Technical Support Officer; Uxbridge

We are currently recruiting for a Technical Support Officer in Uxbridge.

PAYE 13.39 per hour/UMB 16.56 per hour.

36hrs per week

Temporary ongoing

Delivery of complex technical and core administrative support to teams, meeting performance targets and embedding a culture of “Putting our residents first” where continuous service improvement is maintained.

• No direct supervisory responsibility, however, may be required to assist in induction and training of peers and new employees.

• Demonstrate understanding of the Customer Care Standards and ensure that these standards are met to deliver the client’s vision of ‘putting our residents first’.
• Respond to customer queries and afford issues and messages to the technical managers and professional workers.
• Commitment to the highest level of service delivery
• Learn from best practice and lead by example in the development of a customer focused team empowered to continually improve levels of service delivery through innovative and creative approaches to service improvement.

• Responsible for delivering complex, routine, and emergency tasks against the technical administrative standards to ensure consistency in maintaining service delivery.
• Deliver a skilled and flexible technical administration support service across the directorates, and react to peaks and troughs of work in any of the client’s locations as required.
• To work as part of a multi-disciplinary team responsible for meeting tight deadlines and committed to high standards of customer care.
• Maintain an understanding of the operational workflow processes and linkage with the technical administrative support services.
• Prioritise tasks assigned and escalating any gaps in resourcing to Technical Support Supervisor/Technical Support Co-Ordinator.
• Escalate any operational issues to Technical Support Supervisor / Technical Support Co-Ordinator and/or operational Service Manager.
• Ability to learn complex and specialised administrative tasks in a short space of time to meet changing service requirements including changes to legislation that would impact on the service.
• To provide comprehensive and high quality technical specialist services administrative support to individual, and at times, various services, across the client’s area.
• To show flexibility in adapting to delivery of different functions at a variety of locations, to meet varying demands.
• To provide more general support to service areas if the need arises.
• Resolve complex financial queries (including payment enquiries) and ensure appropriate financial controls are in place.
• Ensure compliance with Financial Regulations with respect to budget commitments and payments (including any petty cash, voucher, or pre-paid card system).
• Complete/support inputting of service packages onto case management systems.
• Support internal budget commitment authorisation processes to ensure effective delivery of supplier services.

• Coordinate all team activities including (but not limited to):
• Team meeting organisation and preparation, taking meeting minutes, updating core database systems, being the first point of contact for the team caseload, and managing bring-up/bring forward systems.
• Support operational staff with the use of the case management system with the principal objective of up-skilling staff to self-manage and therefore ensure maximum use of the case management system functionality.
• Where applicable, provide expert case management and document management systems (i.e., IPC Protocol and Civica) knowledge to resolve complex system issues (with support from ICT when required).
• Support Teams with awareness and use of…