IT User Provisioning Officer

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for an IT User Provisioning Officer on a month contract with the possibility of an extension.

We’re looking for someone who can work collaboratively with colleagues in IT and across services to understand their needs, using that understanding to help shape an inclusive service while continuously looking for ways to improve the user experience. While self-service portals and AI-powered chatbots have a role to play, there remains room for the human touch, particularly where empathy is required, or complexity encountered. A blend of office and remote work, you can look forward to a fantastic working environment and positive work culture.

Key Competencies & Attributes:

⦁ You’ll be a people person who enjoys and can engage and build relationships through effective and personable communication, confident and willing to work collaboratively with other teams, and external vendors, breaking down silos to resolve issues or collaborate on innovative ways of working.
⦁ You will possess excellent inter-personal skills, able to communicate effectively at all levels with technical and non-technical people, using different channels and approaches.
⦁ You will be exceptionally customer service orientated with a desire to continually improve the end user experience with a particular emphasis on automation of processes where it is feasible to do so.
⦁ You will be meticulous at record keeping and attention to detail.
⦁ You’ll have a willingness to try new things, sharing skills knowledge and experience with your team, listening, and learning from others.

Key Responsibilities:

⦁ You will ensure that all user administration tasks, and requests are professionally and consistently handled, in line with service standards and procedures ensuring agreed service levels are met or exceeded.
⦁ You will process requests to create, modify and disable user access, ensuring standardization, compliance and enforcement of policies and daily operating procedures
⦁ You will be expected to capture detailed information for each request, managing them within the ITSM tool, to ensure any escalations can be tracked and dealt with quickly and effectively.
⦁ You will create and maintain documentation, ensuring it remains relevant and colleagues are aware.
⦁ You will be responsible for managing your personal workload, ensuring that all support tickets are updated regularly, providing regular updates to end users, and ensuring ongoing communication is maintained throughout the life of the request, setting user expectations appropriately.
⦁ You will be personally responsible for ensuring that any assets you process eg hardware or software items that have been installed, removed/ disabled, or changed by you or for you, are acurately maintained in the asset management system.
⦁ You will be responsible for ensuring stock controls for the service are managed, maintaining levels to cover forecasted activities and provide regular reports on status of stock levels.
⦁ You will manage the disposal of IT assets – co-ordinating with other services and 3rd party to ensure safe, legal and secure disposal, updating and maintaining asset records accordingly
⦁ You will assist with the provision of reporting data / statistics about the performance of the service.
⦁ You will use your excellent questioning skills to collect information, trouble shoot and guide the end user through suitable diagnostic procedures to determine the source of any problems.

If that sounds good to you, we’d love to talk! Please contact Pocholo.