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INTERNAL ONLY - ICT Service Desk Support Officer

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
15/04/2019
Advert End Date:
29/04/2019 23:59
Salary:
£19554.00-£21,166.00
Hours per week:
37
Job Category:
IT/Digital/Web
Vacancy ID:
105172
Employment Location:
South Gloucestershire Council Officer - Badminton Road, Yate, Bristol
Post Number:
SGC0591

Job details 

Closing date:
29 Apr


Further information

Summary of Post

The Service Desk Support Officer will be the first point of contact for the customer for all ICT enquiries. They will provide a 1st line support service, working with customers to resolve their problems; this could be via telephone, email or connecting to the customer’s computer remotely, and gathering as much relevant information as possible of the nature of the problem.
They will escalate issues they cannot deal with or outstanding open calls to Service Desk Officers, rostered-in domain Engineers or the Service Desk Supervisor, keeping the customer well informed of any progress on their query.
In addition to this, they will regularly check the IT monitoring systems, verify any issues found, log and investigate or escalate as appropriate.



Should you wish to express an interest in this role please complete the expression of interest form detailing how you meet the criteria for this position. This should be returned to Stéphane Patteux by midnight on 29/04/2019. Email: Stephane.Patteux@southglos.gov.uk

Interviews will be held 9th May 2019.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

• Support customers who have queries within specific service areas, helping them to access services and ensuring that clear information and guidance is provided, or the issue is referred so that all customers receive an effective, functioning service and information is provided
• Liaise with customers ensuring that routine queries and problems are resolved, and alternative courses of action are recommended if necessary.
• Maintain and update information systems and databases to ensure that customer service details and information are completed accurately.
• Adhere to all changes to service standards, policies and procedures within your specific area and report any problems to senior members of staff.
• Have awareness of regulations and codes of practice those relating to the safety of customers and staff.
• Accurately record information collected from customers.
• Support the work of a team, sharing knowledge and experience, to maximise the provision of customer service.


Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

Essential

• You will have an NVQ 2 or 3 GCSE’s grades C or above or equivalent qualification or equivalent relevant experience.
• You will demonstrate a knowledge of relevant processes and procedures and an understanding of relevant regulations, codes of practice and required outputs.
• You will have initiative and judgement to resolve day-to-day problems independently.
• You will have proven written and verbal communication skills.
• You will have experience of answering phones and greeting customers.
• You will have some customer services experience and show empathy when needed.
• You will have a good level of IT skills.
• You will be able to demonstrate the Council’s values and behaviours.
• You will have the ability to record information while talking to customers.

Desirable

- Previous ICT service desk experience but not essential.
- ITIL Foundation certification


Additional Information

Use of a vehicle

If the nature of the duties require you to travel on Council business on a regular basis, so you must either have a current driving licence and provide a car, or have access to appropriate means of travel.

If you use your vehicle on authorised Council business, you will receive a mileage payment based on the Inland Revenue Authorised Mileage Allowance Payment Scheme (AMAPS). The allowance is provided on the condition that your own insurance covers you for business use and indemnifies the Council against claim (including those concerning passengers) arising out of the use of the vehicle on official business. You will also be eligible for a car loan if you meet the criteria within the Council’s Car Loan Scheme.

For an informal discussion contact Stephane.Patteux@southglos.gov.uk.


Salary: H10

Hours: 37 hours

Closing Date: Monday 29th April 2019

Vacancy Ref: SGC0591


Our Values

Our staff need to have a ‘can-do’ attitude and adapt to the fast pace of change. They must work well with others to reach a common goal and be willing to embrace a partnership and inclusive approach to delivering efficient and effective services. They must use their initiative to deliver and take responsibility for their performance to help the team, department and council to achieve its goals and must make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services. Our managers are also required to demonstrate effective leadership qualities, shape and manage team plans and motivate their staff to achieve.


Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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