Role
The post holder will be part of the Service Support Team, responsible for maintaining and supporting CoWC equipment, software, and services by providing 1st and 2nd line support to all customers.
1. Provide first and second line Digital & IT support (Service and Incident Management)
2. Ensure the Digital & IT service meets the needs of Business Users (Change Management)
3. Ensure equipment and services are fit for purpose (Supplier Management)
4. Monitor, report, and resolve Incident trends (Problem Management)
5. Assist in implementing Digital & IT projects (Project Management)
6. Engage customers in specifying requirements (Process Improvement)
Principal Duties and Responsibilities
1. Be a point of contact and support on all Digital & IT systems supported by CoWC, including Desktop, Laptop/Tablet, Mobile, Telephone
2. Ensure customers have the necessary equipment, software, and services, and that they are functioning correctly
3. Support the creation and maintenance of Windows deployments and application packages
4. Keep all internal Digital & IT systems up to date, including ICT Assets, Licences, and Service Catalogue
5. Assist with trend analysis of support statistics and escalate problems as needed
6. Troubleshoot and resolve customer issues and queries
7. Assist in Root Cause Analysis to resolve problems
8. Ensure timely resolution of requests and incidents in line with SLAs
9. Assist with IT training and product demonstrations/workshops
10. Monitor progress of requests and problems, providing feedback to customers
11. Support the Digital & IT Service Desk in providing 1st line support
12. Manage customer expectations to ensure high satisfaction
13. Promote best practices of Digital & IT policies and procedures
14. Drive a works vehicle to support external customers
15. Maintain professionalism and promote Digital & IT services to staff
16. Comply with the Council's policies, including Health and Safety, Equal Opportunities, Data Protection, and others
17. Participate in staff development and continuous professional development
18. Undertake other tasks as directed, with reasonable adjustments for disabilities
19. Contribute to service improvement and wider service development
Note: City of Wolverhampton Council is committed to Corporate Parenting, providing the best care and protection for children who are looked after.
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