Service Desk Officer - REQ06882 - 491569

North Lanarkshire Council Ltd; Motherwell; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

27 days annual leave

Flexible working

Learning and development via LearnNL

Job summary

North Lanarkshire Council in Motherwell is seeking a proactive Service Desk Officer to join our Service Desk. You will escalate and resolve incidents, support colleagues across the organisation, and ensure high standards of customer service while keeping essential services running.

You will work in a hybrid model from Civic Square with a shift pattern and occasional out-of-hours standby. Bring ICT qualifications and strong problem-solving skills to the role.

Qualifications

• SVQ3/HNC/SCQF Level 6/7 ICT qualification.
• Experience working within an ICT infrastructure support environment.
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
• Customer-first mindset with excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively both independently and as part of a team.
• Proactive approach to learning, knowledge sharing, and service improvement.

Responsibilities

• Take ownership of escalated incidents and service requests, seeing them through to successful resolution.
• Investigate and resolve complex technical issues, working closely with end users and technical teams.
• Deliver an excellent customer experience through clear communication, regular updates, and effective problem-solving.
• Manage your workload proactively, ensuring all tickets are accurately recorded and progressed in line with service standards.
• Monitor and track the lifecycle of incidents, ensuring customers remain informed and satisfied throughout.
• Contribute to the continuous improvement of Service Desk processes and support services.
• Work closely with colleagues to review, maintain, and enhance technical knowledge base articles, ensuring information remains accurate and valuable.

Skills

Troubleshooting

Customer service

Multi-tasking

Communication

Education

SVQ3/HNC/SCQF 6/7 ICT

Job description

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Are you a proactive IT professional who thrives on solving complex technical challenges and delivering outstanding customer service? Do you enjoy taking ownership of issues, driving resolutions, and making a real impact on users' day-to-day experience?

If so, we'd love to hear from you.

As a Service Desk Officer, you'll play a key role within our Service Desk, acting as an escalation point for more complex incidents and service requests. You'll be part of a collaborative, customer-focused team that keeps essential services running and supports colleagues across the organisation.

What You'll Be Doing

In this varied and rewarding role, you will:

• Take ownership of escalated incidents and service requests, seeing them through to successful resolution.
• Investigate and resolve complex technical issues, working closely with end users and technical teams.
• Deliver an excellent customer experience through clear communication, regular updates, and effective problem-solving.
• Manage your workload proactively, ensuring all tickets are accurately recorded and progressed in line with service standards.
• Monitor and track the lifecycle of incidents, ensuring customers remain informed and satisfied throughout.
• Contribute to the continuous improvement of Service Desk processes and support services.
• Work closely with colleagues to review, maintain, and enhance technical knowledge base articles, ensuring information remains accurate and valuable.

What We're Looking For

We're seeking someone who combines strong technical capability with a passion for customer service and continuous improvement.

You should have:

• An SVQ3, HNC, or equivalent SCQF Level 6/7 qualification in an ICT-related discipline.
• Experience working within an ICT infrastructure support environment.
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues.
• A customer-first mindset with excellent communication and interpersonal skills.
• The ability to manage multiple priorities and work effectively both independently and as part of a team.
• A proactive approach to learning, knowledge sharing, and service improvement.

What We Offer

• A modern hybrid working model, with a balance of office and home-based working.
• The opportunity to work with a diverse range of technologies and support critical services across the organisation.
• Ongoing professional development and learning opportunities.
• A collaborative and supportive team environment where your contributions are valued.
• The chance to make a meaningful difference through technology and excellent service delivery.

Working Pattern

This post is based at Civic Square, Motherwell. North Lanarkshire Council operates a hybrid working arrangement, with employees working five days in the office and five days from home within a two-week period. The role operates on a rotational shift pattern between 08:00 and 18:00, Monday to Friday.

There is also a requirement to participate in an out-of-hours standby rota approximately once every five to seven weeks. The standby service supports critical business systems and operates:

• 18:00 to 08:00 Monday to Friday
• 24 hours a day on Saturdays and Sundays

Additional payments are provided for standby participation.

Join Us

This is an excellent opportunity for an enthusiastic and motivated IT professional who wants to develop their career, work with modern technologies, and play a key role in delivering high-quality digital services. If you're passionate about technology, customer service, and making things better every day, we'd love to hear from you.

Working here at North Lanarkshire Council

If you're considering a career with us, you'll be keen to know what's in it for you. We have a great package of benefits available, from health and wellbeing to finances and family. This includes 27 days annual leave and 6 public holidays*, and a wide range of benefitsavailable to you,find out more at work well NL. We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

North Lanarkshire Council has reached its current allocation of Certificates of Sponsorship and, as a result, we are unable to provide visa sponsorship at this time.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description.

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description.

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People.