User Support Officer - Level 3

Dorset Council; Dorchester; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Training & certifications

Flexible working

Career progression

Job summary

Dorset Council ICT is seeking a Level 2 or 3 ICT User Support Officer to provide expert technical support across systems, applications, devices and services. You will handle complex incidents, support colleagues, and contribute to projects to improve technology and user experience.

The role offers training and development opportunities, a supportive team, and flexible working arrangements where appropriate, with a clear path to grow into a senior support position.

Qualifications

• Passionate about technology and helping others.
• Strong problem-solvers with a logical and methodical approach.
• Committed to delivering excellent customer service.
• Eager to learn, develop and expand technical expertise.
• Able to communicate technical information clearly in person, over the phone and in writing.

Responsibilities

• Provide technical support and troubleshooting for ICT services
• Investigate and resolving incidents and service requests
• Support Microsoft 365, Windows 11, Android and multiple line of business applications
• Work with suppliers and technical teams to resolve issues and improve services
• Contribute to ICT projects, upgrades, and service improvements
• Create and maintain technical documentation and knowledge articles
• Identify opportunities to improve efficiency, performance, and user satisfaction

Skills

Technical support

Incident management

Customer service

Problem solving

Technical communication

Tools

Microsoft 365

Windows 11

Android

Job description

About the role

Expand your skills. Make a real impact.

Are you an ICT professional looking for your next challenge? Perhaps you're already providing advanced technical support, or maybe you're early in your career and looking for an opportunity to learn and develop on the job. If you're passionate about technology, customer service, and continuous learning, we'd love to hear from you.

We're looking for Level 2 or 3 ICT User Support Officers to join our dynamic ICT User Support team. This is an exciting opportunity to work with modern technologies, develop specialist skills, and help deliver outstanding ICT services across the organisation.

About the Role

As a Level 2 or 3 ICT User Support Officer, you'll provide expert technical support for a wide range of systems, applications, devices, and services. You'll work on complex incidents, support colleagues across the organisation and contribute to projects that improve our technology and user experience.

We're committed to developing our people and recognise that not every candidate will tick every box from day one. If you have a good technical foundation, a willingness to learn, and the drive to grow into a senior support role, we encourage you to apply.We want people with the right attitude, aptitude, and enthusiasm. We will offer both informal and formal training for the right candidate who is looking to learn and develop.

You will:

• Provide technical support and troubleshooting for ICT services
• Investigate and resolving incidents and service requests
• Support Microsoft 365, Windows 11, Android and multiple line of business applications
• Work with suppliers and technical teams to resolve issues and improve services
• Contribute to ICT projects, upgrades, and service improvements
• Create and maintain technical documentation and knowledge articles
• Identify opportunities to improve efficiency, performance, and user satisfaction

Further Information

We're interested in people who are:

• Passionate about technology and helping others
• Strong problem-solvers with a logical and methodical approach
• Committed to delivering excellent customer service
• Eager to learn, develop and expand their technical expertise
• Able to communicate technical information clearly and effectively both in-person, over the phone and in written form

Why join Dorset Council ICT

We offer….

• A supportive environment where learning and development are encouraged
• Opportunities for training, mentoring, and professional certifications
• Exposure to a wide range of technologies and projects

We also offer….

• Clear pathways for career progression and personal growth
• Flexible working arrangements where appropriate

Further Information

You must have a full and clean driving licence

About Us

At Dorset Council, it's not just about the work we do, it's about how we do it. Hear directly from our employees about what makes Dorset Council special in this short video:

At Dorset Council, we are working together to create a fairer, more prosperous, and more sustainable Dorset for everyone, now and in the future.

We:

• provide essential services that support over 300,000 residents
• work in partnership to make a real difference
• value every role and the impact it has on our communities
• support our employees to grow, develop, and thrive

You will:

• be part of a team that works together for a better Dorset
• have access to a range of benefits and support
• receive training and development opportunities to help your career progress

We are committed to building a diverse and inclusive organisation where different skills, perspectives, and backgrounds strengthen both our council and the communities we serve.

We welcome applications from everyone and are proud to be a Disability Confident Employer. If you declare a disability and meet the essential criteria for the role, we will offer you an interview. We also want our recruitment process to be accessible, if you need any reasonable adjustments, just let us know on your application.

This role is UK-based, and we will need to confirm your Right to Work as part of the appointment process. We use generic job descriptions and person specifications, so the job title in any attachments may differ from the advert. If needed, we will provide additional details in a context statement.

If you're passionate about making a difference, we'd love you to join us.