Job Description

  • Responsible for managing complex issues and service requests following triage activities carried out by first line service desk staff
  • Reviews and updates incidents & service requests with progress and advises users of actions taken on a regular basis
  • Responsible for the day to day management of end user devices, escalating issues to internal ICT functions and external parties where necessary and owning through to successful conclusion
  • Install and upgrade software and perform regular maintenance to keep end user devices updated and working efficiently, following release management processes and patching.
  • Inventory management process, maintaining up to date the stock records on the asset management system.
  • Complete tasks as required to ensure systems are proactively monitored
  • Provide end user support for Windows Operating System, VMWare Horizon, VPN connectivity, Apple IoS, Active Directory, Outlook, Office365, SharePoint, MS Dynamics, Teams, Teams-enabled meeting room equipment, Mobile Devices and MFDs escalating to internal teams or external suppliers where necessary
  • Works alongside first line service desk analysts to transfer knowledge using a ‘shift left’ approach
  • Publishing suitable support documentation to assist staff with requests for information & provide end user staff training if required.
  • Provide suitable written procedural guidance for any knowledge transferred
  • Assist in the maintaining of the software and hardware asset register to support the audit process
  • Provide the appropriate resources for starters, movers and leavers
  • Testing new or upgraded applications and hardware working alongside other ICT functions
  • Supporting projects as required.

    • Generic Duties

  • Contribute to the team’s delivery against agreed service level targets and quality standards.
  • Provide excellent customer service to all internal and external stakeholders and customers.
  • Continuously seek to enhance our reputation internally and identify opportunities to promote our service.
  • Ensure all legislative, regulatory, policy, process, procedures and guidance requirements of PHSO are adhered to and appropriately evidenced to the role’s line manager.
  • Support the creation of local operating procedures to ensure a consistent delivery of service across the team.
  • Escalate issues where appropriate.
  • Take decisions in accordance with the role’s delegated authority.
  • Promote and support the PHSO’s vision and values.
  • Complete any other duties commensurate with the role.

    • The Successful Applicant

    Essential

  • Previous experience of working within an ICT Service Desk function at 2nd line or ICT operation responsible for end user device management and support.
  • Experience in autopilot and remote end-user device management.
  • Previous experience of working in a customer-focused ICT service provider environment.
  • Excellent analytical and triage skills and an informed, evidence-based approach.
  • Good planning and organisational skills.
  • The ability to meet targets and deadlines.
  • Excellent communication skills, including verbal and written.
  • Knowledge of a wide range of technologies including: Intune, Autopilot, Windows Operating Systems, Active Directory, Outlook, Teams, Microsoft Office, Office365, SharePoint, Apple mobile devices, MFDs and Telephony
  • The ability to work under direction or independently and be self-motivated.
  • The ability to manage own workload prioritising where necessary.
  • Demonstrate dedication and a strong sense of customer service.
  • Provide balance between customer needs and client operational interests
  • Contributes towards continuous service improvement.

    • Desirable

  • An ITIL qualification is preferable but not essential.
  • An MCP or A+ Certification is preferable but not essential.
  • Knowledge or understanding of the role of an Ombudsman function.
  • An awareness of public administration (central government in particular) or the NHS and the context in which it operates.
  • Good triage and problem-solving skills.
  • Previous experience of working on projects.
  • Experience in laptop rollout and operating system upgrades.

    • What’s on Offer

  • Salary £31,934
  • Civil Service Pension scheme (minimum 26.6% employer contribution)
  • Generous basic holiday entitlement of 30 days. We also offer an additional 2.5 extra-statutory holidays on top of the normal public and bank holidays
  • Flexible working
  • Access to a wide variety of internal and external well-being support, 24/7 assistance programmes and health advice
  • Premium access to Headspace mindfulness and wellbeing app

    • PHSO is committed to Equality, Diversity and Inclusion (EDI), and welcomes applications from individuals from diverse backgrounds. They are also a Disability Confident organisation. Further information on the EDI Strategy, Employee Networks, and participation in the Disability Confident Scheme can be found in our job pack.

    Should you wish to access the Disability Confident Scheme (DCS) or require any reasonable adjustments through the process please contact the lead recruiter to discuss your needs before the advert closes.

    To apply, please submit an up-to-date CV detailing your experience that best fits the essential criteria outlined above.

    PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.