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Natural Resources Wales
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Bangor, Gwynedd
Supervisor, Deputy Service Desk Team Leader
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Salary: From £30,120 to £33,383 per annum |
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Overview
Location: Bangor Grade & Salary: 5, £30,120 rising to £33,383 over three years Post number: 201819 Type of contract: Permanent Work pattern: Full time Closing date: 19 April 2020 Benefits: Civil Service pension, 28 days annual leave, rising to 33 days over 5 years, flexible working options, occupational health including counselling and advisory services and eye care, childcare vouchers and salary sacrifice schemes. Role Purpose To provide deputy management for the ICT Service Desk to ensure the delivery of first line support as a single point of contact for NRW staff experiencing a range of technical problems Qualifications and Skills High level of technical expertise and skills including detailed knowledge of desktop technology and holding the following certifications/qualifications or be working towards them: ITIL Foundation certified and having worked in an ITIL environment. Degree in ICT based discipline, or equivalent. Good verbal and written communication skills, comfortable and confident in dealing with challenging situations/individuals and a clear commitment to delivering excellent customer service and user’s experience. Proven ability to work collaboratively in a team and build relationships. Ability to analyse complex technical issues and requests, learning new systems quickly and helping others to do the same. Knowledge of Incident Management and Problem Management Knowledge of Project Management techniques and processes and experience of managing an ITIL process. A bility to work within a high-pressure environment, to proactively plan and co-ordinate resources in order to achieve results within agreed timescales and with a flexible approach to working, prioritising as and when high priority problems and requests arrive at the ICT Service Desk. For more information, please visit our website. This job was originally posted as www.cwjobs.co.uk/job/89961613