Providing First line technical resolutions to ICT issues raised via Telephone, Web Based & Face to Face channels, on a rota basis.

Fulfilling Service Requests for customers, via a series of web Tasks & eForms.

Independently resolving more complex ICT issues at Second line, using well developed problem diagnosis skills.

Prioritising assigned tasks and responding independently to unanticipated problems.

Understanding the key priorities, targets and effectiveness of the service, helping to ensure that compliance with service level agreements is maintained. Providing effective communication between the Service Centre, other services and customers.

Desirable, but not essential, experience of ICT technical support at First and Second line levels.

Aptitude for logical / critical thinking with the ability to troubleshoot a problem, in a methodical way. Experience of this in an ICT environment is desirable.

Good customer service skills, including strong interpersonal and empathetic listening skills.

Excellent and effective oral and written (grammar) communication skills.

Proven ability in effectively training, mentoring and coaching colleagues.

Competence in using multiple ICT systems (e.g. e-mail, word-processing, spreadsheets and databases)

A commitment to working together based upon one team sharing ideas, knowledge, resources, understanding and mutual trust. A commitment to undergo further training.

You will be working directly or interacting with technologies such as:

Microsoft - Office365, Active Directory, Azure, Enterprise Online, InTune & Endpoint.

Citirx, Oracle Fusion, McAfee products, Web Applications utilising Apex & SQL, Adobe products, AutoDesk products, GiS applications, social care applications e.g. LiquidLogic, ServiceNow, Storm and Canon.

Hardware including Windows 10 Laptops, Desktops & Tablets. Mobile Phones on Android & IOS. Xerox MFD's using both Pull & Push print models.

You must be prepared to work flexibly on various shift patterns, across the hours of 8:00am to 5:00pm.

Flexible working from home arrangements are available, however there is a minimum commitment of 3 days, per week, on premises at County Hall, Preston, PR1 0LD.

The successful candidate will also need to commit to around 4 weeks of initial, on premises training, 5 days a week, at County Hall, Preston PR1 0LD.

Undertake, wherever required, other responsibilities and duties including work related to 3rd party external business, on behalf of the company, where this is commensurate with the grade of the post. This may entail working from other locations.

Due to the changing nature of the business, this job description serves as a framework to outline the main areas of responsibility at the time of writing. It is not intended to be either prescriptive or exhaustive and will inevitably change.

Lancashire County Council as an equal opportunities' employer intends that no job applicant or employee will receive less favourable treatment because of their age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, sex, sexual orientation, race, religion or belief unless this can be objectively justified.

Lancashire County Council has agreed a Code of Conduct and Statement of Ethical Standards that outline the behavioural and ethical standards that must be upheld by its employees and casual workers. If you are appointed, you will be required to accept these provisions on appointment.

In return Lancashire County Council offers a range of benefits, which can be found on LCC Vacancies website.