Technical Support Administrator
Job type: Temporary
Salary: £23,925
per annum
Location: Scunthorpe, North Lincolnshire
Apply now
About this role
Job Title: Technical Support Administrator
12 Months Temporary Role
Salary £23,925
It is likely candidates will have a proven IT background , working at a 1st line IT Support / Development level or having previously ran helpdesk or have operated in a helpdesk role
Overall Purpose of Job
To be responsible for the initial progress of ICT support requests including categorisation and allocation via our Helpdesk system whilst being an advocate in the use of self-service options for customers using the ICT service. To also manage and administer asset and contract Management systems and all relevant administration tasks that support our ICT operations.
Main Responsibilities
• To monitor and maintain the Helpdesk System, logging, assigning, and closing calls as appropriate
• To provide support and insight as the frontline service to all technicians aiding them to have as much information regarding the requests for support. This is done via in depth triage to gain clarity on faults to aid the technical journey.
• Carry out initial diagnostics and 1st line technical support, building knowledge where workload allows to strengthen that first point of call service.
• Provide ICT support to all users of within the group, understanding that requests are dynamic in nature.
• Planning, co-ordinating and introducing new starters to the business by supplying them with their equipment and their initial introduction to the Technology we use at Ongo and to ensure they have an understanding of our core processes i.e., password reset, how to access our service etc.
• Co-ordinating leavers to the business ensuring our technicians have the insight of leaving dates and that we retrieve our relevant assets from a member of staff leaving our business.
• Respond to all helpdesk calls within service standards, escalating as required
• To improve the UX of our Helpdesk system and suggest further improvements for self-service support
Job Description
• To monitor stocks of consumables and spares, market testing across a broad range of suppliers to ensure we are getting value for money and preparing purchase orders for replacements when required. Being aware of the overall market leaders, changes to extensively used stock and keeping abreast with pricing inflation to meet our internal contract standing orders and VFM policy.
• To aid the processing of invoices for services as well as goods by adding purchase orders for these to our systems, maintaining good relationships with our internal Finance team to ensure the smooth processing of supplier payment.
• To maintain the Asset Register and keep it up to date with all Hardware & Software.
• Liaise with various 3rd party suppliers to aid the progression of support whilst building quality relationships to maintain the service we receive.
• To monitor automated error reporting from hardware and software
• To assist with contract administration duties
• To implement the disposal process for equipment’s end of life cycle. This entails itemising, recording, checking condition for sale and safety and preparing for transit. Administration and approval process required and a need to work with our 3rd party on the transition of this equipment compliantly. This is normally carried out twice a year.
• To produce monthly performance stats to aid ICT Management team to produce a spotlight report.
• To provide support at other satellite offices where appropriate and where there is a business need.
Creativity & Innovation
• Be competent in the use of a wide range of ICT products and use own initiative to provide resolutions, in order bring back normal service
• To “think like our customers” and be the bridge between the service and customers to bring forth their needs from daily contact thinking of innovative ways from this insight to develop our service.
• Act as part of a team analysing and evaluating existing products in line with continual service improvement
Contacts & Relationships
• Daily contact with all stakeholders providing assistance and advice on the use of ICT
• Effective interaction with 3rd party suppliers maintaining positive relationships
• Daily contact with colleagues within the T&I department as well as T&I Management Team to ensure targets are being met and complex issues are escalated
• To treat our customers with respect and understanding of differing knowledge levels promoting equality and empowering our stakeholders with knowledge to aid self-service across the business.
Decision Making - Discretion
• Work within set targets and procedures determined by T&I Management
• Ability to formulate solutions using own initiative
• Able to identify potential areas of risk, evaluate and implement resolutions
Decision Making - Consequences
• Poor performance of key Business Systems
• Loss of productivity dependant on the time it takes to return normal service when dealing with incidents
Responsibility for Resources
• Responsibility for sensitive data within the applications that they manage
• Responsibility for a laptop and other mobile equipment
• Responsibility with peers for the safe storage & supply of all T&I owned assets
Work Demands
• Re-prioritisation of work due to changes in business needs, policy & urgent tasks on a daily basis, working to strict deadlines at all times set by the organisation.
• Unforeseen technical problems that require immediate attention such as system failures requiring work to be carried outside office hours and on own initiative when the situation arises.
Physical Demands
• Normal physical demands associated with an office environment.
Working Conditions
• Mainly office based, but with a need to visit the groups other satellite offices across Lincolnshire and Yorkshire.
• Agile working approach that allows staff to work from any location depending on the business demand.
Work Context
• Minimal Risk
Knowledge, Skill & Experience Required
• A general knowledge of basic IT support (1st line support) with some experience in an ICT setting or working towards a recognised ICT qualification.
• Logical and solution orientated individual
• The ability to explain technical issues to non- technical staff
• The ability to prioritise and multitask with several diverse requests at any one time
• The ability to communicate openly and with ease to all customers and stakeholders
• Ability to perform well in a high-pressured environment
• Self-motivated and innovative
• The ability to openly collaborate with team members
• An approachable manner with experience in customer service.
Health & Safety
To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately
Environment and Sustainability
• To ensure the environment and sustainability policies are understood by the post holder
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans
Risk Management
General appointment - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through effective communication and carrying out actions to reduce identified risks.
Equality & Diversity
• To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board, and committee members and all those we work with.
