IT Service Desk Operator

Job description

We are recruiting an IT Service Desk Operator at Caerphilly County Borough Council.

Working hours: 37
Contract Type: Permanent
Location: Working hours can be split between home and office depending on specific task requirements.
Team: Digital Services

This position offers an excellent opportunity to become part of our team and provide support across the organisation.

We pay an attractive salary of £28,608 - £30,023 and offer access to training and development opportunities.

We are looking for a customer-focused and technically minded individual to join our Digital Services team as an IT Service Desk Operator. As the first point of contact for IT support, you will play a key role in delivering an efficient, responsive and professional Service Desk service, providing advice and support to end-users across the Council. You will resolve a wide range of IT incidents and service requests, ensuring customers receive a high standard of service and are kept informed throughout the resolution process.

You will operate the Service Desk system, logging, diagnosing and resolving a variety of IT queries, incidents and requests. Where issues cannot be resolved at first point of contact, you will ensure they are accurately recorded and assigned to the appropriate Digital Services team for further investigation. You will monitor and manage Service Desk tickets through to resolution, maintaining regular communication with customers and ensuring service standards are met.

Working closely with colleagues across Digital Services, you will contribute to the ongoing development of Service Desk processes, maintain knowledge resources, and support the effective operation of systems including Active Directory. You will develop and maintain a broad understanding of the software and hardware used throughout the organisation, helping to deliver a reliable and customer-focused IT support service.

For the role, we ask that you have:

• 5 GCSEs Grade A*-C or equivalent Level 2 qualifications on the Credit and Qualifications Framework for Wales.
• Demonstrable knowledge of Microsoft Office applications.
• The ability to listen to customer requirements and diagnose and record issues accurately.
• The ability and flexibility to occasionally work evening and weekends.

We have excellent benefits including the Local Government Pension Scheme, agile working patterns and staff discount schemes.

To view the Job Description and Person Specification please select the relevant attachment from the attachments list.

After reading the Job Description and Person Specification, if you would like to have an informal discussion about the role, please contact Andrew Meredith on 01443 864927 or email [email protected]

Applications may be submitted in Welsh. Any application submitted in Welsh will not be treated less favourably than an application submitted in English.

We are legally required to ask you to provide evidence of your right to work in the UK. Successful applicants are required to provide appropriate documentation such as a birth certificate, passport or work permit in accordance with the Immigration, Asylum and Nationality Act 2006.

If you have any difficulty applying online, please contact [email protected] for further information.

Caerphilly County Borough Council does not receive applications submitted via the StudySmarter website. All applications must be submitted through our official Council website.