Service Desk Assistant

Norfolk County Council; Norwich; On-site; GBP 25,000 - 28,000; Full time

Job summary

Join Norfolk County Council as a Service Desk Assistant, where you'll be part of a dynamic IT team dedicated to providing excellent customer service. This full-time role, based at County Hall, involves handling various IT incidents and supporting a wide range of users. You will be the first point of contact for all tech-related queries, helping to ensure a smooth operation within a busy digital environment.

Benefits

Generous holiday entitlement

Health and Wellbeing services including fast-track physiotherapy

Flexible working opportunities including hybrid and remote options

Local Government Pension Scheme

Qualifications

• Experience as a Service Desk Assistant in a busy digital environment.
• Proficient in data entry and managing service requests.

Responsibilities

• Provide efficient IT incident recording and responses.
• Be the main contact for approximately 10,000 users.
• Support customers at the 'Tech Deck' and coordinate with specialists.

Skills

Exceptional communication skills

Analytical skills

Independent work ethic

Team collaboration

Education

Educated to GCSE level or equivalent

ITIL Foundation Certificate

Tools

MS Office

Service Management systems

Job description

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 full Job description and person specification to 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

About Us

We have miles of beautiful coastline and our unique Broads, thriving market towns and a city with a proud cultural heritage. Our economy is growing and driven by innovation in a number of sectors, including energy and food. We also have ambitious plans for new housing and a building programme for schools across Norfolk. Our county a great place to live, work and visit, and is an excellent environment for businesses to start, grow and innovate.

We are the main local authority for Norfolk providing services countywide to more than 850,000 Norfolk residents. We take the lead in critical policy areas, working with 84 elected Members responsible for the strategic local government services in the county.

We provide a high quality service through involving people who use our services to shape and comment on them and by promoting efficiency and innovation.

We work in partnership with local businesses, voluntary organisations and other local authorities such as District and Parish Councils to provide the people of Norfolk with excellent services.