I.T. Helpdesk Support Officer

Tonbridge and Malling Borough Council; London Borough of Southwark; On-site; GBP 26,000 - 43,000; Full time

Benefits offered by this job

Generous annual leave

Easy parking

Supportive team environment

Professional development

LGPS eligibility

Job summary

Tonbridge & Malling Borough Council is seeking an IT Help Desk Support Officer to join a cloud-first IT team. You will be the first point of contact for staff, resolving issues across laptops, mobile devices, and Microsoft 365 services, with progression through grades as competencies grow.

The role offers a permanent, full-time contract with a 37-hour week on a two-shift rota (08:00–17:00). Training and development opportunities are available as you advance.

Qualifications

• Experience in customer service or technical support and ownership of requests.
• Clear communication and ability to stay calm when assisting users.
• Strong problem solving and prioritisation under pressure.
• Familiar with Microsoft 365 apps and services and end-user devices.
• Understanding of data protection, cyber security and routine IT backup basics.
• Ability to follow procedures and work independently or with a team.

Responsibilities

• Diagnose and resolve IT problems and service requests as first-line support.
• Log, prioritise, update and escalate tickets with clear records.
• Support PCs, laptops, tablets, mobile devices, printers and software.
• Assist users with Microsoft 365, Teams, Outlook and Exchange Online.
• Configure devices using tools like Configuration Manager and Intune.
• Assist joiners/movers/leavers and keep asset records accurate.

Skills

Customer service

Communication

Problem solving

Teamwork

Willingness to learn

Education

IT qualification or certification

Tools

Microsoft 365

Outlook/Exchange Online

Microsoft Teams

Intune

Windows OS

Job description

£26,217- £42,711 per annum depending on qualifications, skills, experience and demonstrated competency

Location:

Tonbridge & Malling Borough Council

Contract:

Permanent

Working Pattern:

Full Time

Hours:

37 hours. Working a two-shift rota covering 08.00 - 17.00hrs.

DBS Check:

No

Closing Date:

15/11/2026 at 23:55

Reference:

CS/26/347987

I.T Help Desk Support Officer

Are you passionate about IT and enjoy helping people solve problems? Tonbridge & Malling Borough Council is a cloud-first authority with an ambitious digital strategy, and we are looking for someone to join our friendly IT team and help us deliver a great service to our staff and Members.

As an IT Help Desk Support Officer, you will be one of the first people our users turn to when they need help. You will get involved in a wide range of technology, from laptops, mobile devices and Microsoft 365 through to Intune, networking and server support as your skills develop. The role is career graded across Grades 4, 5, 6 and Senior Officer, so there is real scope to grow your technical knowledge and take on more responsibility as you progress. Progression is based on demonstrating the skills and requirements of the next grade through the Council’s competency and approval arrangements.

Key Responsibilities

• Help our users by diagnosing and resolving IT problems and service requests, providing first-line and, depending on your grade, some second-line support.
• Keep Help Desk calls moving by logging, prioritising, updating and escalating them when needed, while keeping clear and accurate records.
• Support PCs, laptops, tablets, mobile phones, printers, peripherals, Microsoft Windows 11 and approved corporate software.
• Help users get the most from Microsoft 365, Teams, Outlook, Exchange Online and our contact-centre and telephony services, as well as supporting devices managed through Microsoft Intune.
• Set up and configure laptops, PCs, software and mobile devices using tools including Microsoft Configuration Manager and Microsoft Intune.
• Support joiners, movers and leavers and help keep our hardware, software and licence records accurate and up to date.
• As your skills develop, get involved in areas such as workstation imaging, networking, server support, software deployment, backup monitoring and data restoration.
• Use approved remote-support tools to troubleshoot software, hardware and configuration issues.
• Play your part in keeping the Council secure by spotting and escalating security incidents, malware, suspicious activity, data breaches or lost equipment.
• Follow the Council’s requirements for cyber security, information governance, data protection, confidentiality, health and safety and privacy.
• Provide support at Council premises and other locations within the Borough where required.

Key Skills and Experience

• Some experience of customer service or technical support, with the confidence to take ownership of requests and help see them through to resolution.
• A friendly, helpful approach with good communication skills and the ability to stay calm when someone needs support.
• A practical approach to problem solving and the ability to work out what needs attention first.
• Familiarity with Microsoft 365 applications and services, Microsoft Windows desktop environments and common end-user hardware.
• Understanding of basic IT, data backup and information-security principles.
• Ability to follow technical procedures, maintain accurate support records and work both independently and as part of a team.
• A genuine interest in IT and a willingness to learn, develop your technical skills and take advantage of training opportunities.
• Ability to undertake the practical requirements of installing and moving IT equipment, using appropriate equipment, assistance and reasonable adjustments where required.
• Ability to travel to Council premises and other locations within the Borough as required.
• Previous experience of an IT service desk or a technical support environment.
• Knowledge of Outlook, Exchange Online, Microsoft Teams, Microsoft Intune, Windows Server or Linux.
• Understanding of TCP/IP networking, endpoint protection, device compliance, backup and recovery, software deployment or asset management.
• Experience of creating user guidance or knowledge articles.
• A relevant IT qualification, apprenticeship or certification, or equivalent practical experience.
• Previous experience of Local Government or IT within a large organisation.

Please refer to the job description for further information about the requirements at each grade and how progression through the career grade and salary scale is likely to be assessed.

If you enjoy technology, like solving problems and get satisfaction from helping people, this could be a great opportunity to build your career in IT. Depending on the knowledge, skills and experience you bring, you may be appointed at the appropriate point within the career grade.

Benefits include generous annual leave entitlement, easy parking, a supportive team environment, training and continuing professional development, and eligibility to join the Local Government Pension Scheme.

The Council is committed to maximising equality of opportunity and intends to select the best available person for every vacancy, regardless of any protected characteristic under the Equalities Act, involvement in a trade union, or criminal convictions which are ‘spent’.