Desktop Support Engineer

We are looking for a Desktop Support engineer to join our team in Birmingham. You will work with a multidisciplinary team in a fast-paced environment, to deliver quality products that meet the organisational and user needs., Provide technical support. You will be responsible for the investigation and resolution of 2nd line IT calls (software and hardware), You will offer technical assistance keeping end users informed of progress and escalating major issues where appropriate that affect the wider organisation.

Maintain operational documentation. You will write and maintain ICT guidance ensuring that it is relevant and up to date for various audiences (ICT colleagues and Commission employees)

Ensure best practice. You will ensure that any ICT support carried out meets the operational requirements of the Commission and that they adhere to the Commission's business continuity and security accreditation arrangements.

Be user focused. Work constructively to build effective relationships to reach mutually beneficial solutions whilst engaging with colleagues and stakeholders to resolve IT queries efficiently. You will also operate in an indirectly supervised environment where minor changes to ICT systems are made.

Embrace Agile ways of working. You will be able to work in a fast paced, evolving environment and adopt a flexible approach to enable smooth delivery of ICT solutions.

Person Specification

• Proactively provide ICT advice, guidance and expertise to colleagues within the Commission maintaining positive relationships and ensuring a consistently high level of ICT support



• Experience and working knowledge of supporting Office 365 suite Sharepoint/OneDrive/OneNote, Microsoft Office etc, Active Directory, IBM Products, CRMs, Memex and other ICT software applications and software.



• Experience and working knowledge of all ICT hardware including supporting, administering and maintaining Microsoft Surface Tablets and Surface Hubs through Microsoft Endpoint Configuration Manager.



• Understanding and have basic working knowledge of Microsoft Intune to configure iPhones and iPads.



• Support the delivery of ICT services to agreed outcomes and deadlines contributing to the achievement of the Commission's ICT strategy through engagement with managers and departments, offering feedback and ideas for continuous improvement.



• Ensure input into all systems is accurate, kept up to date and quality checks are undertaken.



• Maintain new starters/leavers and changes working towards the appropriate service standards for the relevant workflow. Able to be flexible and consider new ways of working to adapt to varied workloads prioritising work based on risk and impact.



• Ensures that the right actions are taken to investigate, resolve and anticipate problems. Escalate risks in line with the Commission's agreed policies and procedures to ICT Operations Manager as appropriate to help implement solutions and identify preventative measures.



• Be aware of emerging technology solutions and be proactive in advising the ICT Operations Manager and colleagues of the potential benefits of technology developments to the Commission.


Our Ways of Working:

Outcome-focused: We put consumers at the heart of everything we do. We take responsibility for an issue and moving it forward. We deliver results through working collaboratively.

Reaching for ways to improve: We encourage feedback and ideas. We are committed to continuous improvement and are open to trying different ways of working. We celebrate successes and take responsibility when things go wrong.

Respectful: We recognise every colleague's contribution.

We give each other timely constructive feedback. We all encourage challenge.

Communicate well: We are clear and concise. We listen and check our understanding. We explain the reasons for decisions.

Making this a great place to work: We all help to make the Commission a great place to work. We value and support each other. We demonstrate a positive attitude.

Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.


• Salary of circa £27,523


• Civil service pension, with an employer contribution rate of 27%


• Flexible working


• Hybrid working, specific guidelines are to be agreed with line manager


• 26 days' holiday, rising to 29 days after two years' service, with the option to buy up to five days extra annual leave