Senior Service Desk Role
6 days ago
Job Introduction **What we need from you**: - Support the provision and delivery of the Customer Experience function - Day-to-day supervision of the Service Desk & staff. - Responsibility on a day-to-day basis for ensuring all customer incidents and requests are logged and assigned within the service management system. - Responsibility on behalf of the Customer Experience Team and in conjunction with other service leads for the timetabling of visits, holiday plans, service desk 1st and second line resourcing. - Broad ICT Knowledge & Experience - Educational MIS Experience - Able to build professional relationships and communicate well at all levels especially with customers - Provide a point of escalation for Service Desk Staff within Schools ICT Team - Ability to work in a Team - Knowledge of call management phone systems desirable - Google/Microsoft Certifications and experience in an ITIL environment are desirable, but not essential **What we can offer you** Schools ICT Services are partners with both Microsoft and Google meaning we have access to a large number of courses. We are a Traded Service within Brighton & Hove City Council, which comes with regular training offerings, the ability to work remotely on specific jobs and development opportunities. Click here for more information about Schools ICT Services. As you would be employed by the Council you will be entitled to various Employee Benefits, Click here for further information. Applicants must clearly demonstrate how they will meet the travel requirements of the post. Staff usually travel in their own vehicle and are reimbursed at the standard council "per mile" rate. Further details about the role can be found in the attached job description. Additional Information Your starting salary will be pro rata if the above position is less than 37 hours or term-time only. **Part office / part home - hybrid** - We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining. For more information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk) Company Information **Encouraging a diverse workforce** Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk). Package Description **Are you customer focused with knowledge and experience in IT?** Schools ICT Service are looking for a Senior Service Desk Operator (Job Title - Senior Customer Experience Officer). The role is primarily office based but may include a requirement to travel to offices across Sussex. This role will help run our busy Service Desk Our customers are all different types of Public Sector organisations and charities. The vast majority are within the Education sector. **Interview date**: Week commencing 25th July
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