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IT and Digital User Experience Technician

  • Employer: Surrey County Council
  • Reference: orbis/TP/16378/20069
  • Published: Fri 14/01/2022, 13:45 PM
  • Closing on: Sun 23/01/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £27,991 per annum
  • DBS Check: No
  • Location: Reigate

The starting salary for this role is £27,991 based on a 36 hour working week. 

We are looking to recruit a Technician in our Service Hub User Experience team.

Our large IT and Digital department supports customers across Surrey County Council while working closely with our Orbis Partners in East Sussex County Council and Brighton and Hove City Council.

As a 2nd line support team of 13, we are here to support customers while they work in a flexible and agile way. With many of our customers choosing to work from home and/or the office using laptops and 2-in-1 devices, we are here to provide remote and face-to-face IT support.

The team is responsible for deploying and collecting a high volume of laptops as staff leave and join Surrey County Council. This involves cleaning, re-imaging and updating configuration items in our CMDB, while carrying out general maintenance on equipment.

We are also responsible for visiting customers across the county, resolving IT incidents, and responding to service requests in a professional and timely manner. You will achieve permanent resolutions to problems and ensure incidents are prevented where possible. Customer offices are divided into regions which our Technicians support on a rotational basis. This means there will be some out of hours support required.

To be shortlisted to interview for this position your application will clearly evidence:

  • Experience supporting Windows10 / O365 / Outlook / MS Teams
  • Ability to support customers both remotely and face-to-face
  • Evidence of managing own workload
  • Ability to communicate with customers in plain English
  • Full driving license

On a rotational basis, you will focus on the following tasks.

LAPTOP DEPLOYMENT

Preparing and deploying laptops to new members of staff from our main offices in Reigate and Woking forms part of this role. You will also be involved in ensuring sufficient equipment is on site and ready for scheduled appointments and updating the configuration management database when changes are made to device ownership.

APPOINTMENT SCHEDULING

This goes hand-in-hand with our Laptop Deployment role. You will be contacting managers across Surrey County Council following a successful recruitment in various departments, scheduling appointments to ensure new employees are able to collect their IT equipment on their first day of work.

SITE VISIT

We support staff in all Surrey Council buildings, ranging from Facilitated Offices and Libraries to Care Homes and Fire Stations. Travel across all of Surrey is expected. Responding quickly to Incidents and Service Requests, achieving permanent resolutions to problems, and ensuring incidents are prevented where possible will be part of the role. As well as this, you will be resolving hardware issues, swapping equipment, and scheduling warranty repairs with our 3rd party suppliers.

REMOTE SUPPORT

With a higher number of customers choosing to work from home, you will be supporting customers remotely, reducing the need to travel if possible.

You will also have the opportunity to work on exciting new projects, assisting in the planning and delivery while keeping to timescales agreed with the customer.

As a Technician, you will have experience of working in a 2nd line support team. You will be passing on your technical knowledge and experience to create and maintain up-to-date technical information for both customers and colleagues.

You will need to accurately record all work, keep customers informed of their service requests, and prioritise your own workload. As well as this, you will set customer expectations and work as part of a team to achieve your targets and objectives.

Additional Information

The job advert closes at 23:59 on 23/01/2022.

Interviews will take place week commencing 31/01/2022.

Contact Details

For an informal discussion please contact Isabella Valiant on 07896 277909 or by e-mail at isabella.valiant@surreycc.gov.uk.

We look forward to receiving your application. Please click on the apply online button below to submit.

Benefits

From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 26 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.

Apply Now

  • Employer: Surrey County Council
  • Reference: orbis/TP/16378/20069
  • Published: Fri 14/01/2022, 13:45 PM
  • Closing on: Sun 23/01/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £27,991 per annum
  • DBS Check: No
  • Location: Reigate

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