This role sits within the IT Digital Services team, supporting the delivery of frontline digital and ICT support services across the Authority. The team provides responsive, customer-focused technical support to ensure colleagues can access the tools and systems they need to deliver services effectively. The post holder will play a key role in maintaining high-quality customer service, resolving technical issues quickly, and ensuring minimal disruption to council services through effective end-user support.
What the Team Does
The Digital Customer Services function delivers first-line support to users across the borough, handling incidents, service requests, and account management activities. This work ensures that staff can operate efficiently, with reliable access to systems, ultimately supporting the delivery of critical services to residents.
Responsibilities
- Deliver effective end-user support by responding to incidents and service requests, diagnosing and resolving technical issues, and ensuring users are supported with clear, timely communication.
- Contribute to service improvement by maintaining accurate documentation, supporting problem and change processes, and ensuring systems, devices, and user accounts are effectively managed.
- Support wider service delivery by collaborating with colleagues, escalating complex issues where required, and contributing to training, knowledge sharing, and continuous improvement across the team.
Qualifications
- Strong customer service skills and the ability to communicate clearly and calmly in a fast-paced environment.
- Technical problem‑solving ability and a proactive approach to troubleshooting.
- Collaborative and teamwork mindset, with a willingness to share knowledge and support colleagues.
- Desire to develop technical knowledge and service management skills within the role.
Benefits
- Flexible working arrangements are welcomed and will be given full consideration.
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