IT VIP Engineer

Here at Serco, we are looking for an IT VIP Engineer to join the team working for Lincolnshire County Council. The IT Service Centre team runs a VIP service for Lincolnshire County Council. Tickets are raised in person, via phone calls or via an IT Portal. All tickets to be completed will be defined in the Service Catalogue, within the agreed SLA’s. This includes Incident Management, Event Management, Problem Management (first level), Access Management and Request Fulfilment (first level). The IT VIP Engineer will report into the IT Service Desk Manager. The team is based in Lincoln. The role is office based with some requirement to go to other sites around the county.

Main Accountabilities:

• To provide the first contact support for all IT Incidents and Service Requests for all 1st line tasks within the Service Catalogue for all the Council’s VIP users.
• Provide first assessment of incoming tickets raised via a portal.
• To provide a single point of contact for VIP Customers.
• Working with Democratic Services Teams on site at Lincolnshire County Council offices.
• To facilitate the IT requirements for County Council and other meetings.
• To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.
• Work towards a high first-time fix rate.
• Provide technically accurate solutions to customers.
• Pass issues to second line and third line support where necessary.
• Review impact and prioritisation of issues and escalate major issues to the Incident Manager.
• To record all activity for inbound Incidents and Service Requests in the designated Ticket Management System, ensuring that all Incidents and Service Requests contain full details, have the correct category and sub-category designation and are correctly prioritised.
• Ensure ownership is taken of user issues.
• Actively communicate with the customer.
• Ensuring company Health & Safety standards are always met.
• Follow ITIL guidelines where applicable.

What you will need to do the role:

• Excellent interpersonal skills with the ability to communicate both orally and in writing to service users at all levels, colleagues, and professionals.
• Experience of tenant management tools such as on-premises Active Directory and Entra ID.
• Experience in Modern Device Management tools - Microsoft Intune, including compliance/security, as well as knowledge of using Microsoft Configuration Manager.
• Experience of managing cloud identities using Microsoft best practices.
• Basic understanding of end user device hardware.
• Basic understanding of Windows management tools such as DHCP, DNS, Intune Configuration Profiles & Group Policy.
• Skilled in Microsoft 365 Apps suite (Word, Excel etc), as well as a fundamental understanding of Windows 10 & Windows 11.
• Knowledge of Mobile Device management, primarily Android and iOS.
• Experience with remote control tools such as Configuration Manager remote control and TeamViewer.
• ITIL Foundation Qualification desirable.
• Basic understanding of PC/Laptop and Printer Hardware.
• Professional and Punctual.
• Passion for technology and desire to keep up to date with the latest trends in IT management.
• Driving licence required.

What we offer:

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco:

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required).