* £185 a day Umbrella
Deadline – 21/11/2025
Job Title: Technical Support Officer
Service: Information Management and Technology (IMT)
Team: ICT Delivery
Location: Wokingham, RG40 1BN
Reports To: Team Leader, Technical Support
Type of position: Contract
Hours per week: 37
Service Purpose
Information Management and Technology (IMT) leads the Council in providing direct customer services and technology services, Council communications and community resilience. It delivers the primary contact point for customer access via face‑to‑face, telephone and website services. The service provides core services and leads across the Council on customer services strategy and standards, information technology, disaster recovery and business continuity planning and strategic engagement with the public and the Council through quality communications.
General Description of the Job
• To deliver the Council’s strategy of a Technology Refresh to internal staff with new PCs and a new OS (Windows 11).
• The Technical Services Support Officer will give assistance with the Windows 11 in‑place upgrade and provide cover for helpdesk calls trying to resolve customers’ issues in a timely fashion.
• An experienced Technical Services Support Agent is required to assist with the upgrade of the Council’s existing Windows 10 IT estate. This role is pivotal in the smooth deployment of Windows 11 to the business areas, whilst ensuring a seamless transition of operating systems to our business users.
Main Accountabilities of the Post
1. Incident Management
o Troubleshooting of IT related problems and escalating where appropriate.
o Providing advice and guidance to End Users.
o Take ownership of IT problems and follow up the status of problems on behalf of the customer, including communicating progress in a timely manner.
o Diagnosing and resolving issues related to the Windows 11 rollout.
o Providing technical support and training to end users post‑deployment.
o Deploying Windows 11 across multiple laptop models efficiently and effectively.
2. Service Request Management
o Plan and prepare new PCs with WBC OS, applications and configuration.
o Review End User Device Reports to establish and install user applications.
o Review Active Directory for automated application installations.
o Plan and organise End User handover of new devices.
o Complete any documentation and sign‑off of the customer handover.
o Assist with Windows 11 in‑place upgrade activities.
o Provide helpdesk support with calls and emails from users.
3. Configuration Management
o Maintaining the Council’s asset database, applying and tracking changes including CMDB removing old assets and assigning new assets.
4. Customer Service
o Communicate with users in a professional, empathetic manner, with the ability to reason and effectively troubleshoot their problem with an understanding of business needs.
5. Administration & Support
o Publishing support documentation to assist staff with requests for information.
o Maintaining the Council’s IT knowledge base.
o Maintaining the IT self‑serve documentation.
6. Support project delivery by undertaking technical based tasks as required.
7. Apply technical skillset to assist the delivery of the IMT Service.
Additional Corporate Responsibilities
1. High Support, High Challenge: Bring forward good ideas, challenge areas where the Council can improve, and contribute to the Council’s ongoing success.
2. Health and Safety: Take reasonable care for the health and safety of yourself and others and cooperate with the Council to comply with statutory provisions.
3. Equal Opportunities: Take positive action to ensure a thorough understanding of and commitment to equality in service delivery and employment practices.
4. Safeguarding responsibilities: Demonstrate and reinforce the Council’s commitment to safeguarding and promoting the welfare of children and vulnerable adults.
5. Special Factors: Work flexibly, including evenings and out‑of‑hours, willingness to travel, and undertake duties reasonably expected by the Line Manager.
Scope
* Staff: None
* Financial: Budget directly controlled (excluding salary costs): None
* Resources: Facilities, equipment or systems within overall span of control: None
* DBS Check Required: No
Values Profile
One Team
* Demonstrates individual accountability and collective responsibility.
* Always acts in the best interests of the Council and the communities the Council serves.
* Take a Council‑wide and community view in decision making and activity.
* Ensures own service/team delivers the necessary support to achieve collective Council‑wide priorities.
* Actively engages with debate, discussion and decision making, demonstrating ‘high challenge, high support’ behaviour.
* Demonstrates support and challenge to members, colleagues and partners.
Value & Pride
* Shows pride in working for the Council, to improve outcomes for the Borough and its residents.
* Upholds the principles of continuous improvement, questions existing practice and looks for ways to improve service delivery.
