IT Service Desk Technician

Portsmouth City Council; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local government authority in the UK is seeking a dedicated IT Support Technician to provide second line support across various locations. The ideal candidate will have over 2 years of IT support experience, relevant IT qualifications, and a strong dedication to customer service. You will handle IT incidents, work in a team environment, and deliver excellent service. If you enjoy solving problems and supporting users, this role may be for you. Out of hours support is required during election periods.

Benefits

Comprehensive training programs

Supportive work environment

Commitment to diversity and inclusion

Qualifications

• Minimum 2 years of experience in IT support.
• Ability to converse in accurate written and spoken English is essential.
• Capability to manage relationships with customers and colleagues.

Responsibilities

• Provide second line IT support to users at various locations.
• Triage, log, investigate, and resolve IT incidents and problems.
• Deliver exceptional end-to-end service to customers.

Skills

Customer service excellence

Problem resolution

Team collaboration

Communication skills

Education

CompTIA A+ or equivalent IT qualification

Job description

The role

Reporting to the IT Technical Support Supervisor, you will work as part of a team providing second line support to users based at home and across various locations in Portsmouth. You will be responsible for supporting desktop and mobile devices.

You will deliver exceptional customer service through the effective triaging, logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment.

You will receive and handle requests for support following agreed procedures, respond to common requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.

Your priority will be to deliver an exceptional end to end service to our customers.

Working Arrangements

Required to participate in a team rota to cover the period between 8:00am and 5:00pm, Monday to Friday. Occasionally required to undertake some work during the evening or at weekends. You will be required to provide out of hours support during elections.

Fully office-based (Civic Offices) with travel provided to other Council sites. Regular remote working (WFH) is not possible due to the nature of this role.

The ideal candidate

Be a major contributor, who is committed to team success.

• 2 years+ experience
• Relevant IT qualification (Comp TIA A+, Degree, etc.)
• Positive, energetic and takes pride in your and our success
• Be a major contributor, who is committed to team success
• Able to deliver excellent customer service
• The ability to converse at ease with customers and provide advice in accurate written and spoken English is essential for the post
• Consistent, supportive, proactive and flexible in the way you deliver
• Responsible and accountable for delivery of your personal tasks and outcomes
• Tenacious in pursuing resolution of difficult issues
• Able to de-escalate and deal with challenging situations
• Manage relationships with customers, colleagues and suppliers

Please ensure that you read the full job profile attached for the details and expectations of this role, paying particular attention the section 'Who is the person' as you will need to refer to this and the tangible evidence when completing your Personal statement.

Interview details

Interviews will be held between 12th - 23rd January 2026 and will take place in person at the Civic Offices.

Contact details for an informal discussion

If you have any questions or would like an informal chat, please contact Chris Kinchin - [e-mail]

Application process

We anonymise applications during application & shortlisting to ensure only relevant information is considered.

As part of your application we ask that you complete a personal statement, this statement is crucial and is where you must demonstrate how you meet the requirements of the job against each of the points described in the 'Who is the Person' points on the Job Profile using examples from your experience or transferable skills.This might be through qualifications or descriptive examples from your work / personal experience.

We are a disability confident employer and Armed Forces Covenant gold standard. More information can be found at Equality, diversity and inclusion - Careers portal

We are committed to offering an interview to all those candidates that qualify under our corporate commitments and meet the minimum criteria, however, for roles that receive a large number of applications, we will select the candidates that best meet the minimum criteria.

You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.

What we can offer you

Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act.

Read more about working at Portsmouth City Council and our benefits on our careers portal homepage: Careers Portal - Find jobs with Portsmouth City Council

Should you require any support in completing the application form please contact [e-mail] . or call the recruitment team on 023 92 616800