•.To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To treat everyone with dignity and respect at all times
Closing date for applications Friday 5 July 2024
Interviews will be held 11 July 2024
Apply now
12 Months Temporary Role
Salary £23,925
It is likely candidates will have a proven IT background , working at a 1st line IT Support / Development level or having previously ran helpdesk or have operated in a helpdesk role
Overall Purpose of Job
To be responsible for the initial progress of ICT support requests including categorisation and allocation via our Helpdesk system whilst being an advocate in the use of self-service options for customers using the ICT service. To also manage and administer asset and contract Management systems and all relevant administration tasks that support our ICT operations.
Main Responsibilities
• To monitor and maintain the Helpdesk System, logging, assigning, and closing calls as appropriate
• To provide support and insight as the frontline service to all technicians aiding them to have as much information regarding the requests for support. This is done via in depth triage to gain clarity on faults to aid the technical journey.
• Carry out initial diagnostics and 1st line technical support, building knowledge where workload allows to strengthen that first point of call service.
• Provide ICT support to all users of within the group, understanding that requests are dynamic in nature.
• Planning, co-ordinating and introducing new starters to the business by supplying them with their equipment and their initial introduction to the Technology we use at Ongo and to ensure they have an understanding of our core processes i.e., password reset, how to access our service etc.
• Co-ordinating leavers to the business ensuring our technicians have the insight of leaving dates and that we retrieve our relevant assets from a member of staff leaving our business.
• Respond to all helpdesk calls within service standards, escalating as required
• To improve the UX of our Helpdesk system and suggest further improvements for self-service support
Job Description
• To monitor stocks of consumables and spares, market testing across a broad range of suppliers to ensure we are getting value for money and preparing purchase orders for replacements when required. Being aware of the overall market leaders, changes to extensively used stock and keeping abreast with pricing inflation to meet our internal contract standing orders and VFM policy.
• To aid the processing of invoices for services as well as goods by adding purchase orders for these to our systems, maintaining good relationships with our internal Finance team to ensure the smooth processing of supplier payment.
• To maintain the Asset Register and keep it up to date with all Hardware & Software.
• Liaise with various 3rd party suppliers to aid the progression of support whilst building quality relationships to maintain the service we receive.
• To monitor automated error reporting from hardware and software
• To assist with contract administration duties
• To implement the disposal process for equipment’s end of life cycle. This entails itemising, recording, checking condition for sale and safety and preparing for transit. Administration and approval process required and a need to work with our 3rd party on the transition of this equipment compliantly. This is normally carried out twice a year.
• To produce monthly performance stats to aid ICT Management team to produce a spotlight report.
• To provide support at other satellite offices where appropriate and where there is a business need.
Creativity & Innovation
• Be competent in the use of a wide range of ICT products and use own initiative to provide resolutions, in order bring back normal service
• To “think like our customers” and be the bridge between the service and customers to bring forth their needs from daily contact thinking of innovative ways from this insight to develop our service.
• Act as part of a team analysing and evaluating existing products in line with continual service improvement
Contacts & Relationships
• Daily contact with all stakeholders providing assistance and advice on the use of ICT
• Effective interaction with 3rd party suppliers maintaining positive relationships
• Daily contact with colleagues within the T&I department as well as T&I Management Team to ensure targets are being met and complex issues are escalated
• To treat our customers with respect and understanding of differing knowledge levels promoting equality and empowering our stakeholders with knowledge to aid self-service across the business.
Decision Making - Discretion
• Work within set targets and procedures determined by T&I Management
• Ability to formulate solutions using own initiative
• Able to identify potential areas of risk, evaluate and implement resolutions
Decision Making - Consequences
• Poor performance of key Business Systems
• Loss of productivity dependant on the time it takes to return normal service when dealing with incidents
Responsibility for Resources
• Responsibility for sensitive data within the applications that they manage
• Responsibility for a laptop and other mobile equipment
• Responsibility with peers for the safe storage & supply of all T&I owned assets
Work Demands
• Re-prioritisation of work due to changes in business needs, policy & urgent tasks on a daily basis, working to strict deadlines at all times set by the organisation.
• Unforeseen technical problems that require immediate attention such as system failures requiring work to be carried outside office hours and on own initiative when the situation arises.
Physical Demands
• Normal physical demands associated with an office environment.
Working Conditions
• Mainly office based, but with a need to visit the groups other satellite offices across Lincolnshire and Yorkshire.
• Agile working approach that allows staff to work from any location depending on the business demand.
Work Context
• Minimal Risk
Knowledge, Skill & Experience Required
• A general knowledge of basic IT support (1st line support) with some experience in an ICT setting or working towards a recognised ICT qualification.
• Logical and solution orientated individual
• The ability to explain technical issues to non- technical staff
• The ability to prioritise and multitask with several diverse requests at any one time
• The ability to communicate openly and with ease to all customers and stakeholders
• Ability to perform well in a high-pressured environment
• Self-motivated and innovative
• The ability to openly collaborate with team members
• An approachable manner with experience in customer service.
Health & Safety
To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately
Environment and Sustainability
• To ensure the environment and sustainability policies are understood by the post holder
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans
Risk Management
General appointment - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through effective communication and carrying out actions to reduce identified risks.
Equality & Diversity
• To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board, and committee members and all those we work with.
•.To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To treat everyone with dignity and respect at all times
Closing date for applications Friday 5 July 2024
Interviews will be held 11 July 2024
