ICT Support Officer (Helpdesk)

The ICT Service Desk is the 1st line technical support for East Herts Council and we have a vacancy for a highly motivated team player to join the ICT team of 13 staff in supporting East Herts Council’s 360 staff and 50 members in their use of IT. East Herts council has recently carried out complex changes to its infrastructure including consolidation of physical sites, replacement of physical network cabling, upgrade to the LAN, upgrade to the WAN, replacement of the telecommunications system and migration to server and application virtualisation.

Helpdesk enquiries come in via telephone, voice, email, self service and walk-in callers so the successful applicant must be dynamic and be comfortable in a pressured environment.

You will be expected to provide a high quality, first line technical support service to our user base, helping to resolve issues, requests and queries efficiently and professionally, mainly using remote control tools.

You will also be expected to keep accurate, up-to-date records and prioritise your own workload to deadlines, whilst working under pressure. You will be IT literate, with excellent communication skills and a proven track record in customer support. You will show superb analytical problem solving skills. With a team minded, flexible and hardworking attitude, you’ll be encouraged to contribute and develop ideas to enhance efficiency of the service. You will ensure adherence to priorities, service levels and policy and be required to help export statistical information and complete reports from the helpdesk system. Microsoft Certified Desktop Support Technician or equivalent Microsoft qualification and ITIL Level 3 Foundation and Incident Management qualification or relevant experience is desirable.

Closing date: Monday, 3rd September 2012 @ 5pm

Interviews will take place week commencing the 10th September 2012.