IT Service Desk Technician

Southampton, Hampshire
Competitive salary dependant on experience
09 Jul 2018
23 Jul 2018
Contract Type
Part Time

This role is to provide an effective and efficient central IT Service Desk service in terms of call logging, problem handling and call dispatch, providing advice and guidance for computer users on hardware and software matters, ensuring satisfactory resolution of all reported problems.

To act as the central point for customers from all areas of the Council, to report problems or seek advice either by phone or email.  To achieve high levels of problem resolution, as the first level support technician, prioritising and progressing problems through to call resolution or allocate to level 2 support as appropriate.


  • To receive all customer calls via the Telephone Call Management System or queries via e-email; recording problems on Service Manager/other Problem Management System and maintaining accurate records in respect of problem histories and updated information on the system as required.
  • To assess the scale and impact of each problem, escalating serious or urgent problems as appropriate; prioritise and progress chase problems through to final resolution.
  • To diagnose the cause and resolve the majority of customer problems as the first level fix technician; allocate unresolved problems or those which require visits, to the Desktop Support team, the external hardware maintenance company or to other ITS teams, as necessary.
  • Provide special call management support for customer support teams, e.g. Revenues, Finance and Health and Social Care: logging calls and routing problems to external suppliers to agreed service levels.
  • Assist in setting up and controlling accesses to various systems; including new starters and leavers: manage the process of advising forgotten/revealing passwords in special circumstances, ensuring strict adherence to security procedures.
  • Assist IT Solutions support staff in problem resolution, visiting customer sites if required.
  • Produce and maintain the Service Desk team’s supporting documentation; produce and maintain customer information, including the self-help intranet suite; update inventories and the Service Manager database as required.
  • Assist the Service Desk Team Leader in the production of performance statistics.
  • Promote and monitor adherence of good professional IT practices, corporate ITS standards and policies ensuring desktop standards are followed and that services and systems provided are used to their full potential.
  • Liaise with colleagues, contractors, customers, technicians and suppliers as needed to manage problems and escalate issues.
  • Keep abreast of both internal IT developments to ensure that the Service Desk is able to provide full support to customers and also of external IT developments and technologies in order to make recommendations to the Service Desk Team Leader for new initiatives, which could benefit customers.
  • As required cover/assist staff in other Service Delivery roles in other teams.  This may include cover for specific roles for leave or sickness, cover for team meetings or assistance with call workload if other ITS teams are temporarily over-stretched or under-resourced.  A flexible attitude and approach is expected and Management will decide upon team priorities and whether assistance can be provided should conflicting demands arise.
  • Carry out any other duties appropriate to the post at the direction of the Service Delivery Manager and/or Service Desk Team Leader.
  • A flexible attitude and approach is expected at all times.
  • Promote and monitor good, professional, IT practices and adherence to both Council and Capita standards and policies.

    About you:
  • Comprehensive knowledge and understanding of Computing
    • To provide ‘first level fix’ support advice and guidance to customers and members
      Essential now; demonstrable by technical testing
    • To effectively deal with queries on Computing in general: Microsoft Windows 7 and 8, Microsoft Office 2007/2013, Internet/Intranet, PC Hardware & Peripherals, Networks (Active Directory, LAN’s) Security/policy tools and processes
            Qualified to MCDST or equivalent standard
  • Service Desk experience and using a call logging system. 
    • Experience of VMWare Service Manager would be desirable
    • To be able to log, prioritise and allocate customers problems accurately, using functionality within the call logging system
           Previous experience required.  Training in specific support products to be given
  • Working experience in an IT support capacity within a large networked organisation
    • To be able to provide responsive support service at the appropriate level
           Previous experience required
  • Interpersonal skills, in particular possessing an excellent calm and patient manner.
    • To deal confidently and effectively with customers, colleagues, contractors and suppliers
    • Communicating technical issues/conveying information clearly at all levels; in an appropriate manner.
           An immediate ability
  • Knowledge and understanding of the principles of customer care, preferably in an IT environment
    • To build good relationships with customers
           An immediate ability
  • Analytical and creative approach to problem solving; problem solving skills
    • To manage and overcome technical resources, service issues and challenges
           An immediate ability
  • Ability to prioritise
    • To allocate work appropriately and ensuring high priority problems receive prompt attention
           Basic ability now, training will be given
  • An understanding of the service level needs of the various customer groups
    • To ensure that key service areas receive high levels of Service Desk support in order that service levels to citizens are maintained
           Basic ability now, training will be given
  • General administrative and written skills; ability to produce statistics
    • To create and maintain documentation, including customer self-help information on the intranet
           An immediate ability now, training will be given for statistics
  • Team working skills
    • To share skills and contribute to the team to achieve aims and objectives
           An immediate ability
    • Note 1: The post holder must have the ability to understand the needs of a Multi-Racial Society and be prepared to implement Capita and the Council’s Equal Opportunities Policy at a level appropriate to the job and must as all times carry out their responsibilities with due regard to this Policy.
  • Note 2:  The post holder must be responsible and act in a safe manner, having due regard for Health and Safety policies and regulations.

    Note 3:   Capita reserves the right to add, amend or otherwise alter the responsibilities and duties shown in this job description provided that those changes are commensurate with the status and grading of the post.

Please note, if you are a holder of a Tier 4 visa you will have certain conditions and working restrictions attached to your visa. Generally, students studying towards a degree level qualification (NQF6) or above are restricted to a maximum of 20 hours work per week during term time, which is reduced to 10 hours per week for students studying below degree level. Please check your visa for more details. It is a criminal offence to breach the conditions of your visa, and anyone found doing so by UK Visas and Immigration is likely to have their permission to stay in the UK cancelled.


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