Service Support Technician

Hertsmere Borough Council; Borehamwood; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual leave 27-32 days

Local Government Pension Scheme

Flexi-leave

Gym membership

Cycle to work scheme

Beryl Bike rides

Wellbeing benefits

Employee Assistance Programme

Job summary

Hertsmere Borough Council in Borehamwood is seeking a Service Support Technician to join the Information & Digital Services team. You will be the first point of contact for IT support, helping staff and elected Members resolve technical issues and make the best use of technology.

The role covers hardware, software, mobile devices and business applications, with remote, telephone and face-to-face troubleshooting.

Qualifications

• Experience delivering IT support in a networked environment.
• Excellent customer service and communication skills.
• Knowledge of Microsoft Windows and Microsoft 365; proactive approach.

Responsibilities

• Provide first-line IT support for staff and elected Members, through remote, telephone and face-to-face channels.
• Troubleshoot and resolve incidents and service requests via the Service Desk.
• Assist with device deployment, user administration and IT asset management.
• Contribute to projects, service improvements and knowledge sharing.
• Take part in a Service Desk rota (8am–6pm) with occasional evenings or weekends.

Job description

We are looking for an enthusiastic and customer-focused Service Support Technician to join our Information & Digital Services team. This is a career grade opportunity for someone who would like to launch or grow their IT career while helping to keep essential council services connected. As a first point of contact for IT support, you will help staff and elected Members resolve technical issues and make the best use of technology. In this role, you will provide first-line support for hardware, software, mobile devices and business applications. You will troubleshoot issues remotely, by telephone and face to face; manage incidents and service requests through the Service Desk; and support Microsoft Windows, Microsoft 365 and line-of-business systems. You will also assist with device deployment, user administration and IT asset management, while contributing to projects, service improvements and knowledge sharing. The successful candidate will have experience of providing IT support in a networked environment, together with excellent customer service and communication skills. You will have strong troubleshooting and analytical abilities, knowledge of Microsoft Windows and Microsoft 365, and a proactive and flexible approach. You should be willing to learn and confident working both independently and as part of a team. The role takes part in a Service Desk rota, with start and finish times between 8am and 6pm. Occasional evening or weekend work may be required. As this is an office-based role, applicants should live within a reasonable commuting distance of the office, normally no more than 60 minutes under typical travel conditions. Professional training and certification support is available, with opportunities to progress through the Career Grade Scheme as your skills, qualifications and experience develop. The post is offered on a permanent, full-time basis (36 hours per week).

• 27-32 days' annual leave (depending on length of Local Government service), plus all bank holidays
• Local Government Pension Scheme
• Flexi-leave - accrue extra hours and exchange them for up to two days' leave per month
• Free gym membership
• Cycle schemes, including the Cycle to Work Scheme and free Beryl Bike rides for staff
• Free wellbeing benefits, such as lunchtime yoga, flu jabs and health MOTs
• Employee Assistance Programme