Digital Support Specialist

3 weeks ago

Sheffield, Sheffield, United Kingdom South Yorkshire Mayoral Combined Authority Full time
Job Title: Digital Support Specialist

We are seeking a highly skilled and customer-focused Digital Support Specialist to join our Digital and Technology Services (DTS) team at South Yorkshire Mayoral Combined Authority.

About the Role

As a Digital Support Specialist, you will be responsible for providing high-quality, customer-focused support to our users, handling technical incidents and service requests efficiently, while contributing to the continuous improvement of digital processes and services.

Key Responsibilities
  • Provide technical support to users, resolving incidents and service requests in a timely and efficient manner.
  • Contribute to the development and maintenance of our IT Service Management (ITSM) application, using low-code platforms to streamline operations and enhance service delivery.
  • Handle internal first line technical incidents and service requests, providing a diagnosis of issues and communicating updates while deploying appropriate fixes, workarounds, or escalations in line with agreed SLA's.
  • Contribute to the upskilling of SYMCA's user community by developing and providing onboarding and digital skill enhancement sessions, guidance, and self-help resources.
  • Proactively identify, create, and maintain knowledge articles for internal colleagues and the Digital and Technology Services department.
  • Contribute to projects and initiatives that add value to the SYMCA user community experience and participate in the continuous service improvement process.
Requirements
  • Previous experience within a Service Desk/Support role with exceptional attention to detail and communication skills.
  • Act as the voice of the customer with relation to internal escalations and value the importance of providing an exceptional customer experience.
  • Capable of working independently and under pressure with a solid understanding of hardware, software, and networking concepts.
  • Knowledge of ITIL Framework (version 4 ideally) and a good understanding of GDPR guidelines, Computer Misuse Act, and appropriate health and safety legislation.
What We Offer
  • A competitive salary and benefits package.
  • The opportunity to work in a dynamic and supportive team environment.
  • Professional development and training opportunities.
  • A chance to make a real difference in the lives of our users and the community we serve.

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to diversity and inclusion and aim to create a workplace that is welcoming and inclusive for all.

Please note that SYMCA follows a structured salary grading system for all roles, and the offered salary for each post will be at the starting point within the specified grade. We value the skills and experience of potential candidates, and there will be opportunities for salary enhancements as you grow within South Yorkshire Mayoral Combined Authority.

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