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ICT Specialist

Job Title: ICT Specialist
Salary range: £26,841 - £31,404 per annum
Hours: 36.5 hours per week
Contract: Permanent


Who we need


We are currently recruiting for an experienced, dynamic ICT specialist, whose focus will be to resolve and fulfil incidents and requests via our service management tool, ensuring we make the most out of our investment and deliver a high standard of customer service experience.


As an advocate for the IT Delivery and Service Desk Team, you will enhance the Service Desk Team and its ability to deliver a complete customer focused support service to the organisation for all its support needs, be the go-to person, provide advice and support where needed and help to deliver excellence in all areas, helping to uphold a service focused, customer centric approach.


Key Responsibilities


, Provide 1st Line diagnosis and resolution
, Maintain a high level of 1st-time fix rates
, Logging incidents and service requests from customers received via telephone, email and self-service portal and process accordingly
, Escalation of tickets to resolver groups when required
, Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
, Work in accordance to company policies, procedures and standards


Required Skills


, Excellent customer service skills
, Excellent verbal and written communication
, All aspects of the end user computing environment, including the Office 365 stack, ADFS management, desktop operating systems and hardware
, Incident and problem management practices
, ITIL v4 or v3 foundation required
, ServiceDesk Institute Service Desk Analyst (SDA) certification desirable


The Digital and Data Department


As of 1 July 2020 the WMCA introduced a new Digital and Data Team, designed to develop a high performing team that can provide excellent support to the complex multi functions of the WMCA, with the key aim to deliver a robust, high-quality Digital and Data function to our stakeholders.


This is an exciting time within the new team, and your expertise will help develop and shape our future vision, implement cutting edge technologies and modern ways of thinking.
Who we are

The West Midlands has been one of the most promising regions in England with the fastest growing economy outside London; it has been seen as one of the best places to invest; with improved living standards, regional infrastructure was benefiting from huge investment; a rapid expansion in house building; increasing numbers of apprenticeship starts; construction on HS2 ; and the Battery Industrialisation Centre launched in Coventry.

The West Midlands has one of the greatest potentials to grow in 2021 and we are seeking investment in new markets, upskilling our workforce, protecting our environment, strengthening our communities and repositioning the region as a leader in the national economy.


Now more than ever, we need to be innovative and we don't just return to the old ways of working and living.

We already have many of the building blocks in place - we are resetting our thinking, rebuilding our region and reinventing our image as a national leader.

In order to do that, we will listen to our communities and deliver change for the better as a result of what we've experienced.

There is a lot to look forward to - next year the region will host the City of Culture in Coventry; and following that it will be the site of the Commonwealth Games.

These are opportunities to showcase our region to the world.

The West Midlands is a region which is resilient and innovative, and WMCA is building the future, with a shared vision of a healthier, happier, better connected and more prosperous West Midlands - a fast-growing global force with huge potential and ambition.

Everyone who works here plays their part in this success story and we're all determined to use our unique role to deliver lasting change across our region.

Come and join the West Midlands Combined Authority; be part of Building the Future.


In return for your hard work and commitment, we will reward you with a range of competitive and attractive benefits.


How to apply:
To apply for this role, please click below and you will be emailed to let you know how to continue your application.


Closing Date: 5 October 2020


Interview/Assessment Date: w/c 12 October 2020


This is predominantly a remote working opportunity until a date is agreed for the WMCA workforce to return to our usual place of work at 16 Summer Lane, Birmingham.

There may, however, be a requirement for the successful applicant to provide on-site support, should the circumstances arise.


Our priority is to keep all our employees safe and well during this time.

We will be working remotely for the foreseeable future, and we are doing everything we can to ensure all our employees can enjoy a comfortable remote working space.


We are committed to developing an organisation that is representative of the diverse communities that we serve and welcome applications from all sections of the community.


The following groups are currently underrepresented: young people, Black, Asian and ethnic minority groups and women at senior levels.


We are a Disability Confident Employer and offer a guaranteed interview scheme for applicants who meet the essential job role criteria.

We will make reasonable adjustments, in line with the Equality Act, for disabled applicants if these are needed.

Wherever possible we will offer flexible working options which assist work-life balance and support service delivery for the customer.




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