User Support Officer

1 month ago

Dorchester, United Kingdom Dorset Councils Full time

Organisation
- Dorset Council
- Location
- Dorchester, United Kingdom
- Reference
- 61039799
- Occupational group
- ICT
- Salary details
- £24,496 - £28,371
- Job term
- Full Time
- Appointment type
- Permanent
- Contact
- Nathan Briggs
- Contact telephone
- 01305 221116
- Closing Date
- 12 March 2023 11:30 PM

**User Support Officer - Level 3**:
**37 hours per week**:
**Salary £24,496 - £28,371**:
County Hall, Dorchester

**What’s in it for you**:
**What you can expect to be doing**:
Key responsibilities:

- Work under close supervision performing routine activities in a structured
- Install and remove hardware and/or software using supplied instructions and tools.
- Conduct tests and correct malfunctions. Carry out specified and routine maintenance procedures and initiate escalation processes when exceptions occur.
- Enter and monitor service requests via the service management system ensuring that they are being dealt with appropriately and be proactive in identifying and actioning any issues likely to result in an agreed service level being breached.
- Assist in the investigation and resolution of issues relating to software and/or
hardware and respond to common requests for support by providing information to enable problem resolution.
- Document work and maintain records using required standards, methods and tools.
- Contribute to the development of quality assurance standards and methods, ensuring continuous service improvement across the function and service.
Contribute to identifying own development opportunities and areas for improvement, including developing an understanding of the business environment and customer requirements relevant to the post.
- Provide assistance to users in a professional manner following agreed procedures for further help or escalation.

NB: The duties and responsibilities of this post are not restrictive and the post holder may be required on occasion to undertake other duties. This will not substantially change the nature of the post.

**About you**:
Key Skills:

- Effective communication skills including the ability to analyse, prepare and
present complex arguments both verbally and in writing.
- Analytical and systematic approach to problem solving.
- Ability to work as part of a team as well as using own initiative.
- Ability to plan, schedule, prioritise and monitor own work, working proactively
and without supervision in pre-defined areas and taking personal responsibility for work output and quality.
- Ability to translate technical requirements and specifications into easily
understood business concepts and vice-versa.
for personal learning and development.
- Excellent customer service skills.
- Flexibility and the willingness to innovate, proactively seeking opportunities to
improve service delivery.

Full UK driving license would be an advantage.

**Dorset Council: A great place to work**:
We are passionate about making Dorset a great place to live, work and visit. Working for us should be no exception.

At Dorset Council we:

- provide more than 450 services to over 300,000 residents
- have ambitious aspirations
- are excited about our future
- care about Dorset and all the people who live here
- know that all roles make a difference and that our employees are key to our success

You will:

- have access to a range of employee benefits
- be part of an organisation that supports each other to grow and succeed
- have access to range of training opportunities which will help with your personal development and career progression

We are proud to be a Disability Confident Employer. We offer an interview to everyone who declares a disability and meets the essential criteria for the role.

We also look for applicants who share our commitment to our behaviours. We will ask you to evidence when you have demonstrated them as part of the selection process.

This role is UK based and we will need to establish your Right to Work as part of the appointment process.

We use generic job descriptions and person specifications. This means the job title on any attachments may differ from the job title in the advert. We may provide specific information in a context statement if relevant.

Find out more about how to apply.

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