Senior IT Support Officer

Job Description

Job Title: Senior IT Support OfficerType of Business: Public SectorLocation: ManchesterDay Rate: £107.47 - £163.48Start Date: ASAPLength of Contract: 6 MonthsHours: 37.5GI Group are now seeking to appoint a Senior IT Support Officer to our public sector client based in Manchester. The Senior IT Support Officer will provide second line IT support to end users, escalating more complex third line issues as appropriate. They willalso manage junior members of the IT Service Desk team.Main Duties of the Senior IT Support Officer:

• Provide second line IT support for more complex IT issues, completing service desk tickets within the required service levels and escalating more complex third line issues to the appropriate manager or third-party contractor as necessary
• Where required, provide line management of a small team of IT Support Officers including objective setting, regular 1-1s, implementation and creation of personal development plans and annual appraisals
• Develop knowledge-based articles to support end users in the use of IT within the organization and support the IT Service Desk Manager to deliver training to end users as instructed
• Understand all relevant Service Level Agreements and Key Performance Indicators for the Service Desk and ensure that these are met, escalating extremely complex issues promptly to ensure that tickets are completed within the SLAs and that delays are minimised
• Be responsible for second line IT support of hardware and software including deployment of IT peripherals and devices including AV kit and other IT installations
• Support the testing and evaluation of new IT products and solutions proposed by the IT Infrastructure Team and agreed with the IT Service Desk Manager
• Identify any security issues in the course of the day-to-day work, recording and reporting them to the IT Service Desk Manager and resolving such issues as instructed by the IT Service Desk Manager
• Undertake audits as required by the IT Service Desk Manager, this may include IT equipment audits and supporting the updating of the IT asset register

Role Requirements:

• MCSE Certification or equivalent experience
• ITIL Foundation level
• Knowledge of the ITIL framework
• Microsoft Certified Network Engineer or equivalent
• Able to demonstrate a high level of technical knowledge in relation to end user support and a range of IT hardware, software and systems such as O365, MS operating systems and AV
• Demonstrable skills in the deployment of hardware and software systems in a large, multi-site organisation
• Experience of troubleshooting complex IT issues in a reasonable timeframe and escalate issues where applicable to the relevant specialist teams
• Experience of supervision of junior staff and leadership skills
• Experience of supporting Microsoft 365 and Windows 10 OS including Windows 2012 server or above
• Extensive experience of active directory administration and support
• Experience of mobile device management solution such as MS Intune
• Experience of supporting video conferencing

Hiring Contact: Laura VieiraAgency: GI GroupIf you would like any further information about any vacancies before applying, please feel free to contact