At a Glance
- Tasks: Support and resolve IT incidents while providing top-notch customer service.
- Company: Join Thurrock Council, a supportive and inclusive workplace.
- Benefits: Enjoy flexible working, generous leave, and ongoing training opportunities.
- Other info: Embrace a dynamic role with opportunities for professional growth.
- Why this job: Make a real difference in the community through technology and support.
- Qualifications: Experience in customer service and ICT support is essential.
The predicted salary is between 24300 - 29700 £ per year.
About the Department
The Corporate Services directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation. The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs. It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community.
About the Role
As a Digital Field Support Officer you will be responsible for:
- Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
- Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.
- Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed.
- Supporting the Service Desk and their responsibilities when required.
- Proactively keeping users informed throughout all stages of all processes.
- Receiving, reviewing and updating documentation to assist with the resolution of incidents and the fulfilment of requests.
- Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.
- Consulting with appropriate IT service colleagues to support real time trend analysis on received incidents to identify wider problems or serious incidents and notify them of such occurrences.
- Supporting the liaison with 3rd party suppliers to ensure that issues are dealt with within agreed SLA's.
- Providing on-site support and guidance to users of devices and systems as required.
- Participating in team meetings, training, and other team activities.
- Working with other team members, and business managers across the department to improve support to the business.
The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.
What We're Looking For
- Ability to install and configure standard desktop applications.
- Strong customer service skills in a busy environment.
- Ability to accurately capture and record incident information.
- Effective written and verbal communication with customers and IT colleagues.
- Flexible approach to work.
- Ability to proactively manage issues and meet deadlines.
- Knowledge of Microsoft Office (2010 onwards).
- Understanding of Microsoft operating systems.
Experience (Essential)
- Experience working in a customer service environment.
- Experience providing ICT support.
Other Requirements (Essential)
- Demonstrates organisational values and behaviours.
- Ability to support and guide non-technical users.
- Understanding of health and safety in an office environment.
- Willingness to work flexibly (including remote/home working).
- Must hold a valid UK driving licence and be able to drive.
Equality & Compliance (Essential)
- Understanding of equality and diversity principles.
- Commitment to complying with council policies.
Essential Qualifications:
ITIL Foundation
COMPTIA A+ Certification
Benefits of Working with Us
At Thurrock Council, we value our employees and offer a comprehensive benefits package, including:
- Generous annual leave entitlement.
- Flexible and hybrid working opportunities (where applicable).
- Ongoing training and professional development.
- Employee assistance programme and wellbeing support.
- Staff discounts and local offers.
- A supportive and inclusive working environment.
Closing Date (Redeployment Only): 18th August 2026
Closing Date (Internal & External): 30th August 2026
Interview Date: 5th September 2026
Additional Information
If you have any questions about the role or interview process, please contact: Andy Best - Head of Infrastructure and Customer Experience | 01375 652048
Digital Support Field Officer employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Support Field Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Support Field Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
