ICT Technical Support Officer

Technical Support (ICT)
210002N7 Requisition #

| Salary £21,748-£25,481 per annum | Permanent, Full Time, 37 hours per week | Digital Service Centre & EOC |


The successful candidate will be working within our busy ICT Service Centre in the Preston County Hall complex, specifically supporting both on and off site, Lancashire schools subscribing to a range of key ICT services.  Specific tasks include the following:

  • Understanding the key priorities, targets and effectiveness of the service, helping to ensure that compliance with service level agreements is maintained.
  • Independently resolving more complex ICT issues, using well developed problem diagnosis skills.
  • Carrying out technical administration tasks (e.g. the creation, amendment and deletion of user accounts).
  • Developing and maintaining knowledge base articles.
  • Prioritising assigned tasks and responding independently to unanticipated problems.
  • Providing coaching, mentoring and training to junior colleagues.
  • Assisting Service Centre Management Team to develop and support the business.
  • Delivering technical support on schools' premises across Lancashire.


 Ideal candidates for the role will be able to demonstrate that they possess the following:

  • A strong commitment to service delivery and customer satisfaction.
  • Experience of ICT technical support at first and second line levels.
  • Competence in using multiple ICT systems (e.g. e-mail, word-processing, spreadsheets and databases)
  • The ability to understand, triage and resolve technical issues.
  • Knowledge of IT service management software, such as Service Now. 
  • Great customer service skills, including strong interpersonal and empathetic listening skills.
  • Excellent and effective oral and written (grammar) communication skills.
  • Excellent keyboard, mouse and telephony skills.
  • Proven ability in effectively training, mentoring and coaching colleagues.
  • A commitment to working together based upon one team sharing ideas, knowledge, resources, understanding and mutual trust.
  • A commitment to undergo further training.


We do not hold a sponsorship licence and can only consider applications from candidates who are legally entitled to work in the UK. If you do not have the right to work in the UK your application will not progress.


We reserve the right to close down a vacancy early, before the closing date, if we receive sufficient applications.


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