• You will Provide support for ICT business application systems.
• Use the Service Desk Management System to pick up, prioritise, respond to, and monitor Incident calls from customers.
• Investigate calls raised, liaising as appropriate with the customer, colleagues from ICT, other colleagues from the business, and with suppliers, to seek a resolution to the call.
• Provide resolutions to calls to the customer, or workarounds where it is not possible to provide a resolution.
• Keep the customer updated on progress throughout the call resolution process.
• Access management for users – add, delete or modify user access permissions.
• Monitoring activities to ensure system performance is optimal.
• Investigating/ recommending configuration changes.
• Actioning authorised configuration changes to the system(s).
• Undertaking database refresh/clone/copy activities.
• Maintaining/updating system documentation.
• To work as part of a project team to support the implementation of new software systems or enhancements thereof.
• To undertake development work as directed which may include producing or working on integrations, interfaces and reports.
• To lead on system upgrades, patches, undertaking tasks as required and liaising with the customer, colleagues from ICT, other colleagues from the business, and with suppliers. Advice ICT and business colleagues alike on the impact of proposed system changes.

• Strong Microsoft 365 skills in Outlook, Word, Excel, Powerpoint.
• A broad understanding of Information Technology including Information
  Systems concepts, software, databases, and web technologies.
• Experience of supporting Windows, Unix or web-based applications
• Software implementation experience including implementing supplier software upgrades
• Writing Scripts, Testing, documentation sign off experience.
• Experience with Support logging tools and Reporting tools
• Customer service experience
• Excellent communication skills
• Experience with SQL, Powershell, Shell Scripts, Oracle based technologies and web technologies (XML or SOAP) is desirable
• Public Sector Experience is a plus

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