ICT Services is responsible for the overall governance and provision of ICT for oneSource, the shared back office support service for Newham, Havering and Bexley Councils.
We provide a shared service solution covering a range of transactional, operational and strategic services. This innovative delivery model provides strategic and operational ICT Services to a customer base of 6,000. The team plays a key role in developing and supporting technology to critical business functions.
ICT Service Desk Supervisor- 1 Year Fixed term/Secondment Opportunity
We are looking for a highly motivated individual to lead and deliver excellent customer service and IT support through line management of the customer support team, which is a multi-disciplinary team including service desk analysts and desktop engineers.
A key part of the role is to actively monitor incidents and proactively support the Problem Management process, using business intelligence to identify trends.
You will be required to hold regular meetings with customers across both Councils to discuss and review service requirements and performance, with an aim to improve customer satisfaction ratings for the service and for ICT overall.
The job is based across Havering and Newham Councils, and you will be required to work across both Councils.
You will have excellent customer service skills, a good attention to detail and the ability to liaise effectively with staff, partners and suppliers.
You will be confident in working on your own initiative to manage a large range of conflicting priorities for incidents and service requests, ensuring customer expectations are met.
You will have expert knowledge of incident and problem management to ensure that issues are identified and resolved.
The London Borough of Havering is a Disability Confident employer. Candidates who declare that they have a disability in accordance with the Equality Act 2010 and meet the essential criteria as specified in the Job Profile will be guaranteed an interview.
Priority consideration on all advertised roles will be given to London Borough of Havering Redeployees.
The London Borough of Havering is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects staff and volunteers to share this commitment.
Please be aware that a Disclosure and Barring Scheme (DBS) check will be required for any position with access to these groups under the provision of the Rehabilitation of Offenders Act 1974.
In addition, the Authority reserves the right to request employees undertake a basic disclosure check (Disclosure Scotland) where required for the role this includes anyone who has access to (or information obtained directly from) a government database, or has a GCSX account. These posts will be required to have a Basic Disclosure Scotland check as per the requirements of BPSS (Baseline Personnel Security Standards).
Please note the CV's will not be accepted
Should you require any help or advice with your online application, please contact the Recruitment Help Desk on: 01708 432770
For an informal discussion on the role, please contact the recruiting manager Sylvia.firstname.lastname@example.org
Closing date: Friday 18th October 2019
Interviews will be held w/c 28th October 2019