Digital Field Support Officer

Thurrock Council; United States; Hybrid; USD 33,000 - 45,000; Full time

Benefits offered by this job

Generous annual leave entitlement

Local Government Pension Scheme

Flexible and hybrid working

Ongoing training and development

Employee assistance programme

Job summary

Thurrock Council is seeking an IT Support Technician to assist the Customer Experience Team in delivering reliable, secure digital services. You will install desktop applications, resolve incidents, and provide friendly, professional user support across varying locations, including remote work when required.

The role requires ITIL Foundation and COMPTIA A+ certification, plus experience in ICT support. A flexible, hybrid work pattern and ongoing training are offered to help you grow within the

Qualifications

• ITIL Foundation required.
• COMPTIA A+ Certification required.
• Experience ICT support in a busy environment preferred.

Responsibilities

• Resolve incidents and requests per SLA and procedures.
• Install and configure standard desktop applications.
• Provide on-site and remote ICT support as needed.
• Maintain accurate incident and asset records.
• Liaise with third-party suppliers to resolve issues.

Skills

Desktop support

Customer service

Incident management

Documentation

Communication

Time management

Education

ITIL Foundation

COMPTIA A+ Certification

Tools

Service desk tools

Microsoft Office

Job description

The Corporate Services directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation. The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs. It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community.

About the Role

• Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
• Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.
• Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed.
• Supporting the Service Desk and their responsibilities when required.
• Proactively keeping users informed throughout all stages of all processes.
• Receiving, reviewing and updating documentation to assist with the resolution of incidents and the fulfilment of requests.
• Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.
• Consulting with appropriate IT service colleagues to support real time trend analysis on received incidents to identify wider problems or serious incidents and notify them of such occurrences.
• Supporting the liaison with 3rd party suppliers to ensure that issues are dealt with within agreed SLA's
• Providing on-site support and guidance to users of devices and systems as required.
• Participating in team meetings, training, and other team activities.
• Working with other team members, and business managers across the department to improve support to the business.
• The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.

This role offers the chance to make a real difference by helping front line services to deliver the deliver to the residents of Thurrock

We're looking for someone who has:

Skills & Abilities (Essential)

• Ability to install and configure standard desktop applications
• Strong customer service skills in a busy environment
• Ability to accurately capture and record incident information
• Effective written and verbal communication with customers and IT colleagues
• Flexible approach to work
• Ability to proactively manage issues and meet deadlines

Knowledge (Essential)

• Knowledge of Microsoft Office (2010 onwards)
• Experience using service desk tools
• Understanding of Microsoft operating systems

Experience (Essential)

• Experience working in a customer service environment
• Experience providing ICT supportStrong customer service ethos

Other Requirements (Essential)

• Demonstrates organisational values and behaviours
• Ability to support and guide non-technical users
• Understanding of health and safety in an office environment
• Willingness to work flexibly (including remote/home working)
• Must hold a valid UK driving licence and be able to drive

Equality & Compliance (Essential)

• Understanding of equality and diversity principles
• Commitment to complying with council policies

Essential Qualifications:

• ITIL Foundation
• COMPTIA A+ Certification

At Thurrock Council, we value our employees and offer a comprehensive benefits package, including:

• Generous annual leave entitlement
• Local Government Pension Scheme
• Flexible and hybrid working opportunities (where applicable)
• Ongoing training and professional development
• Employee assistance programme and wellbeing support
• Staff discounts and local offers
• A supportive and inclusive working environment