Service Desk Technician

Birmingham City Council; Birmingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local government authority in Birmingham is seeking a Service Desk Technician to provide outstanding technical support and customer service. The successful candidate will play a crucial role in assisting both customers and junior colleagues, ensuring effective incident management and adherence to service desk standards. This is an opportunity to contribute to making a positive impact on the lives of citizens while working in a supportive environment.

Benefits

Generous annual leave

Great pension scheme

Well-being support

Annual travel passes

Qualifications

• Proven experience in delivering high-quality customer service.
• Ability to diagnose and resolve technical issues effectively.
• Experience in supporting junior team members.

Responsibilities

• Provide first point of contact support for service desk operations.
• Log and manage user incidents and requests within SLAs.
• Maintain knowledge of support and security policies.

Skills

Customer service excellence

Technical support

Team support and development

Job description

Overview

Can you deliver excellent customer service and technical support? We are looking for someone to be the first point of contact for our service desk operation. You will play a crucial role in providing support via telephone and email. You will also support more junior team members, helping them develop their technical and customer service skills.

Responsibilities

• Represent excellence in service desk support delivery, performance, and technical ability.
• Consistently deliver the highest level of customer service, productivity, and technical proficiency.
• Support more junior team members, helping them develop their technical and customer service skills.
• Answer common queries, diagnose, and resolve a wide variety of 1st line common and in-depth technical issues, including desktop support, supported systems, products, and services.
• Assign more complex issues to other technical teams and partners. Work with team leaders or management for escalations and speedy resolutions when required.
• Provide the highest level of customer service experience, meeting the needs of users, officers, and members while adhering to the highest service desk KPIs and quality control standards.
• Log all inquiries and provide first-time fixes to common service issues.
• Log, manage, update, and resolve user incidents and requests within agreed SLAs, ensuring appropriate categorisation and priority level.
• Exceed standard quality control and productivity targets.
• Document incidents and requests accurately, recording all relevant information, and ensuring all 1st line diagnostic steps are followed.
• Maintain high-level knowledge of support and security policies and actively promote and uphold these, supporting service desk agents in this area when required.
• Provide support and guidance to fellow service desk technicians within all aspects of service desk operations. Assist the service desk engineers and service desk manager with additional duties as required.
• Actively develop yourself by seeking opportunities for feedback and learning experiences.

Application and Selection

You must upload a CV and Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your CV and Supporting Statement, your application will not be considered.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

Organisational Context and Benefits

Working for Birmingham City Council is more than just a job; it\'s about making life better for the 1 million plus people who live and work in the city. The Council is a fantastic place to work, challenging and supportive, with leadership adventurous in its pursuit of excellence. There is a clear vision of ensuring that the Council is working for communities today and building for tomorrow, focusing on five key priorities:

• A Prosperous Birmingham: inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting children and young people to thrive.
• A Safe Birmingham: making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: improving street cleanliness, air quality, pursuing net zero, and becoming a city of nature.

We see the Council\'s role as providing strategic leadership and equipping others to share our vision. We aim to provide services for all, support those least able to support themselves by working with partners, and put citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, with development opportunities such as apprenticeships.

Benefits

In return, we offer excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.