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Senior ICT Support Officer

Service Care Solutions are looking for a Senior ICT Support Officer in Staffordshire.

It is primarily responsible for the provision of 2nd and 3rd line ICT support providing efficient problem resolution, advice and support to customers, supporting ICT applications, end user compute, network technologies and database administration.


The post holder will have enhanced support skills and will assist in the testing, development and continuous improvement of operational procedures relating to the delivery of ICT services.



, Contribute to the identification of ICT Service improvements and their successful delivery aligned to priorities identified in the ICT Strategy and in year plan on a page.


, Work within ICT project teams as well as other virtual teams e.g.

Problem Management or Task Groups to deliver continuous improvement to ICT services as required.


, Ensure that service levels are achieved an\or take appropriate actions to resolve or escalate problem \ process issues to improve customer satisfaction and drive improvements to the service.


, Ensure that senior managers and stakeholders are kept informed of any extensive breaks in service and that planned changes affecting service are enacted in line with agreed processes.


, Provide, as relevant to role Desktop, Application, Database, Network, Security and Infrastructure Support to ICT users to ensure that the services are optimised and exploited to Business benefit.


, Contribute to appropriate staff mentoring and user skill development activities.


, Keep abreast of improvements in relative ICT technologies e.g.

end user computing, network technologies, operating system, applications, database, security technologies etc.

through research, training and networking, highlighting and\or proposing further investigations where benefits and improvements can be made.


, Assist in the preparation, maintenance and testing of ICT Disaster Recovery procedures to ensure that the council can recover from a catastrophic event that impacts on the availability of ICT.


As these posts are at a senior level within teams where there is a reliance on 7 x 24 hour service availability, the post will be required to participate in 7 x 24 hour call out arrangements.

All roles of this nature will be required to provide out of hours support for planned maintenance activities e.g.

upgrades, DR tests, change over to new Infrastructure\services etc.


If you are interested in this role or want further discussion please contact Chris Wheeler either via email: chris.wheeler@servicecare.org.uk or tel: 01772208962.

Alternatively if you have any friend or colleagues that might be interested please feel free to refer them, as we a have a £250 referral scheme in place.