Service Centre Engineer
Service: IT Services
Grade scale: Grade 3 level 2
Reports to: IT Team Leader
Purpose of the job
Provide a centralised IT customer support service for council resources and partner organisations.
To undertake guided work in support, request and desktop refresh activities for a defined set of ICT deliverables, and to assist with the co-ordination and, where appropriate, the service response of third-party suppliers.
Key tasks and responsibilities
Provide technical support to all areas of the council and partner organisations when necessary and required.
Provide direct customer service to council resources and partner organisations for a defined set of requests.
Provide call handling and assistance to colleagues in providing first and second line fault support.
Scheduling work and liaising with all parties to ensure that installation priorities are met and disruption to the service is minimised.
Monitor fault and problem trends and use your technical judgement to identify, assign or resolve disruptions to service.
Work alongside colleagues to assist with refresh projects following defined project management approaches ensuring appropriate customer service and technical standards.
Works with colleagues to ensure service delivery with internal and external service providers, particularly in resolution of day-to-day problems and issues and towards the achievement of targets associated with service level and operational level agreements.
Ensures adherence to Service Centre and escalation procedures regarding services, installation and repair of equipment and systems.
Person specification
|
Criteria |
Essential |
Desirable |
|---|---|---|
|
Education, qualification and training |
Educated to National 5, HNC or HND Level. |
Educated to Degree Level. |
|
Skills, knowledge and experience |
Extensive knowledge of the Microsoft 365 Suite. Experience of using an ITSM Application or Ticketing System. Knowledge and understanding of System Support (including user accounts, active directory and troubleshooting) |
Basic networking skills. |
|
Personal qualities |
Proven customer relationship skillset. Inclusive and supportive team player. Capable of being flexible and adaptable in a customer focused environment. Always acts with discretion and tact. |
Good organisational skills and the ability to work with minimal supervision |
|
Other |
To demonstrate behaviours consistent with honesty and openness: treating people consistently, fairly and with respect |
|
Safer recruitment checks
As part of our approach to good practice and safer recruitment we carry out a number of pre-employment checks:
- Asylum and Immigration right to work in the UK.
- Reference check: external candidates require 2 references, one of which must be from present or most recent employer; Internal candidates require 1 reference from current line manager.
- Candidate Disclosure Scotland check, where applicable.
Behaviour framework
The council’s behaviour framework is a set of core behaviours that defines how employees approach work to enable the delivery of key tasks for the role. The expected behaviours for this role are:
Efficient
- Punctual and conscientious in your approach to work.
- Use council resources efficiently, avoiding waste and unnecessary expense.
- Identify inefficiency in processes and communicate this to your manager.
- Meet deadlines and targets in your day-to-day work.
- Understand the impact of wasteful behaviours on the environment and you act to minimise this impact.
Flexible
- Willing to learn new tasks and accept new ways of working.
- Willing to be flexible in your approach to work to meet changing service delivery needs, deadlines, and urgent priorities.
- Help team members when they have urgent deadlines and prioritise your work accordingly.
- Understand the need for change and are open to this across your working life.
Performing
- Is polite, professional and friendly to customers and always apply customer care standards and attitudes.
- Works safely to maintain the safety of yourself and other raising concerns about unsafe working practices.
- Meets standards of work required in your role in terms of quality and output.
- Uses initiative to solve problems and raise potential issues.
- Acknowledges when mistakes are made and learns from them.
- Seeks feedback on your performance to learn and improve.
Working with others
- Works alongside internal and external colleagues to meet common objectives.
- Has professional relationships with colleagues and is aware of dignity at work standards.
- Actively and respectfully listens to people in order to understand them and their views.
- Contributes appropriately in team and other meetings and discussions.
- Presents words and views clearly in a way that other people find meaningful.
- Respect diversity and promote equality of opportunity when working with colleagues and members of the public.
Leading
- Role models the standards of behaviours expected of a South Lanarkshire Council employee.
- Displays and enables leadership through sharing knowledge and skills, seeking guidance and providing support to your colleagues, team and the wider community.
- Is aware of and adheres to professional codes of practice and the council’s code of conduct and understand how these impact on employment with the council and public perception of council employees.