2nd Line Support Technician

Posted on May 10, 2022 by Department for Education

London, United Kingdom
IT
Immediate Start
£28.5k - £28.5k Annual
Full-Time
We work in multi-disciplinary teams using Agile methods to innovate and radically improve services that:
  • Raise standards of education.
  • Provide the best start in life for children.
  • Drive economic growth.
  • Support disadvantaged and vulnerable children and young people.

Job description

Right now, we have an exciting opportunity for a 2nd Line Support Technician to join our End User Compute Services team.

As part of our on-site support service, you will take operational responsibility for managing your allocated, queue of incidents and requests. In addition, you will also be required to facilitate on-site clinics.

You will be accountable for maintaining business-critical services in a fast-paced, busy environment, so flexible working and remaining calm under pressure are key. Collaboration, strong stakeholder management and communication skills are also important, as you will work with a wide variety of internal and external users at all levels.
Responsabilities
  • Providing a high quality IT support service.
  • Carrying out testing of new systems.
  • Managing and administering accounts.
  • Driving continuous improvement, automation and self-service.
  • Handling incidents and requests from a diverse user base in Service Now.
  • Diagnosing and managing customer incidents/requests using a variety of applications and processes within a timescale determined by our Service Level Agreement (SLA).
  • Maintaining and updating the 2nd Line Support Teams operational documentation, including knowledge bases and user guides.

    Essential Criteria
  • Experience of diagnosing customer incidents/requests on all Windows 10 and Microsoft Office 365 products.
  • Experience of providng both hardware and mobile device support.
  • Excellent Customer Service skills and the ability to understand customer needs.
  • The ability to work within a team but also use your own initiative to aid with diagnostics.
  • Experience of working to a deadline to ensure SLAs are met.

    Desirable Criteria
  • An understanding of ITIL methodology and/or ITIL v3 Foundation.
  • Working knowledge of ServiceNow.
  • The ability to develop and improve processes to make them more efficient.

    Please note:-
  • Should we receive a large volume of applications, candidates may only be sifted on the first three essential criteria.
  • Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision at interview. Please continue to apply for this position, even if you do not meet all of the desirable criteria.

Benefits

  • An environment with flexible working options, such as job sharing, term-time working, flexitime and compressed hours.
  • As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities which are tailored to your role.
  • As our work represents the whole of our population, the only way we can provide effective services is by being an inclusive and diverse organisation. We are passionate about maintaining an open and positive working culture.
  • A generous annual leave allowance of twenty five days increasing by one day every year to a maximum of thirty days after five years' service. In addition, all staff receive the Queen's Birthday as privilege leave and eight days' bank and public holidays.
  • Paid special leave for volunteering.
  • A wide variety of staff support networks including a Women's Network, BAME Network and Wellbeing Network.
  • As a member of the DfE, you can join the highly competitive Civil Service Pension Scheme, which experts agree is one of the most generous in the UK. For further information on these schemes please refer to the following website: Civil Service Pensions website.
  • Being a member of the Department for Education will give you access to schemes offering discount on various amenities including groceries, sports & activity groups, and gym memberships.
  • Cycle to Work scheme and loans towards bicycle purchase.

Reference: 1591464553

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