Service Desk Assistant

CEMP; East Devon; On-site; GBP 25,000 - 28,000; Full time

Job summary

Join a leading digital services team as a Service Desk Assistant, where you will handle IT incidents, support a large user base, and enhance operational effectiveness. This role emphasizes excellent communication skills, a proactive attitude, and contributes to continuous improvement in customer service.

Benefits

Generous holiday entitlement

Health and Wellbeing services

Flexible working opportunities

Norfolk Rewards employee discounts

Local Government Pension Scheme

Qualifications

• Educated to GCSE level or equivalent.
• Experience in a busy Digital environment.
• Proficiency in MS Office and service management systems.

Responsibilities

• Provide efficient IT incident recording and routing.
• First point of contact for about 10,000 customers.
• Support customers face-to-face at the Tech Deck.

Skills

Communication

Analytical Skills

Data Entry

Education

GCSE level or equivalent

ITIL Foundation Certificate

Tools

MS Office Suite

Service Management Systems

Job description

Service Desk Assistant | 8225 | Permanent Contract | 37 hours per week | £25,584 to £27,269 per annum (Scale E) | County Hall

Join Our Team: Service Desk Assistant Needed!

Are you passionate about IT and customer service? Do you thrive in a dynamic, fast-paced environment? Look no further! We are seeking a dedicated Service Desk Assistant to join our Digital Services team at County Hall. In this role, you'll be the friendly face of our IT Service Desk, the go-to person for our users' tech-related needs. Whether you're resolving incidents, handling service requests or providing timely information, your excellent communication skills will shine as you assist our valued customers.

What You'll Do

• Provide efficient and effective IT incident recording and routing to second line services
• Be the first point of contact for our c.10,000 customers, ranging from staff, NCC Members to Chief Officers and partner organisation users
• You'll support customers face-to-face at our 'Tech Deck,' where you'll distribute equipment and manage appointments with our technical specialists
• Record and route incidents via telephone, face to face at County Hall or our Service Management system (Assyst)
• Work closely with the Service Management Lead to ensure operational effectiveness
  
  

What We're Looking For

• A commitment to resolve incidents at the first line where possible
• Excellent data entry skills to record incidents accurately and efficiently
• The ability to route incidents to the correct support channel for timely resolution
• Adherence to IMT SLAs and Operational Level Agreements for optimal customer service
• A proactive approach to contribute to the continuous improvement of Service Desk operations
  
  

Qualifications

• Educated to GCSE level or equivalent
• ITIL Foundation Certificate (desirable)
• Demonstrable experience in a Service Desk Assistant role within a busy Digital environment
• Proficiency in MS Office suite and Service Management systems
  
  

Skills

• Exceptional communication skills, both written and oral
• Ability to work under pressure and maintain politeness throughout customer interactions
• Strong analytical skills to assess incidents and route them correctly
• Independent work ethic and a great team collaborator
  
  

Why Join Us?

• Be part of a culture that values Customer Service, Analysis & Judgement, and Team Working
• Contribute to a team that is passionate about Improving for Excellence and Achieving Results
• Enjoy a role that offers high levels of customer contact and the opportunity to make a real difference.
  
  

Apply Now! If you're ready to take on this exciting role and meet the challenges head-on, we want to hear from you. Apply today and start your journey with us in Service Delivery!

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary
• Generous holiday entitlement
• Health and Wellbeing services including fast-track physiotherapy and a free counselling service
• Flexible working opportunities including flexi-time, part time, remote and hybrid working dependent on your job role and business need.
• Financial benefits such as:
• Norfolk Rewards our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.
• A Blue Light card for Fire Service and Social Care Workers
• Relocation expenses (where applicable)
• An advance of your expenses if you travel for work
• Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants pensions
• Tax efficient ways of getting extra pension and new bikes
• Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
• A payment if you refer someone you know to a hard to fill job
  

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Before you apply, we recommend reading the fullJob description and person specificationto help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditions here.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

Redeployment closing date: 4 June 2025 23:59

All other applicants closing date: 18 June 2025 23:59