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ICT Support Officer

  • Job reference: ALT 164
  • Location: Sevenoaks, Kent
  • Job type: Permanent
  • Area of Expertise: Corporate Services
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Job description: Role: ICT Support Officer
Location: Sevenoaks, TN13
Work pattern: Fulltime - 37 hours, Mon-Fri
Start date: End of September
Contract: Permanent

We are delighted to offer an exciting opportunity for a professional and experienced IT Support Officer to join our friendly ICT team. The successful candidate will be joining a team of three and will be responsible for providing 1st and 2nd line support via telephone, e-mail or face to face. You will need to be able to prioritise, coordinate and resolve ICT support requests, as well as proactively monitor and fix infrastructure issues. Your day to day duties will include supporting a Windows 10 Desktop networked environment and confidently manage users within Active Directory and Office 365. Any previous exposure to VOIP Telephony Systems will be advantageous although not essential.

Key Responsibilities

*Provide support and guidance for ICT systems, enabling customers to use the applications efficiently.
*Co-ordinate the allocation of tickets to the ICT team, escalate when required to 3rd line support providers and work with them to ensure resolution.
*Work with the 3rd line support provider to ensure that all elements of the ICT infrastructure receive regular security and software updates
*Monitor the performance and security of ICT systems to identify potential issues and take steps to improve reliability and resilience
*Procurement and configuration of new equipment
*Administration of internal security systems
*Maintain accurate technical records relating to ICT infrastructure for business continuity and reference purposes
*Act as project lead for technical projects and contribute expertise to business systems projects as required
*Deliver outstanding customer service, treating everyone fairly and with respect
*Mentor less experienced members of the team and promote knowledge sharing with colleagues
*Act as a role model for West Kent's values
*Undertake any other duties to achieve the purpose of the job

*Experience of delivering excellent ICT support to users
*Experience of using a service desk application to manage incidents and requests
*Experience of project work; particularly identifying technical requirements and designing solutions
*Experience of administering information security systems
*Experience of monitoring systems and undertaking housekeeping tasks to identify issues
*Expert knowledge of ICT systems and technical architecture
*Current knowledge of information technology trends, cyber security issues and developments in infrastructure and service delivery
*Ability to assist with maintenance of our infrastructure, including the selection and configuration of new equipment and the routine update of software
*Ability to work collaboratively across the business, helping those with less ICT understanding to learn and develop
*Ability to prioritise competing commitments
*Good communication skills
*Experience of creating and maintaining technical and project records
*High level of attention to detail
*Creative and tenacious problem solver with a proactive approach
*Willing and able to learn quickly, particularly information architecture and systems
*Competent at managing own learning and self-development and modelling this for others
*Commitment to applying equality and diversity at work