Service Desk Operator

Government Recruitment Service; Borough of Runnymede; On-site; GBP 25,000 - 35,000; Full time

Job summary

A government agency in the UK is looking for an IT Service Desk Operator to serve as the first point of contact for IT support. Responsibilities include managing the IT Service Desk, resolving user issues, and maintaining documentation. The ideal candidate should have strong customer service skills and experience in IT support. This role offers the opportunity to contribute to significant operations within a regulatory framework, ensuring compliance with quality and security standards.

Qualifications

• Experience in customer service and IT support is essential.
• Ability to manage and monitor IT Service Desk operations.
• Familiarity with relevant quality and security standards.

Responsibilities

• Provide prompt first point of contact support to users.
• Monitor and escalate issues to appropriate IT Team members.
• Maintain documentation and IT asset registers.

Skills

Customer service

IT support

Issue resolution

Documentation

Job description

About the VMD

You may not have heard of the Veterinary Medicines Directorate (VMD), but have you ever:

• eaten meat, eggs, fish or honey
• drunk milk
• owned a pet or animal
• taken antibiotics

If you said yes to any of the above, you are directly affected by what the VMD does.

The VMD is the regulatory and policy lead responsible for issues concerning the authorisation, use, and manufacture of veterinary medicines in the UK.

Our aim is to protect public health, animal health, and the environment, and promote animal welfare by assuring the safety, quality and effectiveness of veterinary medicines.

Find out more at: About us - Veterinary Medicines Directorate - GOV.UK

About the Job

The IT Service Desk Operator serves as the first point of contact for IT support, delivering prompt and professional assistance to users via digital channels, phone, and in person. Key responsibilities include managing and monitoring the IT Service Desk system, categorising and escalating issues, and ensuring timely resolution.

The role involves handling IT queries, maintaining documentation, issuing equipment and accounts, updating the asset register, and supporting procurement processes. Additionally, the operator coordinates IT meetings, facilitates training for new starters, and provides ad-hoc support to the wider IT team.

You main duties will be to:

• Operate both the internal and external IT Service Desk system and provide prompt first point of contact support to users reporting issues, requesting information or other IT services.
• Provide customer service digitally, face‑to‑face and over the phone.
• Monitor issues on the IT Service Desk from outset to resolution, escalating priority, urgent or unresolved issues to the appropriate member of the IT Team.
• Identify and categorise IT issues and assign to the appropriate member of the IT Team.
• Communicate and advise users of the appropriate course of action dependent on their issue or request.
• Monitor the IT Help Desk mailbox and respond to general IT queries in a timely manner.
• Monitor the IT Help Desk for purchasing invoices, software expirations and other important incoming mail.
• Calendar scheduling of IT meetings and reminders, as well as in-house systems training for new starters.
• Contribute to collating IT support documentation including help guides and instructions.
• Issue and process IT account and equipment forms.
• Issue IT equipment for office and home use.
• Manage and update the Asset Register system.
• Use a document management system to coherently file and keep record of various IT forms and documentation.
• Ad‑hoc support for the rest of the IT Team.
• Complete a monthly Government Procurement Card using invoices pertaining to purchases made by the IT Team.
• Comply with ISO 9001 (quality management) and ISO 27001 (information security) standards, and GDPR and record management requirements.
• Act corporately – meeting, role‑modelling, embedding, and championing the corporate objectives set by the VMD.