Technical Support Administrator

Royal Borough of Windsor and Maidenhead; Maidenhead; On-site; GBP 23,000 - 26,000; Full time

Job summary

An exciting opportunity awaits as a Technical Support Administrator in a vibrant borough council. This full-time role offers a chance to engage with technology while providing essential support to users of IT systems. You'll be the first point of contact for customer queries, ensuring efficient resolution of issues and contributing to the smooth operation of IT services. With a focus on excellent customer service and a collaborative work environment, this position is perfect for those passionate about technology and eager to make a difference. Enjoy a generous benefits package including annual leave, pension scheme, and employee discounts.

Benefits

32 days annual leave plus bank holidays

Local Government Pension scheme

Free employee parking

Employee Assistance Programme

Discounts with retailers

Qualifications

• Passion for technology and understanding of its uses.
• Excellent knowledge of Microsoft Office.

Responsibilities

• Provide first line support for IT systems and applications.
• Resolve customer queries and escalate complex issues.
• Support software releases and IT projects.

Skills

Microsoft Office

Customer Service

Data Analysis

Education

5 GCSEs

Job description

We have an exciting opportunity for a Technical Support Administrator to join us!

This is a full-time role with a salary of £23,706 - £25,306 per annum.

About us:

The Royal Borough of Windsor and Maidenhead (RBWM) is set in the wider county of Berkshire, one of the most economically productive and innovative areas of the country. The borough council – a unitary authority - takes pride in its exceptional team of dedicated professionals who are passionate about providing quality services to the community. RBWM is a unique borough, with huge opportunity given its proximity to London and expanding business sectors, as well as being a major cultural and tourism area which includes international attractions such as Windsor Castle, Legoland and Ascot Racecourse.

Given our Royal connections, the eyes of the world are often on us and we continue to rise to the challenge.

This is an excellent entry level opportunity for an enthusiastic Technical Support Administrator to join our IT team.

The Role:

This office based role has primary responsibility for the assignment and resolution of IT operational support incidents and service requests which ensures support, maintenance, continuity and improvement of all the Council’s end user hardware and business applications.

To provide a responsive, high quality, efficient and polite support service, both from the desk and face-to-face, to all users of the Council’s IT systems and applications.

The post holder will have an understanding of the impact of managing the delivery of the work for the IT support teams.

The post holder will also need to have an understanding of the way customers use technology to access data e.g. tablets, mobile devices, laptop and desktop PC’s.

Your role will involve:

We are recruiting a self-motivated individual to join our Technical Support team. In this role you will:

• Support customers in the day to day access and use of IT systems over the phone, via email, Teams and face to face.
• Act as the first point of contact for all IT system related customer queries and resolve basic support requests. Escalating more complex issues to senior members of the team as appropriate. Working within agreed support resolution timescales.
• Demonstrate excellent customer service whilst maintaining services for all users.
• Provide incident/problem investigation and resolution (where possible) to deal with performance or other critical service issues as appropriate.
• Support straightforward software releases, upgrades and implementations in line with IT Services processes to ensure the successful deployment of IT services across the Council.
• Provide support along with the rest of the unit in managing and prioritising work required to deliver IT projects such as upgrades, developments and implementations of applications and processes across the Council.
• Provide first line support, to include hardware maintenance/support.
• Undertake data entry and administration duties on behalf of the wider team as required.
• Have an understanding of the importance of data security when dealing with sensitive information.

What we are looking for:

We want to hear from you if you:

• Demonstrate a passion for technology and understanding of its uses and different devices, including an understanding of the way customers use technology to access data e.g. tablets, mobile devices, laptop and desktop PC’s
• Have excellent knowledge and understanding of Microsoft Office
• Have a basic knowledge of reporting and producing statistics
• Have a track record of success and achievement in a customer facing role
• Be able to communicate clearly, convincingly and sensitively, orally and in writing
• Enjoy analysing data and problems to provide a robust solution
• Have at least 5 GCSE’s
• Ideally hold a full, valid UK driving licence

What we offer:

• 32 days annual leave plus bank holidays and option to purchase more.
• Generous Local Government Pension scheme includes life cover (3 times of annual salary); and an Additional Voluntary Contribution (AVC) scheme to enhance your pension provision.
• Free employee parking close to the offices.
• Give As You Earn scheme.
• Instant Reward Scheme to recognise and reward innovative achievement.
• Employee Assistance Programme providing counselling, advice and information.
• Access to discounts and deals with hundreds of retailers, including discounted gym memberships and travel deals.

RBWM values a collaborative and inclusive work environment, fostering creativity and innovation in all aspects of its operations. As an equal opportunities’ employer, we encourage applications from all as we believe diverse talent makes us stronger.

If you have a disability, are a current or former member of the armed forces or have been part of any formal care system up to the age of 25, you will be guaranteed an interview, should you meet the minimum requirements for the role.

Closing date: 18 May 2025

Interview date: 28 May 2025

If you wish to discuss this position informally, please contact Justin Ward, Technical Support Team Leader – [e-mail]