1. Service Desk

Assist the Operations team in meeting the defined SLA's and where these are breached escalate appropriately.
Maintain and Update the ICT Asset Database, including accurate records on Joiners and Leavers
Ensure calls are logged and update on our Halo Service Desk tool
Follow the ITIL framework to deal with user enquiries
The building and decommissioning of laptops and android devices
Fixing and replacing parts on RBC devices
Learn and complete daily operations checks to ensure systems are working correctly
Communicate regularly with the ICT Assistant Operations Manager regarding the currentstatus of tickets and escalate any aging tickets
The installation of desk with Monitors, power Bricks and rj45 connectors
Disposal of ICT equipment inline with policy, ensuring a Wee certification is obtained
Cabling and moving larger items including MFD, Servers, Switches and Data cabinets are dealt with in an appropriate manner to protect against data loss.
Always establish and portray a professional image of the department with a 'can do'attitude. Set expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the 'extra mile'.
Create and amend necessary support documentation to ensure known errors andtroubleshooting guidance is recorded, assisting colleagues in resolution of ICTissues and ensuring a foundation of appropriate technical knowledge ismaintained.
Assistwith carrying out technical project work, including the Annual Replacement Programme, ensuring targets are met and deliverables are to the required quality and standard.
Assist with purchasing of consumable ICT Items ensuring specification is in line with standards laid down by ICT.
Assisting in taking notes and following up actions from the ICT management Team
To actively participate in your own development plan which will be agreed with your line manager and the assessor from the training provider.
To achieve personal development targets, as agreed with your line manager.
To complete and undertake mandatory Rushcliffe Borough Council training
Complete ITIL foundation
Complete CompTIA A+ training
Carryout any other duties that are reasonably required and not exceeding the grading of the post.
Where applicable: Duties may include attendance at evening meetings and/or work outside normal office hours.
User must has a driver's licence and access to a Car for work use
Working hours - Will be fixed to 9am to 5 Pm shifts but flexible hours may be required.

An interest of working in an ICT environment.
An interest in computer equipment and software and how to troubleshoot problems
Can use basic functions of a laptop and Mobile Phone and there use
Understanding of networking and Help desks
Working knowledge of computer equipment and software currently in use within a corporate environment, including MS 365 tools and experience working with windows 11
Has worked in a customer facing role
IT Literate (e.g. Word processing, databases, spreadsheets, Internet)
Confident using computer equipment
Knowledge of Internet technology
Knowledge of Local Authority procedures
Flexible, hard working
Ability to work on own initiative and able to follow management instructions
A professional approach
Excellent communication skills
Customer focused
Ability to work as part of a team
Be an out of the box thinker who can approaches issues from different angles to reach the desired outcome
Ability to demonstrate a high level of organisational skills
Able to show enthusiasm for IT related issues
Physically capable of lifting reasonably heavy boxes and/or equipment after appropriate manual handling training
Must be able to use step ladders
Able to work out of hours if required
Must have full Driving License and a Car, GCSE's in Maths, English at level 4-9 or C/4 or above

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