IT Support Consultant – Customer Service / IT Job for End User with Brent Council

We are a shared ICT service, supporting the local councils of Brent, Lewisham and Southwark, as well as the Local Government Association, Lewisham Homes and the Department for Housing and Pensions. We are located at Brent Council’s Civic Center, Wembley, with on-site teams at Laurence House in Catford and Tooley Street, near London Bridge, Southwark

Brent is a bustling London neighborhood where the iconic Wembley Stadium arch dominates the skyline. Covering both inside and outside London, it is a borough of enormous contrasts in terms of economic, environmental, ethnic and social makeup. Brent’s diversity is evident to anyone who visits our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and appreciated by those who live and work here.

About shared technology services

Shared Technology Services is looking for IT Support Consultants to support and maintain the existing ICT infrastructure for Shared Technology Services, covering the four areas of Customer Support, Data Center, Data Network, and Messaging and Collaboration Support, but with additional specialization in one of the fields.

For more information on the specialization, please see the full job description on our website, link below.

This role is for the Customer Services team who are our IT experts for end users. Servicing over 10,000 civil servant end-user devices. We are looking for an enterprise experience that will solve enterprise wide issues such as software packaging, deployment and maintenance using SCCM and MEM.

With a customer-centric attitude, IT support consultants will take on and resolve calls as part of their SLAs related to the end user’s IT domain. They will work on shifts covering call triage, call resolution and escalation, onsite support at all shared service sites, project related work and provide cover to colleagues from other teams as needed. .

Successful candidates will design and implement solutions to technical issues, documenting them meticulously to help colleagues with similar issues to resolve. IT support consultants will need to provide coverage outside of working hours on occasion.

Additional responsibilities for the PO4 role include managing vendors and contracts and being a technical authority in a key system such as Remote Access – Direct Access and Always-on-VPN; SCCM and. The PO4 role will then use this authority to influence the design of future IT services.

The person

The ideal candidate will demonstrate a commitment to solving large-scale business technical issues within end-user IT. The right person will be flexible in their approach and have the ability to see the big picture by setting priorities effectively. Top of our tray for the right person will be able to:

Migrate enterprise-wide users to Windows 10 or its successors; as a project manager, image creator and application packager.

Lead our migration to Microsoft Endpoint Manager with expertise in driving similar migration projects.

Be the main project manager for our source and deployment of Always on VPN (we are currently Direct Access).

Design and write group policies for the EUC domain. Excellent for resolving enterprise-wide issues like app issues on devices etc.

This role brings a diverse range of other challenges, so IT support consultants will be ready to learn continuously.

The successful candidate will have good interpersonal and communication skills to discuss resolutions with users and their team. They must be prepared to go the extra mile to take responsibility for providing a high level of service to our partners and the other organizations we support.

For more information, please contact our Talent Acquisition Manager, Jo Cumper, at 0208 937 1142 or email [email protected] to make a call.


Closing Date: 05 December 2021

Date of assessment and interview: december 2021

Additional information

Brent’s board values ​​the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to identify their characteristics themselves in the diversity survey section of the application.

We are committed to recruiting and protecting and promoting the well-being of children and youth in a safer way and expect all staff and volunteers to share this commitment. Applicants should be aware that positions working with children, youth and vulnerable adults are subject to enhanced DBS screening as well as other employment authorizations.

Brent has a positive approach to flexible working.

As a confident employer, Brent accepts applications from people with all disabilities, including hidden disabilities and mental health issues. We will interview any disabled candidate who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact us at [email protected]

Please note that CVs will not be considered as part of your application for this position.

job description

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