Information Systems Officer Telephony

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Sheffield City Council is on an exciting digital transformation journey, transforming how we deliver services through innovative digital solutions, automation and emerging technologies. As we continue to modernise and improve services for our residents, this is an excellent opportunity to play a key role in shaping the future of digital public services.

The postholder will provide day-to-day administration, support and continuous improvement of the Council's mobile device service, Contact Centre Telephony platform and associated digital services.

These services support front-line service delivery, customer contact and mobile working, enabling staff and residents to communicate and access services effectively. The role will primarily work within core service delivery, responding to user requests, maintaining established services and undertaking defined development and configuration activities to ensure services remain reliable, secure and fit for purpose. The postholder may also support service improvement and program activities, such as telephony upgrades, device refreshes, and the implementation of new digital capabilities.

This is an office-based role at Howden House, Monday to Friday, from 09:00 to 17:00, as a significant part of the role involves providing face-to-face mobile device support to end users at the ICT offices in Sheffield City Centre

• Support end users remotely and in person with their mobile devices
• Provide day-to-day administration, support and maintenance of Corporate mobile devices using Microsoft Intune, Storm Contact Centre telephony system, Microsoft Teams telephony, and associated digital services.
• Work collaboratively with colleagues, service areas and suppliers to deliver effective digital solutions.
• Investigate and resolve incidents, service requests and system issues, escalating where appropriate.
• Manage user access, permissions and security controls in accordance with approved procedures.
• Deliver approved system changes and configuration updates in line with governance, testing and deployment processes.
• Produce and maintain system documentation, reports, knowledge articles and operational records.
• Contribute to projects and transformation programmes through development, testing, implementation and support activities.
• Identify service improvements and support the continuous enhancement of systems, processes and customer experience.
• Prioritise and manage workload to balance operational support with development and project activities.

• Experience supporting and administering Telephony Platforms and Mobile device Management systems
• Strong troubleshooting, problem-solving and analytical skills.
• Strong customer service, communication and stakeholder management skills.
• Experience of directly supporting end users with technology
• Understanding of accessibility, information security, data protection and digital service standards.
• Experience of system testing, defect resolution and quality assurance activities.
• Ability to manage competing priorities and deliver work to agreed deadlines.
• Ability to work independently while recognising when issues require escalation or specialist support.
• Commitment to continuous improvement, learning and knowledge sharing.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the…