Business Technology Solutions (Fife Council) - Solutions Support Officer

The post will provide second-line support as a part of the Customer Support team and will have the option to work remotely or in Glenrothes with travel to various locations around Fife also a requirement as part of the role.

Essential skills:

- Configuration Management: Ability to track and manage information related to Configuration Items (CIs) to protect assets from unauthorized changes.

- Quality Assurance: Experience in maintaining and distributing quality standards while adhering to professional policies.

- Change Management: Skilled in documenting and implementing changes and monitoring performance effectively.

- Data Management: Knowledge of ethical data transformation techniques and compliance with organizational policies.

- Incident Management: Ability to prioritize and diagnose incidents, investigate causes, and document resolutions with a focus on customer needs.

Desirable Skills:

- Methods and Tools Expertise: Support existing methods and identify opportunities for process improvement.

- User Experience Evaluation: Experience in preparing evaluations, managing test environments, and collecting user feedback.

- Customer Focus: Commitment to capturing customer feedback and ensuring quality service delivery.

Personal Qualities
Self-motivated with a good knowledge of problem identification and resolution

Previous experience of working in an ICT role within a Team environment is desirable.

Be able to demonstrate good interpersonal and communication skills.

A good track record of problem solving and delivery across a large and complex organisation would also be advantageous.

A driving licence while desirable is not essential, but the ability to travel within Fife is essential.

Required Qualification Level
Educated to SCQF level 5 which includes National 5 or SVQ level 2 or Standard Grades at Credit level or equivalent

Business Technology Solutions at Fife Council, the team responsible for overseeing the council's information technology network and resources. We manage the procurement and maintenance of all computer hardware and software, along with the network infrastructure that connects these systems to each other and external organisations. Our scope includes telephone systems, electronic data storage, and the IT applications that support service delivery.

Our services are organised into four key areas: Technical and hosting, strategic platforms and delivery, case management, and collaboration and productivity solutions. We also focus on enterprise and solutions architecture, Resource Management Solutions, and support various Directorate Solutions Teams across Communities, Finance and Corporate, Education and Children's Services, Health and Social Care and Trusts. Additionally, we emphasize Solutions and Service Assurance to ensure the quality and reliability of our offerings.