RESEARCH & DEVELOPMENT CONSULTANT

ICT is part of the Council's Customer and Digital Services Directorate.

Its primary functions are:

• to provide high quality IT systems, support and maintenance across the organisation
• to provide strategic advice and guidance to the service areas and their directorates
• to contribute to the delivery of the Council's Digital First approach.

The ICT Service consists of several functions including:

• the Service Desk
• Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
• ICT Services teams delivering network, server and end user computing services
• Security and Compliance

About the job

The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.

You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.

You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.

Main Duties and Responsibilities

• Enhance and maintain end user computing services to meet the needs of the council.
• Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance through exploiting automation and orchestration of repetitive and repeatable tasks.
• Identify and investigate opportunities to improve service delivery and where necessary work to deliver new or enhanced solutions.
• Support and contribute to service improvement activities and initiatives.
• Conduct performance management of the existing end user computing infrastructure.
• Advise and guide in the planning phases of ICT projects to ensure that end user computing requirements are considered in the overall specification.
• Conduct tests of hardware and software using defined procedures and diagnostic tools.
• Monitor and take action to ensure performance of the service meets objectives, targets and quality standards.
• Respond to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and resolution and ensure SLAs are met.
• Mentor other team members and promote knowledge sharing and skills transfer.
• Support and contribute to service improvement activities and initiatives.
• Contribute to the Service's performance, objectives, targets and achievement of quality standards.
• Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
• Develop, review and maintain service plans, policies, processes and procedures.
• Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.

Qualifications

• Proven delivery of excellent customer service.
• Understanding of user experience and requirement analysis and the ability to identify, research and implement new technologies to enhance service delivery.
• Proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
• Practical experience of customising and deploying current Microsoft Windows operating systems, Microsoft Office suites including Office 365 and associated hardware and software.
• Proficient knowledge and understanding of end user computing and IT infrastructure and practical experiencing supporting an IT environment.
• Experience of developing solutions using automation tools and orchestration techniques to enhance, streamline and deliver improved ICT services.

Job Details

Job Category ICT

Department Resources

Working Pattern/Contract Type Full Time Permanent