The Role:
To provide a modern, efficient, professional and customer-focused support service for NIFRS Digital Applications, such as HR, finance, procurement and NIFRS operational applications. This will involve aspects of technical support, applications support, service desk, desktop support, systems integration and data warehousing.
As an integral member of the IT Team, provide a modern, professional and customer focused service to support the vision and mission of NIFRS as outlined below:
Responsibilities:
1. To provide a modern, efficient and customer-focused support service for NIFRS Digital Applications. This will include technical support, applications support, service desk, desktop support and systems integration.
2. Proactive monitoring of Digital application services.
3. Diagnose and resolve technical problems related to digital systems.
4. Provide technical support services for Digital Applications such as account management, role-based access configuration and ensuring availability of Digital Applications.
5. Communicating technical issues/incidents to service users and key stakeholders.
6. Provide training and guidance to users on digital systems and tools.
7. Create and maintain user manuals, FAQs, and support documentation.
8. Test and review products and solutions as required, including test evidence documentation.
9. Provide support for new systems, including upgrades and system enhancements.
10. Provide training and guidance to users on digital systems and tools.
11. Create and maintain user manuals, FAQs, and support documentation.
12. Assist with change release and change management activities associated with system upgrades or changes with all stakeholders, including the BSO Change Advisory Board (CAB).
13. To contribute to the development and maintenance of Service Transition Assurance Process (STAP) documentation.
14. To manage a workload of conflicting and competing priorities with deadlines subject to change depending on the business needs.
General Responsibilities:
15. To ensure continued and effective working relationships with key internal and external stakeholders such as users and suppliers.
16. To undertake the duties in such a way as to enhance and protect the reputation and public profile
17. To comply with all NIFRS frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance.
18. To maintain an up-to-date knowledge of organisational policies and procedures.
19. To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post.
20. Continuously developing personal knowledge and skills to enhance internal and external customer service.
21. To undertake project work as directed.
22. To undertake any other duties which may be assigned to meet organisational need and the change agenda, and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined
Essential requirements:
23. Possess an HNC level qualification in a computer related subject.
24. Have at least 1 year's recent experience in a System Support Technician role.
25. Have at least 3 years' recent experience in a System Support Technician role.
26. Demonstrate technical ability and skills in Windows client server environments and application support
27. Effective planning, organisation, prioritising skills and attention to detail and the ability to work individually or as a team member.
28. Effective communication skills (both oral and written) and the ability to provide timely and accurate information.
29. The ability to deliver high quality work with excellent attention to detail.
30. A customer service orientation.
31. Possess a full, current UK driving licence or have access to a form of transport which enables them to fulfil the full requirements of the job.
Desirable requirements:
32. Experience of working within local government or public sector.
Hours of work: per week
Hourly rate: £