Salary: £22,557 to £24,681 per annum pro rata for 22 hours (£37,937 to £41,510 FTE)
Hours: Part time (22 hours per week, Monday, Tuesday and Friday)
Contract: Permanent
Closing date: Monday 2 March 2025, 23:59
The Service:
The city helpdesk provides first point of contact customer services for multiple council services across channels, including face-to-face, telephone and via digital correspondence (including email, text, and social media, and managing online forms). It includes the internally facing IT service desk, which incorporates first line and second line IT support for 3,500 staff via support analysts, and second line support via the support technicians.
Your New Role:
You will take responsibility for the operational management of the IT service desk support analyst function that provides 1st and 2nd line IT support for council staff. You will ensure the effective management of IT incidents, problems and requests, with a clear focus on resolution at the first point of contact, managing and developing a team of IT support analysts, and effectively deploying staff resources to meet customer demand.
What you'll need to succeed:
You have exceptional customer service skills, specifically in an IT context, including excellent written and verbal communications skills within the customer support context. You have experience of managing staff within an IT service management/delivery context, and can lead by example to inspire staff and colleagues. You have experience with IT service delivery models (specifically ITIL), problem management and continuous service improvement. You can deliver outcomes in a high-pressure environment, providing fit for purpose customer solutions to time, quality and budget.
You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.
Contact Details for an Informal Discussion:
Christine Thomas, Corporate Customer Service Manager, christine.thomas@portsmouthcc.gov.uk, 023 92 841 456
A commitment to our values:
We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed. These values set out how we can contribute to the success of the council and our own success as individuals.
Application process:
How to complete your application: https://careers.portsmouth.gov.uk/how-to-apply/
We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.
If you apply without a detailed personal statement, it is unlikely that your application will be successful.
We look forward to speaking with you soon. Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk.
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