Lead User Support Specialist

4 weeks ago

London, Greater London, United Kingdom UK Civil Service Full time

Position Overview

We are seeking a Lead User Support Specialist for a pioneering shared service dedicated to the drafting, amending, and management of legislation within the UK and its devolved administrations. This service has been utilized by a diverse group of over 1,000 users, including clerical staff and other parliamentary personnel, legal advisors, and government officials.


Role Responsibilities

As a Lead User Support Specialist, you will be responsible for addressing and managing a wide array of user inquiries. You will develop a comprehensive understanding of the service and its associated business processes, enabling you to provide effective solutions and insightful guidance to users. Collaboration with the broader support team and external service providers will be essential to ensure a consistent and high-quality user experience.


Key Contributions

Your role will involve:

  • Enhancing internal and user documentation to improve the quality of support services.
  • Participating in the continuous improvement of the service, ensuring it meets the evolving needs of users.
  • Engaging in various aspects of service support, development, and expansion.

Work Environment

This position is full-time, with flexibility for part-time arrangements considered based on departmental needs. A hybrid working model is available, requiring regular attendance at the office for a significant portion of your work schedule.


Application Process

For internal candidates, please apply through your employee portal. External candidates should follow the application link provided.


Essential Qualifications

  • Customer Service Expertise: Proven experience in delivering exceptional customer service, adept at managing complex inquiries with empathy and resolution.
  • Effective Communication: Strong written and verbal communication skills, capable of simplifying complex information for non-technical audiences.
  • Problem-Solving Skills: Proficient in investigating issues within systems and processes, contributing to effective solutions.
  • IT Proficiency: Comfortable with learning new IT systems and assisting others in their use.
  • Team Collaboration: Ability to work independently while prioritizing tasks and collaborating with team members to achieve objectives.
  • Continuous Improvement Mindset: Identifying opportunities for service enhancements and participating in their implementation.

Desirable Attributes

  • IT Service Management Knowledge: Familiarity with ITIL processes and their application in service support.
  • Technical Acumen: Experience with systems that manage complex documents, particularly in legislative contexts.

Benefits

In addition to a competitive salary, the organization offers a comprehensive benefits package, including pension contributions, access to recreational facilities, and opportunities for professional development.

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