Systems Officer

Colchester City Council; Colchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

Generous annual leave

Flexible working

Training and progression opportunities

Discounts (gym, travel, online retail)

Job summary

Colchester City Council is seeking a Systems Officer to join the Digital team. The role focuses on understanding user needs, diagnosing issues, and optimizing software solutions to support day-to-day operations for internal and external customers.

You will work with end-users and suppliers, manage change, meet deadlines, and contribute to a positive customer journey. A background in IT support and experience communicating across groups is valued; ITILv3 or newer qualification is beneficial.

Qualifications

• Experience communicating across groups and individuals and simplifying complex user needs.
• Ability to deliver end-to-end changes, meet deadlines, manage risk and solve problems.

Responsibilities

• Assist end-users by diagnosing, understanding and resolving support needs.
• Interpret requests into clear wording for users and suppliers to enable collaboration.

Skills

Communication

End-user support

Time management

Risk management

Problem solving

Education

ITILv3 certification

Job description

Working hours: 37 hours per week

Contract type: Permanent

Colchester City Council is committed to delivering high-quality and accessible services to residents, visitors and businesses. They are a local government authority providing a diverse range of public and commercial services across Colchester, the second largest district in Essex.

The Council are looking for a Systems Officer with the energy and enthusiasm to work with our end-service users and the Digital team, in understanding how we can make best use of and optimise software solutions that support our day-to-day work. You will have the chance to make a positive impact on how we shape both our internal and external customer experience and journey. As we want to develop you as an individual and your role within our organisation and this could be the starting point.

Duties of the role

As an essential member of the Digital team, you will be assisting end-users by diagnosing, understanding and resolving their support needs. Being able to interpret their requests into wording which simplifies understanding, for both our organisation and suppliers, enabling us to collaborate and deliver successful outcomes. Some of your goals will be time sensitive or governance driven, meaning attention to detail, planning, quality and review skills are a key part of keeping on top of this and minimising delay and error. We will support you in continuing to build on your confidence, time management, planning, resilience, all of which ensures we continue to keep our customers happy.

Qualifications and skills required

You will have trusted experience in communicating across both groups and individuals, being able to identify, simplify and communicate what can sometimes be complex user needs and optimise their understanding and work with them in delivering any agreed solutions. We would expect you to have experience within a software or solution support environment for example helpdesk tickets or end-user advice and support. Being able to deliver successful end-to-end change, consistently meet deadlines, communicating and then managing risk or impact, and applying a methodical approach to problem solving. An IT qualification such as ITILv3 or newer would also be beneficial. However, if you do not have an equivalent qualification, we would support you in working towards it.

What we offer

The Council encourages all employees to maximise their potential. You will be entitled to join an attractive pension scheme and will receive a generous annual leave entitlement, including two extra company holidays during the Christmas period.

Other benefits include:

• Flexible working
• Gym, travel and online retail discounts
• Excellent training, development and progression opportunities