Job Description

We have an exciting opportunity for a temporary IT Support role working 37 hours a week within the public sector, specifically within the judicial system. The role will work closely with the Digital and Technology team that provides technical 2nd line support, expertise and knowledge tailored specifically to the Client`s customers both remotely & onsite.

The role will look to help maximise the effective delivery of support and communication services for the Client. The role can initially be home based during the period of training, but then base from the Client`s location in Central Durham City.

Our client is looking for an individual with excellent Customer Service and IT Support skills who would be available to start as soon as required clearances have been obtained. The assignment is currently for 6 months, but there may be the potential for this to be extended further.

The successful candidate will have excellent communication and interpersonal skills, be able to listen and influence and relate well to stakeholders. They must have the capacity to manage their own workload within the agreed working practices and be flexible to ensure changing needs and priorities are dealt with effectively. They must also be able to drive as they will be required to attend at other Client sites on occasion. A good knowledge of IT, and a familiarity with such legislation as Data Protection Act and Information Assurance would all be desirable.

Examples of work undertake will include but not be restricted to:

Assist with and / or provide user guidance as appropriate in relation to the escalation of requests which are not progressing and obtain information required to progress a request or incident resolution
Manage user complaints, ensuring they are dealt with locally where feasible. Ensure complaints are logged and tracked through to completion
Work on the development of a Service Now tool, ensuring this is fit for end users and required approval processes. Identify improvements in conjunction with the Service Management team.
Provide support to projects, and maintain ongoing relationship with key stakeholders as required
Provide support and guidance to end users to improve the user experience, promoting the use of the IT Self-Help website and knowledge articles where appropriate
Assist with the development of new knowledge articles as part of Continuous Service Improvement.
Hold an understanding of the current ICT HMPPS landscape to inform and improve on future IT Service Management and enhance the end user experience. Keep up to date with communicated programs of change, identifying opportunities for improvements for end users

The salary will be £10.97 p/h, and the assignment is for 37 hours a week, based on a Monday to Friday, 9 to 5:30 work pattern.

A Basic DBS Security Clearance will be required for this role.

If you feel the above is for you, please apply in the usual way.