Executive Officer - Digital Support Analyst (Service Desk)
Requirement: This vacancy is for two Digital Support staff for IT service desk and network patching support work at 1st and 2nd line. The post requires a motivated, dynamic self-starter with a good, general knowledge of IT including basic network patch management and a strong commitment to customer service, to work as part of a busy technical support desk. Training and induction will be provided so an aptitude for technical knowledge is important
The posts will be based in Great Minster House in London but will necessarily need to cover network patching support for the Departments other sites in central London. There are also regional offices in Derby, Farnborough, Southampton, Newcastle and Leeds where travel might be necessary. There are also potential similar support requirements for HS2 Ltd offices in London and Birmingham for which we currently provide services.
Reporting to a PB4 and a PB5 contract manager the post holder will work alongside 2 x PB4s and 7 other PB3s plus other CL1 contractors. The team provides standard IT support services between 8am and 6pm on Departmental working days however the posts
Role: The posts primarily provide efficient and effective first line network patching support and in between patching duties first and second line advice and support on all Digital and IT matters to approx.
" 1st line network patching support including installation and repair of network cabling and installation / swap out of IT hardware.
" 1st line support for IT related queries and incidents across multiple service support channels including; phone, email and walk-up â?? with specific responsibility for resourcing the walk-up area
" 2nd line duties: configuration and technical support of range of end user devices and peripheral equipment
" Patching network cables in patch cabinets, at floor box/wall socket to end device. This could be under desks, or wall sockets
" Install new phones, monitors, computers on to desks, or moving from desk to another
" Patching fault resolution.
" Repairs to and testing of cabling
" Installation and removal of access points
" Ability to use fluke testers (training can be given)
" Ability to interpret CAD drawings
" Configuration, deployment, diagnostic support and maintenance of a range of end user devices including laptops, tablets, thin client devices, PCs, printers, iPhone and Samsung smart phones.
" 1st line support and advice across a range of corporate applications including Windows O/S, MS Office 2013, Office365 in a largely virtualised, thin client environment.
" Support for remote access connectivity; including wireless and mobile broadband
" Logging and resolution of calls received in line with agreed procedures and service level targets, via phone, walk up, email and remote connection.
Must be able to work with minimal supervision and at high levels / below floors.
Work could involve occasional driving of van to transport equipment including switches, leads, handsets between sites
Experience of Digital Support work; in particular customer facing
Experience of configuring and supporting low level network patching
Experience of supporting a range of end user devices including laptops, desktop PCs , smartphones
Experience of maintaining network printers and/or multifunctional devices such as installation of consumables
Experience in supporting following software packages in a Windows 7 environment; MS Office 2013 primarily Word, Excel and Outlook
Experience of Ivanti HEAT software or other similar IT incident logging/management software
Experience of working in and support