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1ST LINE CUSTOMER SUPPORT London, England

Public Sector Resourcing

Full Time London, England 25000 - 30472 GBP ANNUAL Today

Job description

1ST LINE CUSTOMER SUPPORT

Inside IR35

12 Month

London location of Holborn or Blackfriars.

SC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks.

Imagine having a talent that could benefit someone you’ve never met and solve problems you didn’t even know existed. Well, you do, and you can. And we’re here to help you do just that. At PSR we are the go-to place for talented contractors and temps for a rich variety of UCPI vacancies.

The 1ST LINE CUSTOMER SUPPORT role undertakes the day to day line one and two IT needs.
The Inquiry has a small number of IT systems that need day to day support. This role supports the Inquiry’s IT lead in providing first and second line support and IT security support for our standard and Secure IT systems. The nominated worker will also have the opportunity to become engaged in the support of our specialist IT systems and assets.
The Inquiry is a relatively small organisation and the nominated worker will be part of the wider team dealing with information security. On occasions they may have the opportunity to become engaged in wider work on secure systems and ITC project management.

Experience of providing 1st line support
The task will involve managing the ticket system for the Standard and Secure Systems. Providing a Triage and resolving requests that do not require escalation. Then to 2nd Line technical support: Centiant/KPMG or IT Now as required. Managing Tickets through to resolution, escalating as required

Experience required for the 1ST LINE CUSTOMER SUPPORT

Strong communication skills (written and verbal to a high level of accuracy)

Across all aspects of work, especially the ability to translate user system issues into suitable language and instructions for 2nd line support and vice versa
Providing updates/guidance for system users as and when required and for effective management of incidents and outages.

Experience of working independently using own initiative

The role requires the postholder to be on site 5 days per week, providing support and managing IT assets to ensure they are used appropriately and regularly maintained. Providing advice and guidance to staff working remotely will also be essential.

Collaborating and partnering, in particular

Readily identifying opportunities to share knowledge, information and learning and make progress by working with colleagues and suppliers.
Listening attentively to others and check their understanding by asking questions in order to resolve problems and to ensure people are able to use UCPI systems effectively.
Fulfilling responsibilities for effective management of suppliers within the UCPI Service Management Framework.
Providing onsite support to Centiant/KPMG to resolve issues on the Secure System. This does not require existing knowledge of the system but the ability to learn quickly and work closely with suppliers.
Management of all UCPI IT Assets including Laptops (Standard and Secure), USBs and all other hardware.

A key aspect will be to manage the upkeep of secure system network and working in liaison with Centiant. Existing knowledge is less important than the ability to learn quickly and take responsibility.

Knowledge of SharePoint OnLine

Act as the Digital Champion for Enola, UCPI records management system. This is supported by IT Now and a good knowledge of SharePoint is required and where issues occur or users require support to use the functionality of the system effectively

Working administrative knowledge of Office 365 and it products;

Act as the lead onsite administrator for both Standard and Secure Systems. A good working knowledge of Windows is required but again less important than ability to learn quickly and take responsibility. Centiant will provide 2nd Line Technical support for the Secure System, KPMG for Relativity and IT Now for the Standard System

Experience of working with highly classified material

UCPI retains sensitive material in electronic and hard copy form. These are stored within the data handling requirements appropriate for this classification. Experience of working with this material is desirable but not essential
The role will be responsible for maintaining all IT assets including those classified at SC.

1. 1st and 2nd line support for the Inquiry’s standard IT systems, including standard MS O365 applications and SharePoint Online.
2. General IT support, including assessing, diagnosing and troubleshooting user and system issues
3. Strong communication skills (written and verbal to a high level of accuracy)
4. Experience of working independently using own initiative
5. Collaborating and partnering, in particular
6. Readily identifying opportunities to share knowledge, information and learning and make progress by working with colleagues
7. listening attentively to others and check their understanding by asking questions

"In applying for this role, you acknowledge the following: this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different."

Please be aware that this role can only be worked within the UK and not Overseas.

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