IT Service Desk Officer

Overview

Buckinghamshire Council are seeking an IT Service Desk Officer to join their busy IT team. Are you passionate about offering great customer service, with experience in IT troubleshooting?

We want to hear from you!

About us

Buckinghamshire Council is at the heart of the community delivering essential services seven days a week, all year round to over half million plus residents, businesses and visitors. Touching the lives of everyone, the Council provides over 100 services from childcare to countryside parks, schools to social care and from roads to the registry office. From over 500 different locations, more than 10,000 employees work hard to meet the challenge of delivering outstanding service across a portfolio of services.

Buckinghamshire Council has entered one of the most exciting periods of change in its history recently.  We’re constantly looking to become a more agile, commercial and digitally focussed organisation. The aim? Benefit our residents and shape our county for the future. With substantial investment in place, we now need people who are determined to make this transformation happen. In return, we offer some of the best benefits around. Everything from a good work-life balance and flexible working to discounted public transport and sports centre membership.

About the role

You will provide exceptional customer service that aims to continuously exceed customer expectations by logging, owning, and resolving IT incidents and IT service requests for all Buckinghamshire Council staff.

Working as part of a team, operating in a dynamic, fast-paced, changing and challenging environment, you can expect:

1. To proactively deliver our IT Incident resolution & Request fulfilment functions by undertaking:

• Administration of telephone, email, & self-service portal enquiries from internal customers
• Incident recording on the ITSM platform Incident classification and initial support
• Incident investigation, triage, and analysis
• Incident ownership, monitoring, tracking and communication
• Incident closure and escalation
• Request logging and categorisation
• Request fulfilment support
• Request monitoring and escalation Request closure and evaluation

2. To always ensure the highest level of customer care, keeping customers fully aware of current IT services and maintaining a close liaison with colleagues with a view to enhancing IT service delivery.

3. To participate in all IT performance and service management activity by:

• Contributing to the achievement of key performance indicators (KPIs) for the monitoring of services
• Promotion of the services offered by IT

Location - Fixed

As a ‘fixed’ worker, you’ll spend most of your time in the same location, which will likely be a fixed office or location where your role is performed. Typically, you’ll be based in the same location as the rest of your team, because you provide a particular service from that fixed location or need access to information there.

About you

You should be able to demonstrate IT troubleshooting knowledge, coupled with experience of working in a customer-facing team.

In addition, good communication skills (written & verbal), problem-solving ability, a flexible approach to working hours, and a thorough understanding of ITIL will be essential.

Of benefit would be awareness of the strategic direction of the Council in terms of IT, and experience of working within a corporate environment.

Other information

For further information on this role please see the attached job summary.

Interviews will be held on the 8th of September.

The starting salary for this role is Grade 2 (£26,144 per annum).

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent cautions and/or unspent convictions

For further information on how long it takes for cautions and convictions cautions to become spent, please refer to our guide on the Rehabilitation of Offenders Act 1974 (updated 2023) | Nacro

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

About the Business Unit

Resources cover a wide range of specialisms, including Human Resources, Finance, ICT and Business Operations. Our main focus is supporting the other directorates to provide the best possible service to our residents. To do that, we have to make sure we have the right people in the right roles across the organisation. From our finance teams, working strategically to ensure the best value from public money; to HR keeping our employees healthy and happy, each service is vital in making sure Buckinghamshire Council has what it needs to run effectively and efficiently.

As well as providing high quality services to other areas of the Council, you could also be helping us build on the revenue which comes from our external clients. If you are ambitious, customer-focussed and bursting with new ideas, we want to hear from you.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/