ICT Support Officer

Gloucestershire County Council; England; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Flexible and agile working

25.5 days annual leave

LGPS pension

Employee Assistance Programme

Cycle to Work scheme

Green Car Salary Sacrifice

Employee networks

Job summary

Gloucestershire County Council is seeking an ICT Support Officer to help support Social Care applications, providing first-line incident handling, user assistance and data maintenance. The role focuses on responding to requests, diagnosing problems, and delivering clear explanations to users.

Hybrid working arrangements are available, balancing service needs with individual circumstances. Applicants should enjoy problem-solving and learning about social care processes and technology.

Qualifications

• Experience of providing customer, technical, application or software support.
• Good problem-solving and analytical skills.
• Strong customer-service skills and the ability to remain patient when supporting users.
• Good written and verbal communication skills, with the ability to explain technical information in straightforward language.
• Confidence working with data and an appreciation of the importance of accuracy.
• The ability to organise your workload and manage competing priorities.
• An interest in developing your knowledge of applications, technology and Social Care processes.
• A positive approach to learning and sharing knowledge with colleagues.

Responsibilities

• Respond to and prioritise application support incidents and requests.
• Investigate issues and deliver first-line fixes where possible.
• Help users resolve application and system problems, explaining technical issues clearly.
• Support user administration and appropriate system access.
• Assist with maintaining system data and identifying data-quality issues.
• Monitor support activity and escalate more complex or urgent problems appropriately.
• Work alongside our Projects and Systems Officers on application improvements, testing and project activity.
• Develop your knowledge of Social Care systems, processes and the services they support.
• Help maintain guidance, knowledge and documentation for colleagues and customers.

Skills

Customer support experience

Problem-solving

Customer service

Clear communication

Data accuracy

Workload management

Learning mindset

Team collaboration

Job description

What you'll be doing

Would you like to develop your career in technology while helping support services that make a real difference to people across Gloucestershire? Our Application Support Social Care team supports the business-critical applications used across Adult and Children's Social Care. The team provides day-to-day application support, system administration, training and ongoing system development, helping colleagues make effective use of the technology they rely on to deliver services. We are looking for an enthusiastic and customer-focused ICT Support Officer to join the team. You will help support our Social Care applications, responding to incidents and requests, investigating problems and helping users get the best from the systems they use. Our current application portfolio includes Liquidlogic LAS, LCS and EHM, ContrOCC and associated portals and services.

• Respond to and prioritise application support incidents and requests.
• Investigate issues and deliver first-line fixes where possible.
• Help users resolve application and system problems, explaining technical issues clearly.
• Support user administration and appropriate system access.
• Assist with maintaining system data and identifying data-quality issues.
• Monitor support activity and escalate more complex or urgent problems appropriately.
• Work alongside our Projects and Systems Officers on application improvements, testing and project activity.
• Develop your knowledge of Social Care systems, processes and the services they support.
• Help maintain guidance, knowledge and documentation for colleagues and customers.

You don't necessarily need to already be a Social Care systems expert.

We're interested in someone who enjoys solving problems, learning how systems work and helping people. You'll ideally have:

• Experience of providing customer, technical, application or software support.
• Good problem-solving and analytical skills.
• Strong customer-service skills and the ability to remain patient when supporting users.
• Good written and verbal communication skills, with the ability to explain technical information in straightforward language.
• Confidence working with data and an appreciation of the importance of accuracy.
• The ability to organise your workload and manage competing priorities.
• An interest in developing your knowledge of applications, technology and Social Care processes.
• A positive approach to learning and sharing knowledge with colleagues.

Experience of Social Care, local government, Liquidlogic/System C applications or other business-critical case-management systems would be advantageous, but isn't essential., It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a 'customer facing role' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for many of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.

Joining us could mean access to these great benefits:

• Flexible and agile working opportunities
• 25.5 days annual leave, rising to 30.5 days after 5 years' continuous service
• An option to purchase 10 days of additional leave per year (pro rata for part-time staff)
• Family-friendly employer offering benefits to help support you and your family
• Career development and qualification opportunities
• Supportive and positive working environment with regular, robust supervision
• Local Government Pension Scheme (LGPS)
• Access to our Employee Assistance Programme (EAP), providing free, confidential counselling and advice 24 hours a day, online and by telephone
• An in-house Occupational Health service
• Employee discount scheme
• Cycle to Work scheme (eligibility criteria and T&Cs apply)
• Green Car Salary Sacrifice Scheme (eligibility criteria and T&Cs apply)
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.

Interviews will take place week commencing 23rd November 2026.