Technology Support Engineer
Service Desk Technology Support Engineer
Salary: £25,183 to £28,163 per annum
Contract Type: Fixed Term (12 Months)
Hours: 37 hours per week
Location: County Hall, Northallerton
North Yorkshire Council have a fantastic opportunity to join our friendly team and play a vital part in improving and developing services across the whole Council for the benefit of our customers and staff.
We are looking for a Service Desk Technology Support Engineer (TSE) to join our Service Desk team which is the central point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services). We are certified as BSI ISO 20000 compliant and as such is committed to delivering a consistently high level of service.
The role
As our Service Desk TSE you will be responsible for achieving excellence in customer service by ensuring all customer contact is conducted in a polite and professional manner to agreed standard, including listening, negotiating, analysing and rapport building skills. You will liaise with support teams on call status and progression, including 3rd parties, escalate major/high priority incidents to appropriate management, and ensure end user/customer satisfaction by maintaining frequent communication regarding incident status and providing updates and notice of resolutions.
You will also log all incidents and service access requests on the service management solution ensuring they are accurate and logged in accordance with policies and procedures. Actively use the knowledge base to provide information and advice, look up fixes for technical issues and add any additional information you become aware of from the technical teams to support customers to self-serve, reducing demand into the wider Technology Service. Monitor call management client to ensure incoming call volumes are effectively managed and calls are answered within SLA.
What you will bring….
To be successful you must have knowledge of the key principles of effective customer service and the ITIL service management framework. Have excellent communication skills both verbal and written, as well as good active listening skills. You must also be able to demonstrate the ability to confidently use persuasion, influencing and/or negotiation techniques to influence others in difficult situations, be able to problem solve, and can work productively in a pressurised environment and support others to do so.
Working in Technology, you will be surrounded by a supportive, established team of change management professionals who will help you grow and develop within this role. As a North Yorkshire Council employee, you will have access to some great benefits via our everybody benefit’s scheme such as shopping discounts, home technology and green car salary sacrifice schemes, financial wellbeing and health assured and our employee assistance programme to assist with your health and wellbeing. You will also have access to our local government pension scheme, a generous plan for your retirement with the option to increase your monthly contribution if you so wish.
Contact and apply
If you feel this role is something you could be interested in and would like to know more, please click apply to be directed to the full advert and contact details.
Key dates:
Closing date: Sunday 5th January 2025
Interview date: Week Commencing 13th January 2025
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: £25,183.00-£28,163.00 per year
Benefits:
* Canteen
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* On-site parking
* Sick pay
* Store discount
* Work from home
Schedule:
* Monday to Friday
Work Location: In person
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