Job Description:
Fulfil the responsibilities of this role in accordance with QCS values, outlined above.
Detailed Responsibilities:
1. Follow defined service quality standards and occupational health and safety policies to ensure high-quality services and workplaces.
2. Provide operational support to QCS users and prisoners in a primarily Microsoft environment.
3. Configure, install, monitor, support, and manage ICT environments using high-level technical expertise.
4. Develop and maintain QCS ICT documentation, including knowledgebase articles and work instructions.
5. Provide Tier 1/2 technical support and participate on the contact centre for incident resolution.
6. Prioritise tasks, meet deadlines, and manage workflows to ensure client-focused completion within defined service levels.
7. Investigate incidents thoroughly and provide remedial action to maintain agreed service levels.
8. Develop and work within procedures for the maintenance of technical domains.
9. Provide excellent customer service by applying effective organisational and communication skills.
10. Meet enterprise service levels by applying QCS ITSM processes.
11. Supervise staff in delivering high-quality ICT support.
12. Manage ICT assets, including prisoner tablets, by recording accurate information and maintaining current inventory.
Additional Responsibilities:
* Undertake administrative duties as directed by the Business & Technology Manager.
This role requires high-level technical expertise and strong communication skills. Applicants must be able to work collaboratively and apply effective organisational and communication skills.