The Role
Post: ICT Service Desk - Incident Analyst
Grade: FRS C
Starting salary: £29,244 per annum
Salary range for the FRS C grade: £29,244 - £35,107 per annum
Closing date: Monday 30 September 2019 at 16:00 GMT
An opportunity has arisen for an experienced and enthusiastic IT professional, to join the brigades busy IT Help Desk team.
To deal with calls to the ICT Service Desk ensuring that they are fully resolved by either dealing with the matters directly or allocating them to another support body within IT Services or an external contractor as required. To operate a call logging and tracking system(s), and other management information systems and procedures and ensuring that users are kept informed of progress with their calls.
Very much a team player, you will be providing support to in excess of 6000 users at 140 sites throughout Greater London. The portfolio of products supported by the IT department, includes both Microsoft Office applications as well as bespoke applications. All are delivered via a large Windows Terminal Server infrastructure. In addition, the IT department supports extensive local and wide area network links.
Further information about the main duties and responsibilities of the role are detailed in the attached job description.
Please ensure you give yourself enough time to complete and submit your application. Late or un-submitted applications will not be accepted.
Please note any correspondence received from us will be via e-mail and sent to the address you provide on your application form.
We value the diversity of our employees, and aim to recruit a workforce which reflects our diverse communities across London. The London Fire Commissioner is an Equal Opportunities Employer and we positively welcome applications from all suitably qualified individuals, irrespective of people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have guidance in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.
Assessment Overview
As part of the online application form, candidates must provide evidence to address the following criteria:
Selection Criteria 1 - Experience of contributing to and operating under standards, procedures and methods.
Selection Criteria 2 - Proven ability to establish effective customer relationships, placing a high value on customer satisfaction.
Selection Criteria 3 - Excellent oral communication skills, in particular it is essential to have an effective telephone manner and the ability to explain complex technical matters using language that can be understood by non-technical staff.
Selection Criteria 4 - Effective organisational skills, in order to identify and respond to changing priorities, to ensure deadlines are met and that required support resources are dispatched efficiently and without delay.
In addition to the above, any knowledge of ITIL would be a distinct advantage.
Above all we are looking for someone who has the desire to ‘delight’ our customers through participation in a quality, cost effective and proactive support environment.
Assessment for this role is due to place week commencing 14 October 2019. Please be advised that if you are unable to make the scheduled assessment date, we may not be able to make alternative arrangements.
Additional Information
In line with the Basic Personnel Security Standard (BPSS) employment checks will be completed by successful candidates, which will include a basic criminal records check. Successful candidate will be required to declare any convictions for offences which are not spent under the Rehabilitation of Offenders Act 1974 and any offer of employment is subject to the LFC receiving a criminal records disclosure which it considers satisfactory. Successful candidates should apply to the Disclosure and Barring Service (DBS) to get a copy of their criminal record and share the original disclosure certificate with the LFC. The check will only show convictions that are not ‘spent’. It will cost the successful candidates £25 (current charge) and usually takes up to 14 days.
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