School Technician (L3Z1)

London  ‐ Onsite
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Description

Job Information
Schools Technician
(SDE Post) Level 3, Zone 1
It is for use during recruitment, setting objectives as part of the performance management process and other people management purposes. It does not form part of an employee's contract of employment.
Role purpose
The role of the Schools Technician (SDE Post) Level 3, Zone 1) is to support the provision of IT infrastructure in Camden Schools, respond to customer requests, problem resolution and service request operation that meets the needs of the Schools IT Support Service customer base and the wider Council; having a strong customer service ethos.
Example outcomes or objectives that this role will deliver
Routinely attend school and council sites for the purpose of completing customer requests.
To provide technical support (also known as second line support) in the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software
To strive to meet and exceed SLA performance targets
To assist in the provision of more technical support involving specialist areas such as: networks, Servers, information integration, information security controls and web solutions
To provide technical services remotely or on customer site ensuring the integrity of changes and the protection of customer data
To manage customer relationships, liaising with Head Teachers, Heads of traded services, and ICT coordinators
To maintain change control documentation
To take ownership of service incidents until resolved escalating where necessary to third-line support staff and suppliers
To assist occasionally in the provision of first-line support, user account administration, Active Directory support, the use of software, compliance of software licences, the procurement of ICT products and services & data recovery
To provide statistics and associated information for performance reports and management information
To keep up-to-date with changing technical knowledge
Following agreed procedures, identify, register and categorise incidents.
Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
Provide first line investigation and diagnosis and promptly allocate unresolved incidents and problems as appropriate.
Maintain the configuration management system, documenting details of all hardware/software items that have been installed, removed or changed so that configuration management records are fully updated and accurate.
Contribute to creation of support documentation.
People management responsibilities
No formal line management responsibilities.
Relationships
This post reports to the Service Centre Supervisor.
Work environment
The post-holder will be required to work in an agile' way in line with Camden's move to a paperless and flexible work environment.
Technical knowledge and experience
BSc in relevant discipline, or equivalent industry experience.
Schools based IT support experience is desirable.
Proficient in understanding the IT/IS infrastructure, operating systems, configurations and the IT applications and service processes used within the organisation.
Familiar with the use and application of incident management tools
Aware of the purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA and an underpinning contract for the supply of services.
Aware of methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the serious disruption of IT services.
Aware of corporate, industry and professional standards, policies, regulations, compliance and codes of conduct associated with the role.
Camden Way Five Ways of Working
In order to continue delivering for the people of Camden in the face of ever-increasing financial pressure, we need to transform the way we do things. We call this the Camden Way. The Camden Way is a key part of our transformation strategy often referred to as the transformation triangle which links the Camden Plan, the Camden Way and the Financial Strategy together.
The Camden Way illustrates the approach that should underpin everything we do through five ways of working:
Deliver for the people of Camden
Work as one team
Take pride in getting it right
Find better ways
Take personal responsibility
For further information on the Camden Way please visit:
1
*please note*

- 3 positions are available

- Only two candidate submissions per supplier - please ensure your best candidates are submitted as unfortunately this cannot be increased

- If you have any questions, please contact (see below)

The role of the Schools Technician (SDE Post) Level 3, Zone 1) is to support the provision of IT infrastructure in Camden Schools, respond to customer requests, problem resolution and service request operation that meets the needs of the Schools IT Support Service customer base and the wider Council; having a strong customer service ethos.

Please see attached JD for further information
If you match these requirements, please apply as usual. Elevate will send you an email, please open, click and action it and your application will be visible to the hiring organisation directly. Elevate provides a route to contract and contingent assignments across many skills areas by matching your profile to relevant jobs that our customers post to the platform.
Please note that Elevate Direct is a software provider and not a recruitment agency. As such, Elevate is not involved in the recruitment processes for any employer, who uses the platform. Please contact employers directly through your Elevate profile with any queries related to your application.
Start date
ASAP
Duration
4 weeks
From
Elevate Direct
Published at
07.03.2021
Project ID:
2064566
Contract type
Freelance
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