IT Support Assistant - Req24531

As an IT Support Assistant you’ll thrive on improving how services are delivered, using user research to inform technology solutions that are accessible, easy to use and reliable.We are innovating and changing services by investing in automation through technologies such as power platform and RPA. It is a very exciting time to join the growing team within a city renowned for excellence in the digital sector. We hope to attract people who want to innovate and transform IT to help improve the services we provide and ultimately improve individual’s lives.Integrated Digital Services (IDS) are at the start of our journey to a Cloud based Infrastructure collaborating with partners such as Microsoft, Google, and AWS along the way.Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values
andambitions .About youAs an IT Support Assistant you will bring to the role:Strong written, verbal communication and interpersonal skillAbility to identify problems and take own initiative in finding solutionGenuine interest in IT with a willingness to learnAbility to work as part of a team as well as independentFlexibility, our services are open from 8AM till 5:30PM and you would be expected to work on a rota pattern between these hoursAbout the roleAs an IT Support Assistant you will be:Providing 1st line IT support to staff across council, our customers, and partnersReceiving and logging all IT queriesPrioritising all requests and incidents reported and highlighting queries that require escalatingAn understanding of troubleshooting Software and Hardware issuesFace to face IT supportSupporting the work of Local Government and NHS organisationsParticipating in meetings and putting forward ideas and solutionsWorking to deadlines and ensuring Service Level Agreement (SLA’s) and Key Performance Indicators (KPI’s) are metYou’ll be provided with:Full training and development opportunities including Linked-in and AWSRegular 1-2-1 meetingsFriendly and supportive working environmentHybrid working (mixture of office and home working)There may be opportunities in the future for varied working patterns as we look to bring in an extended serviceWe realise how important it is to ensure that the staff are well trained, given the opportunity to develop and are motivated to work. We provide various types of training opportunities and we are focused on development to get the best out of you but also allow you to progress and climb the career ladder within Leeds City Council.The role is integral to our Service Centre Team. The Integrated Digital Service works across Leeds City Council and the Integrated Care Board (Leeds) - opening up a number of exciting prospects to work within the health and care sector and local authority. The Integrated Digital Service is improving how services are delivered, using user research to inform technology solutions that are accessible, easy to use and reliable. It is a very exciting time to join the growing team within a city renowned for excellence in the digital sector. We hope to attract people who want to innovate and transform IT to help improve the services we provide and ultimately improve individual’s lives.What we offer youWe take pride in offering the best employee experience, with benefits including:a competitive salary and annual leave entitlement plus statutory holidaysmembership of the West Yorkshire Pension Fund with generous employer contributionsflexible and hybrid working arrangements subject to service requirementsa clear career pathway and continuing professional development opportunitiesa range of staff benefits
to help you boost your wellbeing and make your money go furtherHow to applyPlease complete the online application form.Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is ranked 70 on the Stonewall Equality Index 2023. We are also an age-friendly employer, a Mindful Employer and a Disability Confident Leader.All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.Job DescriptionJob Purpose:ICT Customer ServiceThe Responsibilities of an IT Support AssistantCustomer Service is very important in this role. The successful candidate must possess an excellent understanding of what constitutes good customer service and be capable of evidencing why this is important in an IT support role.Dealing with the day-to-day first and second line hardware and software requirements for a large organisation which includes ‘Incidents’ and ‘Requests’ for IT related servicesSupporting a large and varied user-base who use multiple systems and services. Support is predominantly over the telephone with some face-to-face opportunities as part of the service offeringAn understanding of different IT hardware / software is required in or order to diagnose and resolve user incidents and issues. Issues will range from: general straightforward advice / first-line fixes such as password resets to more complex technical incidents such as user account queries and mobile device / tablet issues etc.This role will also include a range of day-to-day administrative dutiesCandidates must be prepared to work flexibly to cover operational hours (08:00 -17:30 Mon-Fri) as part of a rota. The role will require a mixture of office and remote workingOur Customer Base:Leeds City Council Employees and Elected MembersWest Yorkshire Integrated Clinical Service (WYICS)West Yorkshire Joint Services (WYJS)ESSENTIAL REQUIREMENTS: It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.IT InfrastructureContributes, under supervision, to routine infrastructure operation.Ability to develop an understanding of infrastructure components and services by following the activities of experienced colleagues.Customer Service SupportReceives and handles requests for service, following agreed procedures.Promptly allocate calls as appropriate.Create incidents and service requests and maintain relevant records.Follow agreed procedures to identify, register and categorise incidents.Gather information to enable incident resolution; allocate incidents as appropriate.Systems Install and RemovalContribute, under supervision, to routine infrastructure operation.Develop an understanding of infrastructure components and services by following the activities of experienced colleagues.Council Managerial Standards for this roleAbility to work on own initiative and take accountability for area of responsibility.Experience of developing and sustaining constructive working relationships both internal and external.DESIRABLE REQUIREMENTS: It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.Configuration ManagementApply tools, techniques and processes to administer, track, log, report on and correct configuration items, components and changes.Assist with audits to ensure the accuracy of the information and undertake any necessary corrective action under direction.Training and CertificationIt is desirable for the post holder to hold an appropriate level of qualification, or to have undertaken appropriate training in-line with this role.IDS Service Centre Structure and Career ProgressionThere are 6 levels of progression with the IDS Service Centre:ICT Service Operations Manager – PO6IT Officer – SO1Each role has a set of essential and desirable technical skills associated with it alongside complimentary and essential core competencies. The roles require a wide range of skills. It is not expected for any one individual to have every skill at the identified level.Although progression isn’t automatic within Leeds City Council, there are many opportunities to progress within the Information Digital Service. Staff can apply for roles within IDS. Roles can be permanent positions or temporary arrangements through secondments.The Service Centre works closely with third line technical teams such as: Security, Networks, Identify and Monitoring, Unix, Microsoft Server, Exchange, Service Development and Application engineering teams.In addition, IDS has begun its journey to the cloud with the introduction of MS Teams, M365, SharePoint online, file storage and OneDrive.
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