The role is inside IR35, based in London.

Principal accountabilities

1.Support a Service Desk team (consisting of a Support Officer and Business Support Officer)

2. Produce, maintain and distribute project documentation such as risk logs, issue logs, action lists, requirements logs, project plans, team plans and work packages (detailing various project team member tasks), as directed

3. Track project actions against targets, take ownership and management of project issues; take follow up or remedial actions if required

4.Lead on calls concerning the operation or interpretation of one or more information systems, and the direct provision of rapid and appropriate responses, including: channelling requests for help to appropriate functions for resolution, monitoring progress, and keeping users appraised of progress.

5.Responsible for providing responses to escalated, complex and high impact user calls in a timely fashion. Responds to set priorities for resolving incidents, reporting on progress and apply escalation procedures for problems not progressing satisfactorily.

6.Manage staff and resources in allocated to the job in accordance with the Authority's policies and Code of Ethics and Standards

7.Realise the benefits of a flexible approach to work in undertaking the duties and responsibilities of this job, and participating in multi-disciplinary, cross-department and cross-organisational groups and project teams

Technical requirements/experience/qualifications

1. Demonstrable ability and experience of project delivery and supporting all aspects of large projects/programmes

2. Good skills in using standard project office software such as Word, Excel, PowerPoint and MS Project

3. Excellent verbal and written communication skill

4.Demonstrable competence in problem solving within the context of logging and controlling queries and requests for information system and related assets and changes to information systems.

5.Able to troubleshoot problems, produce relevant documentation, and manage escalations.

6.Capable of understanding a user's technical needs or issues, gathering information, communicate regularly, and deliver a working solution.

7.Proven experience working and delivering projects, as a contributor, and/or acting as the Technical Lead

8.Good knowledge of supporting most of the software products or platforms below:

Hardware

• Desktop PC & Laptops
• Apple Macs (Laptops, iMacs and Mini)
• Mobile devices (iPhone and iPads, Surface Pro, Android devices)
• Local and networked printers and scanners (including Multi-Functional Devices)
• Hubs and Switches for local networking
• Telephony (Cisco, Mitel, ACD)

Operating Systems

• Microsoft Windows 7 and 10
• Mac OS X
• Apple iOS on mobile devices
• Android on mobile devices

Applications

• Administration of accounts on Active Directory/Azure Active Directory
• Microsoft Office 2016/O365 Pro Plus for PC and Mac
• Administration of Microsoft Office 365 Suite (Including Teams, Skype for Business)
• Administration of accounts on Microsoft Exchange 2016/Online
• Sharepoint, OneDrive
• Builds - SCCM, Imaging, Task Sequence
• Multi-Factor Authentication
• Citrix environment
• Mobile Device Management, such as Intune