Service Desk Technician

Service Desk Technician

Permanent

GradeConsultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

Can you deliver excellent customer service and technical support We are looking for someone to be the first point of contact for our service desk operation. You will play a crucial role in providing support via telephone and email. You will also support more junior team members helping them develop their technical and customer service skills.

Duties and Responsibilities to include:

• Represent excellence in service desk support delivery performance and technical ability.
• Consistently deliver the highest level of customer service productivity and technical proficiency.
• Support more junior team members helping them develop their technical and customer service skills.
• Answer common queries diagnose and resolve a wide variety of 1st line common and in-depth technical issues including desktop support supported systems products and services.
• Assign more complex issues to other technical teams and partners. Work with team leaders or management for escalations and speedy resolutions when required.
• Provide the highest level of customer service experience meeting the needs of users officers and members while adhering to the highest service desk KPIs and quality control standards.
• Log all inquiries and provide first-time fixes to common service issues.
• Log manage update and resolve user incidents and requests within agreed SLAs ensuring appropriate categorisation and priority level.
• Exceed standard quality control and productivity targets.
• Document incidents and requests accurately recording all relevant information and ensuring all 1st line diagnostic steps are followed.
• Maintain high-level knowledge of support and security policies and actively promote and uphold these supporting service desk agents in this area when required.
• Provide support and guidance to fellow service desk technicians within all aspects of service desk operations. Assist the service desk engineers and service desk manager with additional duties as required.
• Actively develop yourself by seeking opportunities for feedback and learning experiences.

You must upload a CV and Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification.If you do not attach your CV and Supporting Statement your application will not be considered.

Birmingham City Council is an accredited Disability Confident Leader employer andwe arecommitted to employing retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one so please let us know if there are any reasonable adjustments additional support accessibility needs or if there is any way in which we can support you through your application.

Closing date 1st September 2025 at 23.59pm

Interviews for this post will take place virtually via video conferencing. Shortlisted candidates will be provided with further information

For any informal enquires please contact:

Ref: BCC3017

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance withUK Home Office requirements before any employment offer can be confirmed.

Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa fromthe UK Visas and Immigration (UKVI).

Job Description and PersonSpecification