END USER SUPPORT TECHNICIAN (SCHOOLS) - 5 Posts Available

ICT is part of the Council’s Customer and Digital Services Directorate.

The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.

You will be joining an ambitious new Schools Support Service launching for all Primary and Special schools from September 2021 and will play a pivotal role in the success of the new service. As part of the team you will provide a service on a rota basis from 7.00am until 5.00pm, Monday to Friday.

You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.

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  Install, maintain and manage end user computing hardware and software to meet the needs of the school and the education service.
• Respond as a Second Line of support to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and resolution and ensure SLAs and customer satisfaction are met.
• Identify and investigate hardware and software problems using defined procedures and diagnostic tools.
• Resolve performance issues and associated errors.
• Support other team members and promote knowledge sharing and skills transfer including updating and maintaining documentation.
• Work as a team player and provide support on a rota basis from 7.00am until 5.00pm, Monday to Friday.
• Develop relationships with technical and support staff across the whole of ICT and the wider organisation to ensure systems and information requirements are specified and delivered.
• Contribute to the service’s performance, objectives, targets and achievement of quality standards.
• Actively participate in service improvement events.

This vacancy is suitable for job share.

We welcome applications in both English and Welsh. Applications in Welsh will not be treated less favourably than English applications.

For the full details on the post please click the “Recruitment Pack” link below.

The Supporting Information section of your application is the most important part. Please pay particular attention to it. It is where you tell us what makes you suitable for the job and will be assessed against the Person Specification.

You should refer to and address each point of the Person Specification in turn, giving evidence of the skills, experience and knowledge you have in each area by providing practical examples of your capability. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.

Due to the current COVID-19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process or if you would like an informal conversation about this role prior to application, please contact Huw David, Operational Manager, ICT Services 029 2087 2191.