Service desk Agent

Job description

Job Introduction

Service Desk Agent - 6-month Fixed Term Contract (FTC)

Royal Greenwich is proud to be a borough synonymous with delivering high-quality modern services. A World Heritage Site with vibrant and diverse communities, we are committed to improving residents' lives through excellence, innovation and collaboration.

As a key customer-facing role within Digital Services, our Service Desk is driven by a commitment to excellent customer service. You are often the first experience colleagues have of Digital Services and play a key role in delivering a positive support experience.

By supporting staff in their use of technology, you'll help ensure Council services remain available to the residents and communities who rely on them. You'll support a modern Microsoft-focused technology estate including Microsoft 365, Windows devices, mobile technology and business applications, helping staff across the Council remain productive and connected.

As the first point of contact for technology support, you will assist colleagues with a wide range of technical issues, from everyday queries through to more complex incidents and service requests. You will take a positive and proactive approach to helping customers, resolving issues wherever possible and escalating where appropriate.

Working as part of a team committed to delivering excellent customer service, your collaborative approach, problem-solving mindset and willingness to learn will contribute to the success of Digital Services and the wider Council.

We're looking for someone who enjoys helping others, takes ownership of issues, communicates clearly and remains calm under pressure. Whether you have previous Service Desk experience or a strong customer service background with a passion for technology, we'd love to hear from you.

What We Offer

In return, we offer a supportive working environment and a range of benefits, including:

Health & Wellbeing

• Employee Assistance Programme, including access to counselling services
• Eyecare vouchers
• Reduced-rate gym membership

Travel & Lifestyle

• Season Ticket Loan
• Cycle to Work Scheme
• GreenwichCard discounts at local businesses

Learning & Development

• Learning and development opportunities to help you reach your potential
• Apprenticeship opportunities at all levels
• Ongoing career development support

Additional Benefits

• Generous annual leave entitlement
• Excellent Local Government Pension Scheme
• Flexible working arrangements
• Staff networks
• Long Service Awards

Hybrid Working

This role operates on a hybrid basis, combining office-based and home working. Currently, employees are expected to spend a minimum of 40% of their working time in the office, although arrangements may vary depending on service requirements.

Please note this position is offered as a 6-month Fixed-Term Contract (FTC).

Benefits of Working for Us

With offices based in the heart of Woolwich, Royal Greenwich is a great place to live and work. Benefiting from excellent transport links including the Elizabeth Line, DLR, National Rail services, buses and river services, Royal Greenwich is one of London's most accessible boroughs.

Our Values

The Royal Greenwich Values are:

• Improving residents' lives and opportunities
• Demonstrating respect and fairness
• Taking ownership
• Doing things better
• Working together across the Council

Interested?

If you are interested in this opportunity, we would love to hear from you.

To apply, please follow the "Apply for this job" link or visit the Royal Borough of Greenwich website and complete an online application. As part of the selection process, you will be asked to demonstrate how you meet the key requirements for the role.

Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We actively encourage applications from all sections of the community and are committed to creating an inclusive working environment for everyone.

For an informal discussion please contactAndy Peters at [email protected]

Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.

Advert Close: All vacancies close at midnight unless otherwise stated.

Early Advert Close: Royal Borough of Greenwich reserves the right to close any job advert earlier than the advertised closing date where there is reason to do so (for example high volume of applications).

How Applications are Scored: Each application is scored according to how well the supporting statements addresses each point on the Person Specification for the role.Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert.When completing your application, please use the supporting statements section to tell us how you meet each of the points on the Person Specification . We need to have this information in order to consider your application.

Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.

Our Staff Values: Our Staff Values are important to us. Candidates will be continuously assessed against our staff values throughout the recruitment process. Where candidates demonstrate views and behaviours that do not meet the standards of our staff values, we reserve the right to reject their application/ registration.

Attached documents

• Job description and Person specification