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- Tasks: Assist users with tech issues and manage service requests at our IT Service Desk.
- Company: Join Norfolk County Council, a leading local authority serving over 850,000 residents.
- Benefits: Enjoy flexible working, competitive salary, generous holidays, and employee discounts.
- Why this job: Make a real impact in a supportive team focused on customer service and continuous improvement.
- Qualifications: GCSE level education and experience in a busy digital environment preferred.
- Other info: Hybrid working options available; great opportunity for personal and professional growth.
The predicted salary is between 21500 - 24000 £ per year.
Join Our Team: Service Desk Assistant Needed! Are you passionate about IT and customer service? Do you thrive in a dynamic, fast-paced environment? We are seeking a dedicated Service Desk Assistant to join our Digital Services team at County Hall. In this role, you will be the friendly face of our IT Service Desk, the go-to person for our users' tech-related needs. Whether you're resolving incidents, handling service requests or providing timely information, your excellent communication skills will shine as you assist our valued customers.
What You'll Do
- Provide efficient and effective IT incident recording and routing to second line services
- Be the first point of contact for our c.10,000 customers, ranging from staff, NCC Members to Chief Officers and partner organisation users
- Support customers face-to-face at our 'Tech Deck,' where you'll distribute equipment and manage appointments with our technical specialists
- Record and route incidents via telephone, face to face at County Hall or our Service Management system (Assyst)
- Work closely with the Service Management Lead to ensure operational effectiveness
What We're Looking For
- A commitment to resolve incidents at the first line where possible
- Excellent data entry skills to record incidents accurately and efficiently
- The ability to route incidents to the correct support channel for timely resolution
- Adherence to IMT SLAs and Operational Level Agreements for optimal customer service
- A proactive approach to contribute to the continuous improvement of Service Desk operations
Qualifications
- Educated to GCSE level or equivalent
- ITIL Foundation Certificate (desirable)
- Demonstrable experience in a Service Desk Assistant role within a busy Digital environment
- Proficiency in MS Office suite and Service Management systems
Skills
- Exceptional communication skills, both written and oral
- Ability to work under pressure and maintain politeness throughout customer interactions
- Strong analytical skills to assess incidents and route them correctly
- Independent work ethic and a great team collaborator
Why Join Us?
Be part of a culture that values Customer Service, Analysis & Judgement, and Team Working. Contribute to a team that is passionate about Improving for Excellence and Achieving Results. Enjoy a role that offers high levels of customer contact and the opportunity to make a real difference.
Benefits
- Competitive salary
- Generous holiday entitlement
- Health and Wellbeing services including fast-track physiotherapy and a free counselling service
- Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.
- Financial benefits such as: 'Norfolk Rewards' our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.
- A Blue Light card for Fire Service and Social Care Workers
- Relocation expenses (where applicable)
- An advance of your expenses if you travel for work
- Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants' pensions
- Tax efficient ways of getting extra pension and new bikes
- Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
- A payment if you refer someone you know to a hard to fill job
We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.
Before you apply, we recommend reading the full Job description and person specification to help you demonstrate how you meet the criteria.
Contact Detail:
Norfolk County Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Assistant
✨Tip Number 1
Familiarise yourself with the ITIL framework, as having an understanding of IT service management principles will give you a significant edge. Even if you don't have the ITIL Foundation Certificate yet, demonstrating knowledge of its concepts during your interactions can show your commitment to the role.
✨Tip Number 2
Practice your communication skills by engaging in mock customer service scenarios. This will help you articulate your thoughts clearly and maintain politeness under pressure, which is crucial for a Service Desk Assistant dealing with various users.
✨Tip Number 3
Get comfortable with common service management systems like Assyst. If you can demonstrate familiarity with such tools, it will not only boost your confidence but also show potential employers that you're ready to hit the ground running.
✨Tip Number 4
Network with current or former Service Desk Assistants to gain insights into their daily tasks and challenges. This can provide you with valuable information to discuss during interviews and help you tailor your approach to align with the team's needs.
We think you need these skills to ace Service Desk Assistant
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Service Desk Assistant position. Understand the key responsibilities and required skills, such as excellent communication and data entry skills, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in a Service Desk role or similar environments. Mention specific examples where you successfully resolved incidents or provided exceptional customer service.
Showcase Your Skills: Clearly demonstrate your proficiency in IT and customer service skills. Include any relevant qualifications, such as an ITIL Foundation Certificate, and mention your familiarity with MS Office and Service Management systems.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your enthusiasm for the role and the organisation. Address how your skills and experiences align with the company's values and the specific requirements of the Service Desk Assistant position.
How to prepare for a job interview at Norfolk County Council
✨Showcase Your Customer Service Skills
As a Service Desk Assistant, you'll be the first point of contact for many users. Be prepared to discuss your previous experiences in customer service, highlighting how you resolved issues and maintained a positive attitude under pressure.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL (Information Technology Infrastructure Library) principles can give you an edge. Brush up on the basics and be ready to explain how they apply to incident management and service delivery.
✨Demonstrate Your Communication Skills
Exceptional communication is key in this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. You might even want to prepare examples of how you've effectively communicated with customers in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you had to handle difficult situations or resolve technical issues, and be ready to explain your thought process and the outcomes.
