MOSAIC Helpdesk Technician

Hampshire County Council; Winchester; Hybrid; GBP 27,000 - 31,000; Full time

Job summary

A leading local authority is seeking a Helpdesk Technician to join its Application Support team. This role involves providing support for the Children's Services Social Care System, Mosaic, and requires effective problem-solving and communication skills. The position offers a flexible, hybrid working environment and is suited for individuals with a background in IT or customer support. If you're looking to make a difference, apply to join a supportive and inclusive workplace.

Benefits

Flexible working arrangements

Pension scheme

Interest-free travel loans

Qualifications

• Experience in IT and/or customer support is preferred.
• Experience supporting business applications is advantageous.
• Strong analytical and problem-solving skills are essential.

Responsibilities

• Support Hampshire County Council's Social Care System, Mosaic.
• Resolve user requests in accordance with service levels.
• Coordinate and collaborate effectively with teams.

Skills

Analytical thinking

Problem-solving skills

Effective communication

Customer satisfaction focus

Team collaboration

Job description

Job Reference: HCC623000

Salary Range: £27,780 - £30,564 per annum

Contract Type: Temporary until 31 March 2027

Closing Date: 4 January 2026

An exciting opportunity has arisen for a Helpdesk Technician to join the Application Support team at Hampshire County Council.

Hampshire County Council is a modern business, delivering a vast range of services that make a real difference to the lives of residents, as well as education and social care, these include transport, planning, waste recycling, libraries and trading standards.

This role will be based at our Winchester offices, however as part of Hampshire County Council’s Open Workplace Policy, the successful candidate can undertake their work between home and the office (a hybrid approach) depending upon operational requirements. We support an effective work life balance and are open to discussing flexible work requests.

The Role:

The focus of the role is Mosaic support for Hampshire County Council for Children’s Services. We work on supporting users to carry out a range of Mosaic functionality as well as compliance and testing of changes alongside the business-as-usual support of these critical systems.

Joining the Application Support Team, your role will be supporting the Children’s Services Social Care System, Mosaic. You will provide first line support for the system, such as data issues and technical support issues. The successful candidate will be positive and enthusiastic with a flexible attitude and excellent interpersonal skills. You will be working in a dynamic environment supporting a business-critical application.

You will have a background of working in IT and/or customer support, supporting business applications, any knowledge of Local Authority business processes is an advantage.

You will be a self-starter, willing to take the initiative, with good analytical skills, strong communication skills and the ability to establish working relationships at all levels.

You will have effective problem-solving skills to manage and resolve complex support incidents.

What you’ll do:

• Support and administration for Hampshire County Council’s Social Care System, Mosaic
• Resolution of user requests to the agreed service level
• Prioritise and organise reactive work alongside regular work requirements
• Coordinate with other teams with a focus on collaboration, consistency, and good communication
• IT testing
• Write and review procedures, project and technical documentation, including challenging existing ways of working

What we’re looking for:

• Computer literate with experience of using a variety of software and/or proven aptitude within an IT function
• Strong analytical thinking and problem-solving skills
• Experience of promoting data accuracy
• Strong focus on providing and improving customer satisfaction
• Effective communication skills at all levels, including oral, written, presentation and briefing others
• Ability to manage and prioritise your workload
• Strong team focus, working collaboratively with colleagues through mentoring and training
• Comprehensive induction programme with all necessary training
• Commitment to personal development

Our benefits package includes details of the holiday entitlement, pension scheme, flexi-time scheme, family friendly policies and interest free travel loans and discounts. We offer a flexible, motivating and inclusive workplace. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace built on teamwork where people can grow and develop in their roles.

If you think you have what it takes to make a real difference in Hampshire, get in touch!

Hampshire County Council is recognised nationally as one of the highest performing local authorities in the UK. A modern, forward-looking local authority, it offers a pleasant, supportive, and collaborative working environment.

Hampshire County Council is also a flexible employer interested in making the most of your skills and offers a great work life balance.

This post is subject to a Criminal Records Check.

Contact Details for an Informal Discussion:

Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.