Main purpose of position:
On an operational level the role will respond to Incidents and Service Requests (including Major Incidents). They will contribute to the resolution of Incidents and Service Requests problems identified and building solutions for the knowledge base. Within the day-to-day service the role will contribute to the delivery of continuous improvement of the process and supporting systems into the Authority. The post holder will be part of a team and will be assisting the Service Desk Lead and Service Delivery in the control and success of the Service Desk function that handles customers' issues or requests with professional attitude. Responsible for the triage and actions on both Incidents and Service Requests received by the Service. The post can greatly influence the direction and success of general day to day operation of the Service. The role will be a system administrator for the Councils corporate IT Service Management tool and assisting with the maintenance of access control of circa 3500 user accounts across the Council's 150+ sites which include libraries, schools, community centres, social services establishments as well as the Council's main central offices.
You will be responsible to:
Create and perform triage actions to all support calls and tickets from the user community into the IT Service Management tool. Ensuring accurate and necessary information is obtained and appropriate categorisation for incidents and requests is applied and promptly allocates ticket.
investigate first stage diagnostic on all tickets, acting on own initiative, within stated guidelines and in conjunction with other members of the team. Apply skills to resolve all assigned incidents before referring to application and/or technical support.
Administration of categorised Service Requests (e.g. New Starter, Leaver and transfers) relating to access to Luton's Windows Active Directory structure, primary email systems, ensuring that a full audit trail of changes are maintained within Active Directory and the IT Service Management tools.
Follows up reported complex incidents to ensure timely resolution or escalation, and promptly communicate on progress to end-user, requests are fulfilled, and the customer communication is complete.
Ensure that incidents and requests are handled in accordance to agreed SLAs. Develop and maintain a comprehensive knowledge base, including technical articles and self-help guides for end-users.Skills and Experience:
Demonstrable experience of providing IT Customer support
Demonstrable experience working in a busy IT service desk environment; using an ITSM tool to create, update and manage tickets with precision and attention to detail
Some experience technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
Able to manage Windows Active Directory and Microsoft exchange (both On-premises and Azure/Exchange, Office 365 solutions)
Able to administer Windows AD file system security settings
Able to maintain accurate hardcopy and computerised records
Able to use Microsoft Office or equivalent applications competently
Demonstrable understanding and operational knowledge of ITSM frameworks e.g. ITIL v3 or 4 Demonstrable experiences of ITSM tooling administration
Working hours will be on a rota basis between 7am and 7pm Monday to FridayAbout Us
Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.
Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.
We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.
Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates
Salary description
£15.56 - £16.90 per hour