
• Experience and working knowledge of ICT hardware including supporting, administering and maintaining Microsoft Surface Tablets and Surface Hubs through Microsoft Entra.

Desirable criteria:

• Awareness of emerging technology solutions and proactivity in sharing the potential benefits of technology developments across the team / organisation.
• Experience with Microsoft PowerShell scripting.
• Exposure to TOPDesk Incident Management System.
• Experience with Microsoft Purview

The Gambling Commission is the regulatory authority responsible for overseeing and regulating gambling activities in the United Kingdom. Our primary role is to ensure that gambling is conducted fairly, openly, and free from crime, while also protecting vulnerable individuals from harm. We regulate various forms of gambling, including casinos, bingo, sports betting, and lotteries, and issues licenses to operators. We are committed to ensuring a safe and responsible gambling environment, promoting transparency, and enforcing compliance with legal standards to maintain public trust in the industry. We're proud to have notable industry recognition, including the Regulatory Excellence Award from the International Association of Gaming Regulators (IAGR). This prestigious award recognized the Commission's international leadership in enhancing consumer protection through industry collaboration. Please apply if you want to be part of an organisation that is force for good!