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ICT Customer Service Advisor

Employer
Malvern Hills and Wychavon District Councils
Location
Civic Centre, Queen Elizabeth Drive, Pershore, WR10 1PT
Salary
£22,777 - £24,496
Closing date
4 Jun 2023
Reference
HR0000000841

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Sector
Local Councils
Job Type
Information technology
Contract Type
Permanent
Working Pattern
Standard
Hours
Full-Time

Job Details

The Role:

IT Customer Service Advisor - £22,777 - £24,496 per annum

This is a perfect position for an outgoing and friendly individual who enjoys and excels at working on a busy service desk environment and prides themselves on great customer service.

As an IT Customer Service Advisor, you will be the first point of contact for the ICT service. You will need to be able to gather the relevant information to allow a customer’s request to be dealt with promptly and efficiently.  You will be trained to be able to resolve straightforward IT issues.  For issues that you are unable to resolve you will ensure that the request is passed to the appropriate IT team. You will also receive training to ensure that new members of staff, or those receiving new equipment, are provided with all the information they require to be able to use South Worcestershire IT systems.  In addition you will ensure that information on all IT assets is kept up to date.  This includes IT equipment, licenses, users, and software.

Key Duties:

  • Service Desk Call handling via the telephone and direct contact
  • Deal effectively and efficiently with straightforward first point of contact issues
  • Triage other requests and ensure they are passed to the relevant IT team.
  • Formulating and maintaining all ICT documentation in accordance with ITIL
  • Ensure that new staff and those receiving new equipment have all the information they need to use the IT systems effectively.
  • Maintain IT inventories
  • Ensuring the security and integrity of all IT applications and data
  • Other admin duties for the IT team as required.

This is a busy role which will require an excellent customer service focus, great organisation and strong communication skills alongside a flexible approach. We are looking for someone to quickly establish themselves in the role.

Key Requirements: 

You will have experience of working in a busy customer service environment and an interest in IT.  With a good analytical mind, you will be able to understand customer requirements and resolve issues efficiently.

The successful candidate will also have a general level of IT competence including use of the Microsoft Office suite of applications.

Skills & Experience:

You will need to have good oral and written communications skills and be able to work with people at all levels of an organisation. You will need a creative approach to problem solving, and the ability to multitask. You will need to exercise discretion, use initiative and make decisions whilst working at times without supervision. We are looking for someone who has the ability to maintain composure in a fast paced and pressured environment and who is able to plan and prioritise their own workload to meet required deadlines. 

 

About us: 

The ICT Shared Service Department provides ICT support and development to over 800 staff across South Worcestershire.   We provide ICT services to Malvern Hills District Council, Worcester City Council, Wychavon District Council, and their partners.

Do you have excellent customer service skills and looking to start a career in IT?  Are you looking for a permanent opportunity in the ever-changing world of IT?

We are looking for an individual has an interest in IT and is passionate about providing great customer service.  You will be joining the South Worcestershire ICT shared service team based at the Civic Centre in Pershore but with daily support across all our customer’s sites.

 Our staff are at the heart of what we do, and as a result we are always looking to recruit, develop and retain the very best talent we can find.  That's why, as well as a rewarding career, we offer a range of attractive benefits, such as:

* Agile Working (40% minimum office based)

* Excellent pension scheme

* Generous annual leave entitlement

* Options to purchase additional annual leave

* Regular job-specific training

* On site Creche with 20% employee discount for fees

* Discounted Gym and swim membership

* Free Employee Assistance scheme including access to counselling services

* Free annual flu vaccinations

* Health and Wellbeing support

* Cycle to Work scheme

* Employee Discounts with a range of companies including EE, and

* Kaarp discount scheme which provides a range of employee discounts for days out and holidays

For further information about this exciting opportunity, please contact John Manners, ICT Development Manager, Tel: 01386 565408

 Closing Date: Sunday 4 June 2023

 Interview Date: Monday 12 June 2023

Supporting documents
Job Description
Employee Benefits

Company

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From Monday 11th December 2023 an exciting change is happening for us as an organisation - we have implemeted a new system which will improve your candidate experience! To access your candidate portal for our new system, head to https://wychavonandmalvern.wm-jobs.co.uk/members/

 

If you have an application in progress with us on, or before, Monday 11th December 2023 – don’t worry, this will continue as it normally would and there will be no impact on your application or the process. More information on our new and improved system can be found on the WMJobs help pages

Working for us

Malvern Hills and Wychavon District Councils are rewarding places to work, with high levels of resident satisfaction and motivated staff who enjoy working for us. Located in south Worcestershire, both districts boast beautiful natural environments, a rich heritage and plenty to do and see. The districts are ranked the top two best rural places to live in the West Midlands and are amongst the top 30 in the country.

We pride ourselves on being progressive organisations spending time, energy and investment on what we know matters to our residents and communities – things like supporting our town centres and rural communities, creating jobs, keeping the streets clean, reducing our carbon footprint, helping people feel safe and preventing homelessness.
 

Working with you

Our staff are at the heart of what we do, and as a result we are always looking to recruit and develop the very best talent we can find.  That's why, as well as providing a satisfying job, we offer a range of attractive benefits, such as agile working for the majority of roles, generous holiday entitlements, a pension scheme, plenty of opportunities for personal development, and discounted gym membership.

We value skills and an ability to do a great job over identifying personal information and that’s why we anonymise all our recruitment until we reach interview stage. What you can offer us and how you will uphold our values and behaviours is really important to us and that’s what we look for during our recruitment process.

Our staff are our driving force, and it’s important our workforce reflects the communities we serve. More than 50% of our Senior Management Team is female, as is the majority of our Heads of Service.

We are a member of the Disability Confident Scheme and support the movement of change, to think differently about disability and apply this to how we recruit, retain and develop disabled people.

We value all our staff and are committed to eliminating unlawful discrimination, promoting equality of opportunity, and fostering good relations between people from a diverse range of backgrounds.

 

Want to know more?

The two councils have a shared Chief Executive and a joint senior management team.  Whilst they retain their own political structures and distinct identities, the joint management structure allows us to maximise the opportunity to deliver a wide range of good value services to our customers and communities, and operate and develop shared services, collaborative working  and partnership arrangements with each other,  with other councils and with key stakeholders

Whichever council you work for, you can be sure it will be an enjoyable place to work, you will feel valued and appreciated and have an opportunity to develop your career in line with your potential and expectations. Please click for more information on  or Malvern Hills District Council or Wychavon District Council

Diversity Jobs Group

Company info
Website
Telephone
01386 565515
Location
Wychavon District Council
Civic Centre
Queen Elizabeth Drive
Pershore
Worcestershire
WR10 1PT
United Kingdom

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