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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, ITIL Foundation Certificate preferred, and experience in a busy digital environment.
- Other info: Hybrid working options available; must have good broadband connectivity.
The predicted salary is between 22000 - 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.
Service Desk Assistant employer: Norfolk County Council
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. Consider brushing up on your knowledge of incident management and service request processes to demonstrate your commitment to effective service delivery.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-play scenarios where you handle tech-related queries or incidents, as this will help you convey information clearly and maintain a polite demeanour under pressure.
✨Tip Number 3
Get comfortable with using Service Management systems like Assyst. If you can, explore similar platforms or even take online tutorials to understand how incident recording and routing works, which will show your proactive approach during the interview.
✨Tip Number 4
Network with current or former Service Desk Assistants to gain insights into their experiences. This can provide you with valuable tips on what to expect in the role and how to excel, making you a more informed candidate when you apply.
We think you need these skills to ace Service Desk Assistant
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Assistant. Highlight your passion for IT and customer service in your application to show that you are a great fit for the role.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your communication skills, data entry abilities, and any relevant experience in a busy digital environment.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the position. Mention specific examples of how you've resolved incidents or provided excellent customer service in the past.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, as well as ensuring that all information is accurate and complete.
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
Excellent 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 troubleshoot an issue or manage a difficult customer interaction, and be ready to walk the interviewer through your thought process and actions.
