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- Tasks: Be the first point of contact for IT support, solving customer queries and promoting self-service.
- Company: Join Nottingham City Council, a leading employer dedicated to serving and improving the community.
- Benefits: Enjoy 26 days annual leave, hybrid working, health perks, and a generous pension scheme.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Excellent communication skills and basic IT knowledge are essential; customer service experience is a plus.
- Other info: We value diversity and encourage applications from all backgrounds, especially underrepresented communities.
The predicted salary is between 21994 - 22700 £ per year.
Join to apply for the Service Desk Technician role at Nottingham City Council
Join to apply for the Service Desk Technician role at Nottingham City Council
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Job Description
Contract Type: 1 Year Fixed Term Contract
Job Description
Contract Type: 1 Year Fixed Term Contract
Working Hours: 37 hours per week
Worker Type: Hybrid Worker with a higher percentage of office work than home working
Salary: Starting Salary is £25,992 (Level one) rising to £26,835 (Level three)
Location: Loxley House, Station Street, Nottingham NG2 3NG
We’ve got an exciting opportunity available for talented individuals to join our workforce – perhaps this is the opportunity you’ve been looking for? Read on to find out more…
Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.
In return, we are looking for people like you – people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.
* You can read more about the different benefits offered to colleagues working for Nottingham City Council here .
About The Role
To provide a first point of contact to customers, processing requests for support, coordinating resolution with appropriate functions in line with the ITIL standards and procedures adopted by NCC. To actively promote knowledge management, self-service and alternate delivery methods to proactively manage customer demand.
About You
The ideal candidate will have:
- Have excellent customer service and communication skills to handle general IT Enquiries, over the phone, face to face and via self-service support tickets
- Ability to troubleshoot basic networking, hardware, software, and application problems.
- Ability to produce clear written and verbal communications and to update systems and databases accurately.
- Provide administration for various in-house systems in creating/amending/deleting user accounts, password resets and various other tasks.
- Able to work individually or as part of a team using own initiative.
In addition to the above the ideal candidate must be able to work to a rota which covers the Service Desk working hours Monday – Friday 08:00 – 17:00
Essential Requirements
- Experience of basic technical knowledge to effectively understand the problem reported and carry out troubleshooting of hardware, software and remote working issues.
- Awareness of a wide range of Microsoft systems/products such as Active Directory, Office 365, Windows 10/11, Exchange, Intune, VoIP and an understanding of corporate applications
- Good customer service skills and serving as the first point of contact for customers seeking technical assistance in a friendly and polite manner.
- Ability to prioritise work and deliver results in a pressurised environment balancing conflicting demands to achieve acceptable outcomes.
- Understanding of network security, information security and data protection
This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, is an essential requirement for the role.
You can find the job description for this post here
At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the additional information for applicants page.
For informal enquiries please contact Fiona Wain, Incident and Senior Service Desk Analyst, by email to fiona.wain@nottinghamcity.gov.uk.
Closing Date: 17th August 2025
Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.
Interviews will be held: TBC
If you have any technical issues when completing your application, please contact our Employee Service Centre: https://emss.org.uk/support
By applying to this job, you agree to our Terms & Conditions.
About Us
Thank you for your interest in working for Nottingham City Council. As one of the largest employers in Nottingham we offer a wide range of roles across a range of services. In return for your skill, drive and commitment to serving the people of Nottingham, we can help you to develop an exciting and rewarding career, with access to the following benefits.
In addition to working within a great team and a competitive salary you will have access to:
- 26 days annual leave (rising to 33 days after 5 years’ service) + bank holidays with the ability to buy additional leave annually
- Access to a generous, defined benefit pension scheme offering 17.9%
- Smart Working – to support your work life balance
- Health and wellbeing benefits including access to our Employee Assistance Programme
- Discounted membership at selected local sports and fitness centres, cinema, shopping and much more!
Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.
We particularly want to hear from you if you are from Minority Ethnic communities, identify within the Lesbian, Gay, Bisexual, Transgender and Queer+ community (LGBTQ+) and if you are Disabled – these groups of people are underrepresented in our workforce, and we’d like to reflect our local population more through our recruitment processes.
We are supportive of flexible working arrangements wherever possible and we would encourage you to discuss this with us during the selection process, should this be something you are interested in.
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Service Desk Technician employer: Nottingham City Council
Contact Detail:
Nottingham City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Technician
✨Tip Number 1
Familiarise yourself with ITIL standards and procedures, as this role heavily relies on them. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to providing excellent service.
✨Tip Number 2
Brush up on your knowledge of Microsoft systems like Active Directory and Office 365. Being able to discuss these tools confidently during your conversation will show that you're prepared and knowledgeable about the technologies you'll be working with.
✨Tip Number 3
Practice your customer service skills by simulating common IT support scenarios. This will help you articulate your problem-solving approach and showcase your ability to handle customer inquiries effectively.
✨Tip Number 4
Research Nottingham City Council's values and recent initiatives. Being able to align your personal values with theirs during the discussion can make a strong impression and demonstrate your genuine interest in contributing to the community.
We think you need these skills to ace Service Desk Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Technician role. Emphasise your customer service abilities, technical knowledge, and any experience with Microsoft systems.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for helping others and your commitment to improving Nottingham. Mention specific examples of how you've successfully resolved IT issues or provided excellent customer service in the past.
Highlight Technical Skills: Clearly outline your technical skills related to troubleshooting hardware, software, and networking issues. Include any familiarity with ITIL standards, Active Directory, Office 365, and other relevant technologies mentioned in the job description.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Nottingham City Council
✨Showcase Your Customer Service Skills
As a Service Desk Technician, you'll be the first point of contact for customers. Make sure to highlight your excellent customer service and communication skills during the interview. Share specific examples of how you've handled IT enquiries in a friendly and effective manner.
✨Demonstrate Technical Knowledge
Familiarise yourself with the essential technical skills mentioned in the job description, such as troubleshooting hardware and software issues. Be prepared to discuss your experience with Microsoft systems like Active Directory and Office 365, as well as any relevant troubleshooting scenarios you've encountered.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities under pressure. Think about past experiences where you had to prioritise tasks or manage conflicting demands, and be ready to explain how you achieved acceptable outcomes.
✨Understand the Role of ITIL Standards
Since the role involves processing requests in line with ITIL standards, it’s beneficial to have a basic understanding of these frameworks. Brush up on ITIL principles and be ready to discuss how they can improve service delivery and customer satisfaction.
