Support Worker

Norwich City Council; North End; Hybrid; GBP 40,000 - 60,000; Part time

Job summary

A local government council in the United Kingdom seeks a part-time IT Support professional to provide customer-focused first-line technical assistance. Responsibilities include managing IT incidents, resolving issues across various systems, and maintaining high service levels. The ideal candidate will have proven experience in technical support, strong knowledge of Microsoft applications, and a commitment to high-quality customer service. The role involves hybrid working, demonstrating a flexible approach to support tasks.

Benefits

Local Government Pension Scheme

Paid holiday entitlement starting at 26 days

Occupational health support

Competitive pay package

Qualifications

• Proven experience in an IT Helpdesk or technical support role.
• Ability to diagnose and resolve technical issues effectively.
• Strong knowledge of Microsoft 365 applications.
• Practical experience with Active Directory and user administration.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver first-line technical support for IT systems.
• Manage incident lifecycle through service management tools.
• Provide user guidance and on-site support.
• Monitor systems proactively for performance concerns.
• Support IT projects and change initiatives.

Skills

IT Helpdesk Support

Technical Troubleshooting

Customer Service

Microsoft Windows

Office Applications

Active Directory

Networking Basics

Analytical Skills

Tools

IT Service Management Tools

Job description

Job Type: Part-time | Remote: Hybrid. The role provides a high‑quality, customer‑focused first point of contact for technical IT support across the council, delivering on‑site technical expertise and ensuring incidents and service requests are resolved quickly and effectively.

Responsibilities

• Deliver First-Line Technical Support – Provide professional, responsive, and customer‑focused first‑line IT support via the HelpDesk, resolving incidents and requests across hardware, software, and council business systems.
• Manage the Request and Incident Lifecycle – Log, prioritise, and track all incidents and service requests accurately through the IT service management system.
• Apply Technical Expertise and Privileged Access – Use technical skills and privileged tools (e.g. Active Directory, system consoles, remote management tools) to administer user accounts, configure devices and applications, and apply approved fixes.
• Provide User Guidance and On‑site Support – Deliver routine advice, demonstrations and hands‑on assistance to users across all council sites.
• Manage Assets and Licences – Maintain accurate records of hardware and software assets, ensuring compliance with licensing and replacement policies.
• Develop and Maintain Self‑Serve Resources – Create, review, and update online help materials, FAQs and knowledge‑base articles.
• Support Information Security and Compliance – Uphold the council's information security, data protection and UK GDPR standards.
• Administer Access and Permissions – Manage user access, group memberships and system permissions in accordance with IT governance procedures.
• Proactive Monitoring and Issue Management – Monitor systems and devices proactively to identify potential issues or performance concerns.
• Support IT Projects and Change Activity – Assist with testing, deployment, and user engagement for IT projects and change initiatives.
• Analyse Trends and Prevent Recurrence – Investigate recurring incidents, analyse root causes, and document lessons learned.
• Monitor Service Levels and Customer Satisfaction – Work to agreed service level targets, contributing to service performance reporting.
• Own and Escalate Problems Effectively – Take ownership of incidents through to resolution, escalating appropriately.
• Drive Continuous Improvement – Use operational insight and customer feedback to identify opportunities for improvement.
• Collaborate Across the ICT Service – Work closely with service and support engineers, project teams and other ICT colleagues.

Qualifications and Experience

• Proven experience working in an IT Helpdesk or technical support role, providing first‑line assistance to users across a range of systems and environments.
• Demonstrable experience diagnosing, troubleshooting, and resolving technical issues across hardware, operating systems and applications, with a focus on delivering a first‑time fix.
• Strong working knowledge of Microsoft Windows, Microsoft 365 (including Outlook, Teams and Office applications) and other common business software.
• Practical knowledge of Active Directory, Group Policy and user account administration.
• Solid understanding of computer hardware, operating systems, applications and basic networking.
• Experience using IT service management tools to log, track and manage incidents and service requests accurately.
• Proven ability to deliver professional, customer‑focused IT support both remotely (e.g. via Teams or phone) and in person, maintaining clear communication throughout the support process.
• High level of IT literacy and technical competence, with the ability to apply knowledge articles and troubleshooting processes effectively.
• Strong verbal and written communication skills, explaining technical concepts clearly and without jargon to users of varying technical ability.
• Excellent attention to detail and a proactive approach to identifying, prioritising and resolving issues.
• Good analytical skills, with the ability to interpret data, identify trends and apply creative problem‑solving approaches.
• Capable of managing a busy workload while delivering individual and service objectives to a high standard.
• Ability to plan, organise and prioritise workload independently while managing competing demands.
• Capable of making quick and effective decisions under pressure to maintain service continuity.
• Enthusiastic, adaptable and willing to embrace new challenges, technologies and ways of working.
• Effective team player, sharing knowledge, mentoring colleagues and collaborating in cross‑departmental activities.
• Ability to contribute to IT projects and support change initiatives, including system upgrades, deployments and process improvements.
• Strong listening skills and ability to respond to diverse user needs, tailoring communication to the audience.
• Skilled in building and maintaining positive working relationships with colleagues, users and third‑party suppliers.
• Committed to delivering high‑quality customer service and continuously seeking opportunities to improve user experience.
• Able to model professional behaviours that promote a culture of empowerment, initiative and transparency across the council.
• Proficient in using IT service management tools and knowledge bases, ensuring accurate recording of incidents and solutions.
• Occasional weekend and evening work may be required.
• Requirement to be office based.
• Full UK driving licence.

Benefits

• All employees are eligible to join the Local Government Pension Scheme (LGPS).
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum (pro‑rated for part‑time employees).
• Additional statutory day leave at Christmas.
• Support through occupational health and employee assistance programmes.
• Competitive pay and benefits package, including Living Wage accreditation.

Equal Opportunities Policy: The council is an equal opportunities employer and does not discriminate on the basis of age, disability, gender, gender identity, race, sexual orientation or religion.