At a Glance
- Tasks: Provide top-notch customer service and technical support via phone, MS Teams, and email.
- Company: Join Birmingham City Council, a leader in digital transformation and inclusive culture.
- Benefits: Competitive salary, mentoring, professional development, and flexible working options.
- Other info: Opportunities for growth in a dynamic, supportive environment.
- Why this job: Be part of a team modernising services and making a real impact in the community.
- Qualifications: Eager to learn, problem-solver, and strong communication skills.
The predicted salary is between 28598 - 34434 £ per year.
Overview
We are looking for someone to be the first point of contact for our service desk operation. You will play a crucial role in providing support via telephone, MS Teams and email. You will also support more junior team members, helping them develop their technical and customer service skills.
Duties and Responsibilities include:
- Represent excellence in service desk support delivery, performance, and technical ability.
- Consistently deliver the highest level of customer service, productivity, and technical proficiency.
- Support more junior team members, helping them develop their technical and customer service skills.
- Answer common queries, diagnose, and resolve a wide variety of 1st line common and in-depth technical issues, including supported systems, products, and services.
- Assign more complex issues to other technical teams and partners.
- Work with team leaders or management for escalations and speedy resolutions when required.
- Provide the highest level of customer service experience, meeting the needs of users, officers, and members while adhering to the highest service desk KPIs and quality control standards.
- Log all inquiries and provide first-time fixes to common service issues.
- Log, manage, update, and resolve user incidents and requests within agreed SLAs, ensuring appropriate categorisation and priority level.
- Exceed standard quality control and productivity targets.
- Document incidents and requests accurately, recording all relevant information, and ensuring all 1st line diagnostic steps are followed.
- Maintain high-level knowledge of support and security policies and actively promote and uphold these, supporting service desk agents in this area when required.
- Provide support and guidance to fellow service desk technicians within all aspects of service desk operations.
- Assist the service desk engineers and service desk manager with additional duties as required.
- Actively develop yourself by seeking opportunities for feedback and learning experiences.
About You
We're looking for someone who is:
- Eager to learn and grow in a fast-paced digital environment.
- A problem-solver with good communication and collaboration skills.
- Enthusiastic about working in an open, agile, and inclusive team culture.
Why Join Us?
You'll be joining a team at the forefront of our digital transformation journey - one that's committed to modernising services, improving performance, and delivering real impact. We offer mentoring, professional development, and the opportunity to work with cutting‑edge technologies in an environment that values creativity, collaboration, and continuous learning.
For any informal enquiries please contact: . Quoting reference 4276 Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached.
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
We are dedicated to supporting internal mobility and the development of our people. As such, applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered. We welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment.
Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Service Desk Technician employer: Job Search Place Limited
Birmingham City Council is an exceptional employer, offering a supportive and inclusive work environment that prioritises employee growth and development. As a Service Desk Technician, you will be at the forefront of our digital transformation, with access to mentoring and opportunities to work with cutting-edge technologies while contributing to meaningful public service. Our commitment to flexibility and support for all employees ensures a rewarding career path in a dynamic team culture.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Technician
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Service Desk Technician
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
