Description
The Digital Support Executive Officer will play a key role in ensuring the success of the Parole Board's digitalisation projects by providing first-line technical support to the Parole Board membership and administering requests for transcripts.
The post holder will report to the Transformation Hub and be an integral part of the IT team providing first-line technical support. They should be self-motivated, with a keen desire to solve problems and progress within IT.
Main Duties:
- Provide IT support to the Parole Board by dealing with telephone support calls
- Manage the online ticketing system and assign and log tasks appropriately in collaboration with IT Engineers
- Identify customer issues, clarify information, and raise requests as appropriate
- Work with the IT team to identify and report any noteworthy issues, trends, and behaviours
- Resolve issues/requests where appropriate
- Provide ad hoc IT support to staff if required
- Provide remote support and troubleshoot member and staff IT issues
- Provide SharePoint Administrator support for Member and Secretariat SharePoint Sites
- Take an active role in IT projects, which can vary in scale, strategy, or complexity
- Provide technical support for public hearings and other business-critical events
- Undertake additional duties and projects as assigned by the Line Manager and Senior IT Lead
Requirements:
- An interest in pursuing a career in IT
- The ability to prioritise and manage high volumes of e-mails
- Excellent communication skills, and an ability to explain technical issues in plain English
- Experience of working within a multi-stakeholder environment
- The ability to adapt quickly to different systems and processes
- Effective communication and problem-solving skills
Desirable skills:
- Knowledge and experience of using IT systems and software, particularly those relating to Microsoft SharePoint, Office 365, and Azure
- Knowledge and experience of handling first or second-line IT queries
Benefits:
- Salary of £28,605 - £35,040 per year
- Access to learning and development
- A working environment that supports a range of flexible working options to enhance your work-life balance
- A working culture which encourages inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
- Annual Leave
- Public Holidays
- Season Ticket Advance