Service Desk Specialist: Complex IT Support & Customer Care

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

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.