Service Desk Technician

www.findapprenticeship.service.gov.uk - Jobboard; Nottingham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A public sector organization in Nottingham is looking for a Service Desk Analyst to provide IT support to customers. This role involves troubleshooting hardware and software issues, handling support requests, and ensuring effective communication. Candidates should possess strong customer service skills and experience with various Microsoft applications. The position offers a hybrid working model and is crucial for supporting the community's technical needs.

Benefits

Competitive pay

Generous pension scheme

Great leave entitlement

Innovative work culture

Qualifications

• Experience of basic technical knowledge to troubleshoot hardware and software issues.
• Understanding of corporate applications and their functionalities.
• Ability to provide administration for in-house systems.

Responsibilities

• Act as the first point of contact for customers seeking technical assistance.
• Process support requests in line with ITIL standards.
• Promote knowledge management and self-service support methods.

Skills

Customer service skills

Communication skills

Troubleshooting

Ability to prioritize work

Understanding of network security

Tools

Microsoft Active Directory

Office 365

Windows 10/11

Exchange

Intune

VoIP

Job description

Contract Type: 1 Year Fixed Term Contract

Working Hours: 37 hours per week

Worker Type: Hybrid Worker with a higher percentage of office work than home working

Salary: Starting Salary is £25,992 (Level one) rising to £26,835 (Level three)

Location: Loxley House, Station Street, Nottingham NG2 3NG

We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

* You can read more about the different benefits offered to colleagues working for Nottingham City Council here.

About the Role

To provide a first point of contact to customers, processing requests for support, coordinating resolution with appropriate functions in line with the ITIL standards and procedures adopted by NCC. To actively promote knowledge management, self-service and alternate delivery methods to proactively manage customer demand.

About You

The ideal candidate will have:

• Have excellent customer service and communication skills to handle general IT Enquiries, over the phone, face to face and via self-service support tickets
• Ability to troubleshoot basic networking, hardware, software, and application problems.
• Ability to produce clear written and verbal communications and to update systems and databases accurately.
• Provide administration for various in-house systems in creating/amending/deleting user accounts, password resets and various other tasks.
• Able to work individually or as part of a team using own initiative.

In addition to the above the ideal candidate must be able to work to a rota which covers the Service Desk working hours Monday - Friday 08:00 - 17:00

Essential Requirements

• Experience of basic technical knowledge to effectively understand the problem reported and carry out troubleshooting of hardware, software and remote working issues.
• Awareness of a wide range of Microsoft systems/products such as Active Directory, Office 365, Windows 10/11, Exchange, Intune, VoIP and an understanding of corporate applications
• Good customer service skills and serving as the first point of contact for customers seeking technical assistance in a friendly and polite manner.
• Ability to prioritise work and deliver results in a pressurised environment balancing conflicting demands to achieve acceptable outcomes.
• Understanding of network security, information security and data protection

This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, is an essential requirement for the role.

You can find the job description for this post here

At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the additional information for applicants page.

For informal enquiries please contact Fiona Wain, Incident and Senior Service Desk Analyst, by email to [e-mail].

Closing Date: 17th August 2025

Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.

Interviews will be held: TBC

If you have any technical issues when completing your application, please contact our Employee Service Centre: https://emss.org.uk/support

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