This is a Gloucestershire County Council job.
Job Title:
End User Support Engineer Job Location:
Shire Hall, Block 4, 1st Floor Contract Type:
Permanent Closing Date:
20/01/2025 Job Requisition Number:
7810 Note:
This post is not open to job share About the Team/Role
The Digital and ICT End User Support team provides technical assistance to ensure smooth operation of IT systems and services for the organisation’s employees and users. They handle tasks such as troubleshooting hardware and software issues, installing and configuring devices, and ensuring compliance with IT policies. You will be joining a professional, friendly team that provides ICT support via remote support, in-person appointments through our Service Now Customer portal. The team works closely with 1st and 3rd line technical support to ensure that the best customer service is provided and that the customers' incidents and requests are resolved within expected service level agreements (SLAs). You will support GCC staff to make a difference by responding to a broad range of service incidents and completing them in a timely manner. Key Responsibilities include: Undertaking second line investigation, troubleshooting, and escalating to our 3rd supporting teams or support partners as needed. Contributing to the creation of support documentation and working towards continually improving our service. About You
You will be a friendly, enthusiastic person who prides themselves on customer service. You will have a desire to learn and acquire new skills, as well as being an individual that is always willing to support your team colleagues. You will have a good understanding of troubleshooting methods and have gained some experience working within the IT sector with ITSM applications. Experience in an ICT 1st line or 2nd line support role, supporting Microsoft Windows Operating systems and Microsoft Office 365, as well as an understanding of network technologies is essential. You will be expected to work from the Gloucester office. This working pattern is arranged by your Team Manager on a rota basis. About Us
For all your hard work, you will receive the following: Flexible and agile working opportunities 25.5 days annual leave rising to 30.5 days after 5 years continuous service Plus, an option to purchase 10 days of additional leave per year (pro-rata for part-time staff) Family friendly employer offering benefits to help support you and your family Career development and qualification opportunities Supportive and positive working environment with regular, robust supervision Excellent Local Government Pension Scheme (LGPS) Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone. An in-house Occupational Health service Cycle to Work scheme Links to employee networks such as Prism (LGBT+) network and the Young Employees Network. How to Apply
Please submit your application and personal statement today by clicking the “Apply Now” button. We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential. It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English. Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.
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End User Support Engineer Job Location:
Shire Hall, Block 4, 1st Floor Contract Type:
Permanent Closing Date:
20/01/2025 Job Requisition Number:
7810 Note:
This post is not open to job share About the Team/Role
The Digital and ICT End User Support team provides technical assistance to ensure smooth operation of IT systems and services for the organisation’s employees and users. They handle tasks such as troubleshooting hardware and software issues, installing and configuring devices, and ensuring compliance with IT policies. You will be joining a professional, friendly team that provides ICT support via remote support, in-person appointments through our Service Now Customer portal. The team works closely with 1st and 3rd line technical support to ensure that the best customer service is provided and that the customers' incidents and requests are resolved within expected service level agreements (SLAs). You will support GCC staff to make a difference by responding to a broad range of service incidents and completing them in a timely manner. Key Responsibilities include: Undertaking second line investigation, troubleshooting, and escalating to our 3rd supporting teams or support partners as needed. Contributing to the creation of support documentation and working towards continually improving our service. About You
You will be a friendly, enthusiastic person who prides themselves on customer service. You will have a desire to learn and acquire new skills, as well as being an individual that is always willing to support your team colleagues. You will have a good understanding of troubleshooting methods and have gained some experience working within the IT sector with ITSM applications. Experience in an ICT 1st line or 2nd line support role, supporting Microsoft Windows Operating systems and Microsoft Office 365, as well as an understanding of network technologies is essential. You will be expected to work from the Gloucester office. This working pattern is arranged by your Team Manager on a rota basis. About Us
For all your hard work, you will receive the following: Flexible and agile working opportunities 25.5 days annual leave rising to 30.5 days after 5 years continuous service Plus, an option to purchase 10 days of additional leave per year (pro-rata for part-time staff) Family friendly employer offering benefits to help support you and your family Career development and qualification opportunities Supportive and positive working environment with regular, robust supervision Excellent Local Government Pension Scheme (LGPS) Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone. An in-house Occupational Health service Cycle to Work scheme Links to employee networks such as Prism (LGBT+) network and the Young Employees Network. How to Apply
Please submit your application and personal statement today by clicking the “Apply Now” button. We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential. It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English. Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.
#J-18808-Ljbffr
