The Role
Post: Information and Communications Technology - Service Desk Team Leader
Salary: £36,332 per annum
Grade: FRS D
Salary range: £36,332 - £41,597 per annum
Contract type: Permanent
Working pattern: Full-time
Application closing date: Friday 19 November 2021 at 16:00 GMT
An exciting vacancy has arisen in the London Fire Brigade (LFB) for a Service Desk Team Leader within the Information and Communications Technology (ICT) Department.
The successful candidate will join the ICT Service Desk Team based at the LFB Headquarters at 169 Union Street, London SE1 0LL. As a key support service, the delivery of high quality ICT services is crucial to the efficient, effective and economic achievement of the Brigade's vision.
The role of the post holder will be to supervise the IT Service Desk 1st level team, and to deal with calls received ensuring that all incidents are fully resolved, either at the initial point of contact or by allocation to the appropriate resolving agency.
To contribute to and operate within IT Incident Management procedure ensuring that the focus is maintained on minimising the negative impact of IT downtime on the user base.
To actively participate in the promotion of IT Service Management within the ICT department and across LFB.
Further information about the main duties and responsibilities of the role are detailed in the job description. If you are unable to see the job description please visit our jobs pages at https://jobs.london-fire.gov.uk/alljobs/ to access the full advert.
To apply – complete the online application form and provide evidence to address the selection criteria under the assessment overview (see below). Your application will be marked against the responses you provide to the selection criteria. CVs will not be considered.
Benefits of working for LFB
• 26 days’ holiday plus bank holidays
• Option Absence Scheme
• Flexible working including job share
• Welfare Scheme
• Use of Brigade Medical Adviser/physios
• Season ticket loans
• Equality Support Groups
• Contributory Pension Scheme
• Cycle to work scheme
• Opportunity to access affordable accommodation
Please ensure you give yourself enough time to complete and submit your application. Late or un-submitted applications cannot 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
Stage 1
On-line application form and evidence to address the selection criteria.
As part of the online application form, candidates must provide evidence to address the following criteria:
Selection Criteria 1 - Extensive experience of answering calls as part of an IT Service Desk/Call Centre for a large multi- site organisation.
Selection Criteria 2 - Extensive experience of supervising and motivating staff, allocating them work, setting priorities and ensuring they are trained and developed to their full potential.
Selection Criteria 3 - Excellent interpersonal skills in order to establish effective customer relationships, placing a high value on customer satisfaction.
Selection Criteria 4 - To provide first level advice on ICT queries; to train and lead a team to quickly understand difficulties being experienced by customers and in order to carry out all aspects of the role, an extensive working knowledge of the following is required:
• Thin Client Technology (Citrix and Windows Terminal Services)
• Microsoft 365
• Microsoft Windows 2010
• Microsoft SharePoint • Microsoft Exchange • Microsoft Office • File and Print Server Management • RSA Secure Remote Access
• Remote Server Management (RDP, VNC etc.)
• IT Infrastructure Library standards and methodologies
• Excellent understanding of customer service concept and practice
Your application will be sifted based on the responses provided to the above criteria and shortlisted candidates will be invited to stage 2.
Stage 2
Assessment stage.
Assessment for this role is due to take place early/mid-December 2021. Please be advised that if you are unable to make the scheduled assessment date, we may not be able to make alternative arrangements.
Please note: Should you be shortlisted you may need to be able to conduct an interview over Microsoft Teams (a video conferencing service). You will be asked to provide relevant contact details for that to take place if shortlisted.
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 £23 (current charge) and usually takes up to 14 days.
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