We have an exciting opportunity for a Permanent, Full Time, Service Desk Officer to join Southampton City Council (SCC) in the IT Service Desk Team.
About The Team
The IT Service Desk is a dynamic team of dedicated professionals, offering efficient support to resolve technical issues and ensure smooth operations for customers. With diverse expertise, they collaboratively address a wide range of IT challenges, providing timely solutions and exceptional customer service.
About The Role
As a Service Desk Officer, you will provide a reliable and efficient IT Service Desk service, handling call logging, issue resolution, and call escalation. You’ll offer guidance on hardware and software problems, ensuring all reported issues are resolved promptly and effectively. The role involves delivering high levels of first-contact resolution, prioritising and tracking issues to completion, or escalating to other IT teams when necessary.
* Receive and record customer calls via various contact channels, maintaining accurate records in the IT Service Management Solution (ITSM).
* Assess the scale and impact of incidents, escalating serious or urgent issues as per the Incident Management Process.
* Diagnose and resolve the majority of customer problems at the first point of contact, allocating unresolved problems to the appropriate IT team.
* Assist in setting up and controlling access to various systems, managing processes for new starters and leavers, and ensuring strict adherence to security procedures.
* Produce and maintain supporting documentation, customer information, knowledge library, asset inventories, and the ITSM system.
About You
* The candidate should be educated to A-level or possess equivalent experience.
* They must have 1-2 years of practical experience in IT, particularly in an IT Service Desk environment.
* Comprehensive knowledge and experience of IT Service Desk processes and functions, including familiarity with enterprise-level IT services such as Windows 11, Microsoft 365, and local authority line of business applications.
* The ability to communicate clearly and confidently under pressure, with experience in liaising with both technical IT teams and end users of IT services.
* A solid understanding of customer care principles, ideally in an IT environment, and the ability to evaluate and prioritise incident calls and IT issues.
What We Can Offer You
Here at SCC we have a range of different perks and benefits, a few examples can be found below.
* A generous local government pension scheme.
* Flexible working (role dependant). Up to 13 days of Flexi Leave.
* 25 days annual leave (pro rata), plus bank holidays.
* Online Benefits – salary sacrifice schemes, benefits and discounts.
* Great local transport links.
* Employee assistance programme with access to our health wellbeing and support.
For Further Information On Our Benefits Package Please Visit
If you feel you have the necessary background, experience, and skills to undertake this role we would like to hear from you.
Contact Details For Informal Discussion
For further information and details regarding the Service Desk Officer role, please contact Faye Mountain, Service Desk Lead at faye.mountain@southampton.gov.uk.
Recruitment Contact Details
Email: recruitment@southampton.gov.uk
Tel: 023 8083 4033
For More Information About SCC Please Visit
Follow us on social media for regular updates on our featured jobs and latest news.
#J-18808-Ljbffr