Location
Ealing

Hours
Full Time (hours not specified)

Salary
£32,535 - £39,276 per annum (inclusive)

About the Role
This is a career grade post with progression through Grades 5 to 7 based on the successful development of skills, experience, performance and demonstrated competence against the requirements of the role. We are seeking a customer-focused IT professional who enjoys helping people, solving problems and keeping services running smoothly. As a 1st Line ICT Engineer within the ICT & Data Management Department, you will play an important role in supporting the technology that enables staff to deliver essential services across the organisation.

This varied and rewarding role involves acting as the first point of contact for IT support, helping colleagues resolve issues quickly and professionally. You will respond to requests raised through the service portal, email and in person at the drop-in IT helpdesk, supporting a wide range of workplace technology including PC hardware, laptops, mobile devices, telephony and business applications.

Key responsibilities include:
- Acting as first point of contact for ICT support, responding to incidents and service requests
- Logging, triaging, investigating and resolving 1st line support issues promptly and accurately
- Troubleshooting and supporting workplace technology such as PCs, laptops, mobile devices, telephony, peripherals, software and business applications
- Escalating complex issues with clear information to technical teams
- Maintaining accurate records of incidents, service requests, actions taken and resolutions
- Contributing to the development and improvement of Helpdesk guidance, knowledge base articles and standard operating procedures
- Supporting departmental projects, equipment preparation, account access, device setup and other ICT tasks as required
- Providing a professional, helpful and customer-focused service, keeping colleagues informed and ensuring a positive support experience

Experience
Experience in a similar IT support environment or within an organisation of comparable size is desirable but not essential.

About you
You are customer-focused, organised and keen to develop your career in IT support. You communicate clearly and patiently with colleagues at all levels and are confident managing competing priorities in a busy service environment. You have a practical approach to troubleshooting, strong attention to detail and a willingness to follow procedures and keep accurate records. Enthusiasm, reliability, a willingness to learn and a genuine commitment to helping others are essential.

Qualifications
No specific qualifications are stated as mandatory; however, progression through career grades will depend on demonstrated competence, skills and experience.

Additional Information
You must have the right to work in the UK; evidence will be requested at interview. This post is subject to Ealing Council's enhanced vetting process. All applications will be determined on merit.