Citizens Advice Liverpool

  Provide first-line support to system users in relation to designated CAL ICT systems and equipment in accordance with agreed priorities and service level agreements,  Provide support and guidance through the ICT Service Desk system (including by telephone or video call), finding a resolution to requests raised, escalating tickets as appropriate,  General hardware maintenance of ICT equipment, including desktops, laptops (and peripherals), VoIP telephones and mobile telephone devices, as determined by the needs of the ICT team.  Maintain records within the ICT Service Desk system, ensuring accurate logs of tickets, responses, problems and the resolutions.  Support the development of the ICT Service Desk through maintaining Service Desk records and identifying development needs including suggested template tickets, responses and opportunities for workflow automation.  Maintain user accounts within the designated systems, ensuring the security and integrity of accounts and data is maintained with the highest priority and inline with agreed processes.   Reporting  Assist the ICT Team with the production of routine reports, using data from corporate systems.  Support users through the ICT Service Desk in the production of ad hoc reports,  Support the work of CAL through investigation of the root cause of any data anomalies in reporting and advising on corrective action.   ICT Administration  Produce and maintain letter templates on the CAL Case Recording system,  Produce and maintain appointment calendar templates on the CAL Case Recording system,  Maintain the masterplan of routine room usage, for the weekly appointment schedule,  Support the development and maintenance of ICT User and Process guides,  Support the maintenance and development of file storage within the CAL Intranet SharePoint site, ensuring appropriate usage and document tags are applied,   Other duties and responsibilities   Carry out any other tasks as requested by the ICT Manager to ensure the effective delivery of ICT Support, and the overall service of CAL.  Provide occasional support to the Administration Team as determined by the ICT Manager, such as switchboard cover during team meetings.  Abide by all CAL policies and procedures.  Work flexibly to ensure smooth running of services, including occasional unplanned extended hours to respond to urgent situations.