IT Support Officer x2 – Information Technology

IT Support Officer x2 – Information Technology 150 150 TCLRec
IT Support Officer x2 - Information Technology
Contract / Temporary

Brent 5237781

Posted: 10th October 2023 17:24
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  • Pay Rate:

    £17.48 per hour PAYE

  • Hours per Week:

    36 Monday – Friday, normal working hours

  • This opening assignment is for 5-6 months


    SE1 2QH

What's involved with this role:

Temporary IT Support Officer x2 - Information Technology 

Reference no: Brent 5237781 

Pay Rate: £17.48 per hour PAYE 

36 Monday – Friday, normal working hours 

This opening assignment is for 5-6 months  


Basic DBS required for this role

Support and maintain the existing ICT infrastructure for the shared service, covering all four areas of client, datacentre, voice & data network and application support, but with additional specialisation in one of the areas. 

Work on a rota basis covering call triage, call resolution & escalation, on-site support across all shared service sites, project related work, and provide cover for colleagues in other  teams as and when required 

Key Responsibilities: 


  • Working on a rota basis perform the following duties: 
    • Monitor incoming queues on the IT service desk system perform initial triage of all calls and assign to correct team 
    • Take ownership of and resolve calls in line with service level agreement(s). 
    • Identify problems, log problem records and communicate appropriately. 
    • Log changes, providing adequate information and ensuring change records are kept up to date. 
    • Provide on-site support across all sites supported by the shared service. 
    • Build and/or delivery of end user equipment, collection of equipment for repair or disposal, office moves. 
    • Work on complex technical projects implementing changes to the shared service infrastructure. 
    • Be part of virtual teams working on specific assignments. 
    • Provide cover for colleagues in other teams as and when required. 
    • Provide cover and/or work on projects outside normal working hours (08:00 to 18:00) or on occasion at weekends. 
  • Accurately and clearly document fixes to technical issues and update the IT knowledge base, enabling their colleagues to quickly resolve any future occurrences of similar issues using this documentation. 
  • Document adequate information on call resolution to enable the further analysis of calls handled by the shared service but also to ensure the customer receives quality feedback in relation to their call. 
  • Responsible for ensuring that any changes they are involved in are logged and have complete and accurate information; this may require further investigation and/or liaising with customers and colleagues to establish. Ensure changes are adequately authorised and appropriately communicated to all stakeholders. 
  • Produce new or update existing documentation as appropriate for processes and procedures related to the performance of their duties and the delivery of ICT services by the shared service. 
  • Ensure all IT records are kept up to date to maintain accurate asset registers for the shared service and comply with license agreements. 
  • Occasionally supervise and/or mentor junior staff or apprentices, to help them develop their technical skills and perform their duties. 
  • Liaise with third party suppliers to achieve resolution of faults and/or requests. 
  • Provide quotations and/or enter requisitions on procurement system. 
  • Understand the value of information to the council and contribute to good information governance by keeping information safe, accurate and up to date and available to those who need it, as well as advising all council staff on how to do the same

NB: Please feel free to apply to us direct via job[email protected] by quoting the job reference and job title exactly. 

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF 

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity. 

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items: 


  • ITIL Foundation – although not essential 



  • Knowledge of the IT Infrastructure Library (ITIL) framework. 



  • Experience of working in a technically complex IT environment 


Skills & Abilities: 

  • Able to diagnose and resolve practical problems. 
  • Able to prioritise a workload and focus on necessary tasks. 
  • Able to adapt quickly to new developments in software and hardware. 
  • Resourceful – able to fully utilise available tools to affect an efficient resolution to a problem. 
  • Able to communicate clearly and effectively with staff at all levels in the organisation both verbally and in writing. 
  • Able to manage and work on projects to tight deadlines and budgets. 
  • Able to train technical and non technical personnel. 
  • Able to effectively liaise with 3rd party organisations to resolve technical issues. 
  • Able to work in a team that delivers a range of high availability services. 
  • Ability to work with a diverse range of customers with widely varying requirements and priorities. 
  • Able to identify, produce, and follow technical and non-technical processes and procedures 



Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Brent 5237781
IT Support Officer x2 - Information Technology
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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Job Ref: Brent 5237781
IT Support Officer x2 - Information Technology
Client Category: Local Authority

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