Deskside Support Managers
This job does not exist anymore.
Try running a new search or browse our vacancies.
Or fill in the form below to receive job alerts.
| Job Type | |
| Location | Home based |
| Area | All, International |
| Sector | DigitalIT & Telecoms |
| Salary | £127 inside |
| Start Date | ASAP |
| Advertiser | Leanne Howlett |
| Telephone | +447597378032 |
| Job Ref | LH-PSR-35569 |
- Description
- Role: Deskside Support
Contract Length: 6 months
Location: We are following government guidelines for now, but once it is safe to return these roles will be based at the following sites
(Kent)
(London) x2
(Hampshire)
(Derbyshire)
IR35: Inside
Salary: £127 umb
Security Clearance: SC.
The Role
Reporting directly to the Operations Manager , the Deskside Support Manager focuses on the establishing and supplying of IT and telephony needs of prison service sites and the staff who work within them, in co-operation with a range of 3rd party suppliers including DXE and Vodafone. The role of the Deskside Support team is to maximise the effective delivery of support and communication services.
Key Responsibilities:
Support and re-educate end users to ensure they understand the Service Now workflows.
Carry out technical approvals on Service Now as required.
Assist with and / or provide user guidance as appropriate in relation to the escalation of requests which are not progressing.
Assist the Service Desk with obtaining information required to progress a request or incident resolution.
Work alongside Assistive Technology Users and their managers, ensuring AT requirements are requested and obtained in line with individual assessments.
Work continuously on the development of the Service Now tooling, ensuring fit for end users and required approval processes. Identify improvements in conjunction with the Service Management team.
Request and maintain a stock of spares at each establishment to swap out broken devices.
Install and relocate small devices e.g. printers, thin clients as required by site in line with agreed processes.
Provide support to projects, facilitating surveys as required.
Support new technology systems in place to maintain family contact within prisons
During an incident, where support is required by the Supplier, carry out Kit & Power Checks where feasible and /or liaise with site to request these checks, responding to requests investigation outcomes.
Assist key stakeholders with information relating to IT and Network performance, based on the user experience.
Act as SPOC for gathering user feedback as required.
Maintain an ongoing relationship with key stakeholders at sites.
Assist with maximising efficiency of IT resources and expenditure by removing or reallocating devices and telephone numbers, keeping costs to a minimum.
Provide support and guidance to end users to improve the user experience, promoting the use of the IT Self-Help website and knowledge articles on Service Now where appropriate.
Assist with the development of new knowledge articles as part of Continuous Service Improvement.
Work with site to establish the most effective and cost-efficient balance of resources.