* Is focused on outcomes rather than inputs.
* Upholds the Council’s commissioning principles that make the quality, outcomes and costs of service more important than who provides it.
* Encourages others, and is encouraged, to take initiative and innovate.
* Understands we are a learning organisation, so that we all learn from mistakes as we seek to innovate to deliver better outcomes, but we aspire to never make the same mistake.
* Embraces training and professional development as means of improving skills and knowledge and developing self.
Trust & Respect
* Can describe the single, shared vision for the organisation and how what we individually do contributes to realising that vision.
* Acts at all times with honesty and integrity and works collaboratively.
* Recognises and celebrates the impact of diversity on the organisation, its customers and its workforce.
* Upholds the Council’s Code of Conduct.
* Shows respect for the sound professional advice of colleagues who have expertise, knowledge and experience; we maximise the value and impact of the expertise we share.
* Develops and encourages effective and open communication with staff, Councillors, the community and our customers, where respectful challenge is encouraged and helps us to learn and improve.
* Demonstrates respect and courtesy towards customers, colleagues, Councillors and members of the community, with any response and decisions centred on the issues at hand and not on individuals at a personal level.
* Ensures decisions are clear, based on evidence, and fair process.
* Recognises the valuable part that everyone in the organisation has to play in delivering the excellence to which we aspire.
Customer Service Excellence
* Demonstrates at all times clear focus on improving services and outcomes for customers and communities.
* Expects high levels of customer satisfaction.
* Involves and engages customers and communities in developing, shaping and feeding back on services: engagement is early and often.
* Expects services to be responsive to customer and community need, focusing targeted services on those in greatest need.
* Takes ownership of community issues and seeks to solve them.
* Acts as an advocate for customers, communities and users of services when needed.
Leadership & Management
* Actively assess, manage and report risks.
* Use own knowledge, experience and expertise to contribute to the training and development of the wider organisation.
* Promote and build the Council’s reputation as a first‑class employer and service provider.
* Proactively seek feedback on own performance and how it impacts on others.
Finance & Value for Money
* Understand that value for money is delivering activities and programmes that are of most value to those the Council is ultimately accountable to.
* Be able to communicate clearly and confidently about results in relation to costs and the justification for a chosen option.
Political Engagement
* Drive open and active communication with Members, as appropriate to role.
* Value and support the work of elected members, and make themselves available to meet, discuss, problem‑solve with members.
* Maintain a relationship of trust and respect with members.
* Engage proactively in communicating with members on key issues.
* Support and enhance the skill and knowledge of elected members in the stewardship of their portfolios.
Personal & Professional Development
* Takes responsibility for own development and learning.
* Understand the whole Council and how services work and are delivered to meet priorities.
* Explore service delivery outside of the Borough to challenge and develop thinking and planning.
* Accept and use coaching and mentoring when helpful.
* Demonstrate awareness of own behaviours and their impact on others.
* Offer own skills and expertise, beyond service specialism, to enhance the work of the wider organisation.
Person Specification
Qualifications
* Essential: Educated to a higher level (e.g. degree, HND), or be able to demonstrate equivalent knowledge, skills and aptitude.
* Desirable: (None specified).
Technical Skills
* Essential: Core Microsoft technologies including O365, Exchange, Skype, Teams, Windows server, Windows desktop, SQL Server, Windows phones.
* Common technical ICT solutions e.g. web and mail filtering, virtual server environments, VPN solutions.
* Implementation and support of cloud based services.
* Desirable: (None specified).
Knowledge
* Essential: Excellent understanding of ICT service principles and practices, based on ITIL.
* Excellent understanding of all ICT technical and core software components.
* Information and data management and development in the public sector.
* Desirable: (None specified).
Experience
* Essential: Substantial high levels of communications skills, being able to explain complex situations to people without high levels of technology skills.
* Excellent ability to manage and resolve complex ICT incidents.
* Possesses a customer focus in all interactions.
* Solid experience in OS rollouts, ideally from Windows 10 to Windows 11 operating systems.
* Desirable: (None specified).
If you think this job role is for you, please send your CV to rebeccabentum@carringtonblakerecruitment.com
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