Technical Support Officer

Royal Borough of Windsor and Maidenhead; Maidenhead; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

An exciting opportunity awaits as a Technical Support Officer in a forward-thinking council. This full-time role offers a chance to provide high-quality IT support, ensuring the smooth operation of hardware and software for all users. You'll engage directly with customers, resolving their queries efficiently while contributing to IT projects. With hybrid working options and a supportive team environment, this role is perfect for those passionate about technology and customer service. Join a dedicated team that values innovation and inclusivity, and enjoy a range of benefits, including generous leave and a robust pension scheme.

Benefits

32 days annual leave

Local Government Pension scheme

Free employee parking

Employee Assistance Programme

Discounts with retailers

Qualifications

• Experience in IT support with hardware and software.
• Ability to assist with software releases and upgrades.

Responsibilities

• Act as the first point of contact for IT support queries.
• Resolve basic support requests and escalate complex issues.

Skills

Microsoft Office

Customer Service

PC Building

Data Entry

IT Support

Education

Full UK Driving License

Job description

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

This is a full-time, permanent role with hybrid working, and a salary of £28,193 - £32,104 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 opportunity for an enthusiastic Technical Support Officer 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.

You will 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.

Your Role Will Involve

Working with the Incident Specialists, you will act as the first point of contact for all IT system and hardware related customer queries whilst monitoring the IT helpdesk as a whole. You will resolve basic support requests, escalating more complex issues to senior members of the team as appropriate, whilst working within agreed support resolution timescales. You will also undertake office relocations, setting up IT equipment and working with customers to ensure they meet requirements.

In addition an important part of this role will be to ensure all devices are securely wiped/refreshed where required, ensure adequate stock levels are maintained and to process external warranty repairs when needed.

What We Are Looking For

We are looking for candidates who:

• Are able to assist with straightforward software releases, upgrades and implementations.
• Have a good understanding of Microsoft Office as well as a knowledge of reporting and producing statistics.
• Have experience of working with IT equipment for both Hardware and Software, including the ability to build a PC
• Have experience of dealing with customers and resolving their issues being able to communicate clearly, both verbally and in writing.
• Is able to assist on IT related projects under the direction of the TS Team Leader
• Undertake data entry and administration duties
• Have a Full UK driving License required
  
  

What We Offer

• 32 days annual leave
• 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: 14 May 2025

Interview date: 22 May 2025

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