ICT Engineer (Service Desk)

1. To provide incident resolution, service, support and advice in all areas of Information Communication Technology; including user access, hardware, software and critical ICT systems of South Wales Fire & Rescue Service.
2. To implement South Wales Fire & Rescue Service’s ICT Strategy.
3. To prevent illegal access and provide security protection for business and personal information for GDPR and relevant legislation.

MAIN PURPOSE OF THE POST

To provide incident resolution, service, support and advice in all areas of Information Communication Technology; including user access, hardware, software and critical ICT systems of South Wales Fire & Rescue Service.

DUTIES AND RESPONSIBILITIES

• To implement South Wales Fire & Rescue Service’s ICT Strategy.
• To maintain physical and data security of the organisation’s ICT equipment, services and systems. To prevent illegal access and provide security protection for business and personal information for GDPR and relevant legislation.
• To maintain the integrity of South Wales Fire & Rescue Service’s infrastructure.
• ICT Incident Management: to undertake restoration of normal operations as quickly as possible with the least possible impact on either the business continuity or the user and as efficiently as possible with regard to resource and cost.
• ICT Change Management: to undertake standardised methods and procedures for efficient and prompt handling of all changes to the ICT environment.
• Undertake effective handling of Problem management scenarios and appropriate escalation, mitigation and the management of client expectation.