About the role
We are looking to recruit a Technical Consultant in our Service Hub User Experience team.
Our large IT & Digital department supports customers across Surrey County Council while working closely with our Orbis Partners in East Sussex County Council and Brighton and Hove City Council.
A support team of 15; we are looking to enable and support customers during Surrey's journey to work in a more flexible and agile way. We provide hardware / software support to our customers, who carry out their jobs using laptops, desktops, ThinClients, iPhones and iPads across Microsoft, Apple and Citrix environments.
The team is responsible for deploying and collecting a high volume of laptops, as staff leave and join the Surrey County Council family. This involves cleaning, imaging and updating configuration items in our CMDB, while carrying out general maintenance on equipment.
We are also responsible for visiting customers across the county, resolving IT incidents and responding to service requests in a professional and timely manner. You will achieve permanent resolutions to problems and ensure incidents are prevented where possible. Customer offices are divided into regions which our Technicians support on a rotational basis, this means there will be some out of hours support required.
In this role, you will be using your expert knowledge and understanding of specific technology backgrounds to find solutions, while documenting and sharing your knowledge within the team to deliver an outstanding customer service experience to our customers.
You will have the opportunity to work on exciting new projects, assisting in the planning and delivery, while keeping to timescales agreed with the customer.
You will be helping and mentoring colleagues to achieve their own targets and develop their knowledge.
You will help with the fair distribution of workload, taking ownership of technically complex issues and assisting with escalations.
You will be analysing reoccurring issues, suggesting and providing permanent resolutions to Incidents and Problems. To prioritise actions and monitor progress and outcomes so that internal milestones and customer deadlines are met.
You will need to accurately record all work, keep customers well informed of their service requests, prioritise your own workload while being mindful of the team’s overall objectives.
You will have experience setting and meeting customer expectations, delivering work as part of a team.
To be shortlisted for an interview, your application will clearly evidence:
•Excellent understanding of Microsoft products
•Good general technical knowledge
•Evidence of being organised and self-motivated
•Excellent communication skills
•Experience completing Projects
•Full driving license
For more information, please see the full job description attached at the bottom of this page.
For an informal discussion contact Isabella Valiant by e-mail at Isabella.email@example.com.
We look forward to receiving your application.
The job advert closes at 23:59 on 10/08/2020.
Interviews will take place on week commencing 17/08/2020.
From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 24 days annual leave, rising to 28 days after 2 years' service (pro-rata for part-time staff), a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.
Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.
An enhanced DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) and the Children's and Adults' Barred List checks will be required for this role.
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