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IT Service Desk Supervisor

4 months ago

Portsmouth, Portsmouth, United Kingdom Portsmouth City Council Full time

Salary: Band 9, £21,790 to £23,914 per annum pro rata for 22 hours (£36,647 to £40,220 FTE)

Hours: Part time (22 hours per week, Monday, Tuesday and Friday, fully office-based at first, options for some homeworking later can be discussed at interview)

Contract: Permanent

Closing date: Sunday 4 August 2024, 23:59

Why come to live and work in Portsmouth?

Portsmouth is a great waterfront city and a vibrant place to live and work. It is an island city with an inner city feel, a seaside location packed with attractions and events, and the advantage of fantastic countryside on its doorstep. With fast road and rail links to London, Brighton and major airports, and ferry links to Europe, it is the perfect place to live and work. Portsmouth has a strong history of partnership working and has successfully integrated several local services.

The Service:

The city helpdesk provides first point of contact customer services for multiple council services across channels, including face-to-face, telephone and via digital correspondence (including email, text, and social media, and managing online forms). The internally-facing IT Service Desk incorporates first and second line IT support for 3,500 staff via support analysts, and second line support via the support technicians.

Your New Role:

You will take responsibility for the operational management of the IT Service Desk support analyst function, based within the city helpdesk, providing 1st and 2nd line IT support for council staff. You will be responsible for ensuring the effective management of IT incidents, problems and requests, with a clear focus on resolution at the first point of contact, managing and developing a team of IT support analysts, and effectively deploying staff resources to meet customer demand.

Please read the job profile for the full details of this role.

What you'll need to succeed:

You will have exceptional customer service skills, specifically in an IT context, including excellent written and verbal communications skills within the customer support context. You can manage and lead staff, and deliver continuous service improvement. You are familiar with IT service delivery models (specifically ITIL). You have skills in problem management, stakeholder engagement and management, data and insight, reporting and analysis, and report writing. You can provide fit-for-purpose customer solutions to time, quality and budget, and use resources creatively to deliver outcomes.

Please read the job profile for the full details of this role.

You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.

What you'll get in return:

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

  • Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.
  • A fantastic pension which allows you the opportunity to pay in more for that greater return.
  • Access to a wide range of training and development opportunities including apprenticeships.
  • Extensive wellbeing support through the Employee Assistance Programme
  • Discount on travel, travel loans and the bike loan scheme
  • Discounts on a wide range of goods and services - access a range of discounts and offers from thousands of restaurants, shops and more.

Staff rewards:

Additional Information:

The full job profile is attached here .

Contact Details for an Informal Discussion:

Christine Thomas, Corporate Customer Service Manager, ,

A commitment to our values:

We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed. These values set out how we can contribute to the success of the council and our own success as individuals. Learn more about our values and behaviours .

Application process:

We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.

Remember to demonstrate in your cover letter/statement why you are suitable against each of the points described in the 'Who is the Person' points on the Job Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Please upload a detailed cover letter/statement as well as your CV.

Please ensure you provide your full education history from secondary school, include name/address of establishment, details of relevant qualifications & awarding body. Please explain any gaps.

You may wish to attach an additional letter or document to supplement your application.

We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.

We look forward to speaking with you soon.

Should you require any support in completing the application form please contact .