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Service Desk Technician

Employer
Birmingham City Council
Location
BIRMINGHAM
Closing date
12 Oct 2024
Reference
2491
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Job Details

Service Desk Technician

Permanent

Grade 3 - £25,119 - £31,364 Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

 

Can you deliver excellent customer service and technical support? We are looking for someone to be the first point of contact for our service desk operation. You will play a crucial role in providing support via telephone, MSTeams and email. You will also support more junior team members, helping them develop their technical and customer service skills.

Duties and Responsibilities to include:

  • Represent excellence in service desk support delivery, performance, and technical ability.
  • Consistently deliver the highest level of customer service, productivity, and technical proficiency.
  • Support more junior team members, helping them develop their technical and customer service skills.
  • Answer common queries, diagnose, and resolve a wide variety of 1st line common and in-depth technical issues, including desktop support, supported systems, products, and services.
  • Assign more complex issues to other technical teams and partners. Work with team leaders or management for escalations and speedy resolutions when required.
  • Provide the highest level of customer service experience, meeting the needs of users, officers, and members while adhering to the highest service desk KPIs and quality control standards.
  • Log all inquiries and provide first-time fixes to common service issues.
  • Log, manage, update, and resolve user incidents and requests within agreed SLAs, ensuring appropriate categorisation and priority level. 
  • Exceed standard quality control and productivity targets. 
  • Document incidents and requests accurately, recording all relevant information, and ensuring all 1st line diagnostic steps are followed.
  • Maintain high-level knowledge of support and security policies and actively promote and uphold these, supporting service desk agents in this area when required.
  • Provide support and guidance to fellow service desk technicians within all aspects of service desk operations. Assist the service desk engineers and service desk manager with additional duties as required.
  • Actively develop yourself by seeking opportunities for feedback and learning experiences.

 

You must upload a Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your Supporting Statement, your application will not be considered.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

Closing date 11th October 2024 at 23.59pm

Interviews for this post will take place virtually via video conferencing. Shortlisted candidates will be provided with further information

For any informal enquires please contact: Sailesh Patel - email Sailesh.Patel@birmingham.gov.uk

Ref: BCC2491

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).

Job Description and Person Specification

Company

Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city.

We welcome people from diverse and underrepresented communities and encourage applications from, those with caring responsibilities, Black, Asian and Minority Ethnic, neurodivergent, disabled and LGBT+ people. As part of our commitment to equality, diversity and inclusion, we are committed to promoting and supporting the physical and mental health of all our staff and removing barriers to improve inclusion.   We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.

Information for applicants with a disability

We are a proud Disability Confident Employer.  We encourage applicants to disclose disabilities, so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Please contact: 0121 675 7070 option 3 (lines open between 8.45am to 5.15pm Monday to Friday).

If you require an application in an alternative format, such as Braille or you are unable to complete an application form via WMJOBS, please contact bccHR@birmingham.gov.uk. When you have completed your application form this can be returned to bccHR@birmingham.gov.uk or for Braille applications these can be posted to, Recruitment Team, 2nd Floor, 10 Woodcock Street, B7 4BG.

The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. 

There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:

  • A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
  • An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
  • A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
  • A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
  • A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.

We see the Council’s role as providing strategic leadership – that’s being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making.

We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision.  We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.

Birmingham City Council is a Foundation Living wage employer - known as the Birmingham Living Wage. The Birmingham Living Wage, is determined by the Living Wage Foundation on an annual basis by the Centre of Research in Society Polity at Loughborough University. The current rate can be found at: www.livingwage.org.uk.   

For the awards and support for our employees, please follow https://www.birmingham.gov.uk/homepage/169/job_vacancies  

Company info
Website
Telephone
0121 675 7070
Location
Birmingham City Council
Birmingham
West Midlands
B2 2XU
United Kingdom

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