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Digital Support Officer

UK Central Government
UK, Central London,
Royal Courts of Justice
from £250 per day
Contract, 4 month, Full time
Industry: Government
Discipline: Public Sector,Project Management,Digital,Ms Exchange

INSIDE IR35

The following skills/qualifications are essential for the post:

Operations

• Hardware and Software Asset Management (define asset and storage process and manage current and future asset logging)

• Complete IT requirements for new judicial appointments in accordance with office protocol

• Complete daily Service Health checks on O365, identifying issues and referring for appropriate action

• Complete daily Message Center checks on O365, identifying user impact and publishing content when required.

• Conducting regular checks on Security and Compliance on O365 (e.g. review of quarantined messages/sign in from atypical locations/infected devices), taking appropriate action and providing recommendations in accordance with office protocol.

(Secondary to operations listed above)

• Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver;

• Maintain ‘Service Now’ log of all incidents raised and resolve incidents in accordance with office standards and the SLA.

• Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).

• Identify and procure hardware/software and assist with financial management and invoice payment, following departmental guidelines.

Analysis

• Communicating with the judiciary and representatives of other agencies and organisations

• To understand the different types of customers and respond to them appropriately.

• Understand the urgency and skill levels of customer and use discretion when communicating;

• Ensure complex IT issues can be explained in plain English.

• Dealing with telephone/e-mail queries from customers outside of eJudiciary.

• Contacting and liaising with departmental IT suppliers and representing our interests.

Representation

• As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.

Specialisms

• Ensure specialist knowledge of MS365 and related administrative tools is up to date and maintained.

Accountability

• Accountable to the eJudiciary Support Helpdesk Manager and in turn to the Head of Judicial and RCJG ICT.

Requirements:

CV Submission Deadline: 21/05/18 @11:45.

The following skills/qualifications are essential for the post:

• Recognised IT Qualification/Degree relevant to position.

• Knowledge and experience of administering MS365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and Skype for Business;

• Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);

• Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.

• Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary;

• Experience of dealing with incident, problem and change management processes.

• Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).

• Experience of working in a 2nd Line team within an IT support environment.

• Production of support documentation and training materials for both internal support teams and customers.

• Being able to deliver training to colleagues and customers;

• Experience of a call logging systems (Service Now highly desirable).

The following skills/qualifications are desirable for the post:

• Experience of financial control in managing resources, compliance and value for money;

• Experience of government budget controls and procurement of IT hardware/software.

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