Job Description

Its primary functions are:

• To provide high quality IT systems, support and maintenance across the organization
• To provide strategic advice and guidance to the service areas and their directorates
• To contribute to the delivery of the Council’s Digital First approach set out in the Capital Ambition programme.

The ICT Service consists of several functions including

• The Service Desk
• Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
• ICT Services teams delivering network, server and end user computing services
• Security and Compliance
• Enterprise Architecture

The successful candidate will join the ICT Services team tasked with delivering and supporting Digital Services spanning a wide range of Council functions, for use by the public and internally across the local authority.

You should have a desire to work in a fast-paced team environment and work collaboratively with others.

Required Knowledge, Skills, and Abilities

Develop and maintain effective relationships with schools, staff and stakeholders through consultation and collaborative working both internally and externally.. Develop the ICT Service provision to schools by supplying products or services in order to maximize benefits for clients. Develop customer and income potential through analysis, research and benchmarking activities. Advice and guide customers throughout the ICT Service provision. Monitor level of customer satisfaction at regular intervals responding to queries and complaints and where necessary ensure corrective action is taken. Monitor compliance with corporate policies and statutory requirements. Provide advice and guidance in the planning phases of school-based ICT projects to ensure that end user requirements are considered in the overall specification. Negotiate and review internal and external agreements and liaise with service providers, stakeholders and schools to maintain or improve levels of service. Assist with the development, integration and operation of the ICT services to schools to drive forward customer care. Ensure that all ICT procurement is conducted in line with statutory regulations and ensure efficient and effective ordering and delivery. Respond to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritization and detail to allow effective investigation. Ensure SLAs are met, monitored and reported on. Provide management information, as required, and collaborate with key stakeholders regarding operational performance. Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment Develop, review and maintain service plans, polices, processes and procedures.