JOB TITLE ICT Service Desk Technician
POST NUMBER 007596 000749
WEEKLY WORKING HOURS 37
SALARY RANGE £29,093 to £31,586 pa – pro rata for hours worked
TYPE OF CONTRACT Permanent
LOCATION Stevenage and Hertford
ABOUT THE ROLE
The key responsibility of the role is to provide customer service and technical IT support to users (both on-site office locations and on remote locations) of IT Services at both East Herts and Stevenage Borough Councils. To ensure resolution of as many support cases as possible at first point of contact and provide the interface between the IT Service and its customers.
The role requires you to deal with a variety of support cases which can vary from cases that range from 5 minutes on the telephone to more complex support cases which can span over 1-2 weeks. Complex cases can also involve working with various external suppliers and at times travelling to remote sites to both diagnose and rectify issues.
The successful candidate will be expected to work to a regular shift pattern to ensure support is available between 8am – 6pm Monday to Friday. They will also be expected to travel to and work from any of the sites supported by the service.
This role comes at a time where the Shared IT Service is undergoing significant change to enable Stevenage Borough and East Herts District Council achieve their Digital Transformation Programmes.
ABOUT YOU
We are looking for a customer oriented IT Service Desk Technician to act as the first point contact and provide technical assistance in use of the council’s IT services. You will be responsible for performing remote troubleshooting and determining appropriate solutions based on the information provided by customers.
You need to be able to accurately capture and handle all calls received by the IT Service Desk team, with the goal of resolving them in the fastest possible time on behalf of the customer.
The ICT Service Desk is the main way that customers access ICT Services whether they do so by telephone or on-line. The post holder must be able to demonstrate very strong customer service skills, allied with strong organisational skills and a theoretical understanding of ICT service delivery combined with practical and demonstrable IT skills.
OUR BENEFITS
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
HOW TO APPLY
All applications must be made on online - please visit https://jobs.stevenage.gov.uk/StevenageBorough/Home
For an informal discussion about this role please contact
Name Nurun Nessa
Job Title ICT Service Delivery Manager
Phone Number 07851255570
Email nurun.nessa@stevenage.gov.uk
Closing date for receipt of applications: 18 May 2025
Interviews will be held week commencing: 26 May 2025
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
Stevenage Borough Council is committed to Equal Opportunities for All. For further information please click https://www.stevenage.gov.uk/about-the-council/equality-and-diversity
