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Apprentice Technical Support Officer Service Centre

Lancashire County Council
Pay: Salary £17,842 Per annum
Location: Preston Preston United Kingdom
Category: Entry Level
Available from: Immediately
Finishes on: Ongoing Position
Type of work: Full Time, Indoor , Daytime Work
Job reference: E04892411
Adventure 2021-12-29 2022-03-28

Job Description

The successful candidate will be enrolled onto the Council's Apprentice Scheme within Digital Services. You will be expected to apply yourself to the apprenticeship with commitment and diligence. The candidate will work towards completing the apprenticeship standard for Digital Support Technician – Level 3. You may also be required to complete functional skills initial assessments in Maths and English. The successful candidate will be working within our busy ICT Service Centre in the Preston County Hall complex, carrying out the following: Handling first line ICT issues via telephone, email and self-service on a rota basis, ensuring that key performance indicators are met, using the Service Now IT Service Management and Genesys telephony systems. Understanding the key priorities, targets and effectiveness of the service, helping to ensure that compliance with service level agreements is maintained. Independently resolving more complex ICT issues at second line, using well developed problem diagnosis skills. Carrying out technical administration tasks (e.g. the creation, amendment and deletion of user accounts). Developing and maintaining knowledge base articles. Prioritising assigned tasks and responding independently to unanticipated problems. Providing effective communication between the Service Centre, other services and customers. Ideal candidates for the role will be able to demonstrate that they possess the following: A strong commitment to service delivery and customer satisfaction. Experience of ICT technical support at first and second line levels. Competence in using multiple ICT systems (e.g. e-mail, word-processing, spreadsheets and databases) The ability to understand, triage and resolve technical issues. Knowledge of IT service management software, such as Service Now and service centre telephony applications, such as Genesys. Great customer service skills, including strong interpersonal and empathetic listening skills. Excellent and effective oral and written (grammar) communication skills. Excellent keyboard, mouse and telephony skills. Proven ability in effectively training, mentoring and coaching colleagues. A commitment to working together based upon one team sharing ideas, knowledge, resources, understanding and mutual trust. A commitment to undergo further training. You must be prepared to work flexibly across the hours on various shift patterns from 8am to 6pm. Undertake, wherever required, other responsibilities and duties including work related to 3rd party external business, on behalf of the company, where this is commensurate with the grade of the post. This may entail working from other locations. Lancashire County Council as an equal opportunities employer intends that no job applicant or employee will receive less favourable treatment because of their age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, sex, sexual orientation, race, religion or belief unless this can be objectively justified. Lancashire County Council has agreed a Code of Conduct and Statement of Ethical Standards that outline the behavioural and ethical standards that must be upheld by its employees and casual workers. If you are appointed, you will be required to accept these provisions on appointment.

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