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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 dynamic team dedicated to excellent customer service.
- Benefits: Enjoy flexible working, competitive salary, generous holidays, and employee discounts.
- Why this job: Make a real impact while working in a supportive, collaborative environment.
- Qualifications: GCSE level education and experience in a busy digital service role preferred.
- Other info: Hybrid working options available; great for those who value work-life balance.
The predicted salary is between 25584 - 27269 £ 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
- 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
- Tax efficient ways of getting extra pension and new bikes
- Access to our tax efficient car lease scheme for greener travel
- 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.
Before you apply, we recommend reading the full Job description and person specification to help you demonstrate how you meet the criteria.
Service Desk Assistant employer: CEMP
Contact Detail:
CEMP 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 solid foundation for the role. This knowledge can help you demonstrate your commitment to effective incident resolution during interviews.
✨Tip Number 2
Practice your communication skills by engaging in mock customer service scenarios. Being able to articulate your thoughts clearly and maintain a polite demeanour under pressure is crucial for this position, so honing these skills will set you apart.
✨Tip Number 3
Get comfortable with using service management systems like Assyst. If you have access to similar software, practice recording and routing incidents to improve your efficiency and accuracy, which are key aspects of the Service Desk Assistant role.
✨Tip Number 4
Network with current or former Service Desk Assistants to gain insights into the day-to-day responsibilities and challenges of the role. This can provide you with valuable information that you can use to tailor your approach during the application process.
We think you need these skills to ace Service Desk Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Service Desk Assistant position. Tailor your application to highlight how your skills and experiences align with what they are looking for.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in IT support or customer service roles. Mention specific examples where you successfully resolved incidents or provided excellent customer service.
Showcase Communication Skills: Since exceptional communication is key for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of how you've communicated with customers in past roles.
Tailor Your Application: Customise your CV and cover letter for this specific role. Use keywords from the job description, such as 'incident recording', 'data entry skills', and 'proactive approach', to demonstrate that you meet their criteria.
How to prepare for a job interview at CEMP
✨Showcase Your Customer Service Skills
As a Service Desk Assistant, you'll be the first point of contact for users. Prepare examples of how you've successfully handled customer queries or resolved issues in the past. Highlight your ability to remain calm and polite under pressure.
✨Familiarise Yourself with ITIL Principles
While an ITIL Foundation Certificate is desirable, understanding the basic principles of ITIL can set you apart. Brush up on incident management processes and how they apply to service desks, as this knowledge will demonstrate your commitment to effective service delivery.
✨Practice Data Entry Scenarios
Since accurate data entry is crucial for this role, practice recording incidents and routing them correctly. You might be asked to demonstrate your proficiency with service management systems, so being comfortable with data entry tasks will be beneficial.
✨Prepare for Team Collaboration Questions
This role requires strong teamwork skills. Be ready to discuss how you've worked effectively within a team in previous roles. Think of specific instances where your collaboration led to improved outcomes or enhanced service delivery.
