Service Desk Officer

CRA GROUP RECRUITMENT AND PAYROLL LTD

Job Location:

London - UK

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

3 Months contract with a local authority

Summary

The Service Desk Officer will serve as the first point of contact for IT-related queries and issues within the Council on a 3-month contract with a local authority. This role is crucial in ensuring the efficient resolution of incidents and service requests providing high-quality support to internal users and maintaining excellent customer service standards. The postholder will play a vital role in the smooth operation of IT services and support the councils digital transformation objectives.

Responsibilities

Serve as the initial point of contact for all IT service desk queries via phone email and ticketing system.
Log prioritise and manage incidents and service requests in line with agreed SLAs.
Diagnose and resolve first-line technical issues or escalate to second-line support where necessary.
Provide guidance and support to users on IT systems applications and processes.
Maintain accurate records of all interactions and resolutions within the service management system.

Requirements

Previous experience in an IT service desk or customer support role.
Strong understanding of IT systems hardware and software troubleshooting.
Experience using IT service management tools (e.g. ServiceNow or similar).
GCSEs (or equivalent) including English and Maths.
IT-related certification (e.g. CompTIA A ITIL Foundation) is desirable.
Proficiency in Microsoft Office and common business applications.

Additional Information

Working hours: 35 hours per week
Location: 160 Tooley Street Southwark Surrey SE1 2QH United Kingdom
Interviews will be on-site at our Head Office 160 Tooley Street and will last 45 minutes.
The role closes on 17th November 2025 apply ASAP.

Required Skills:

The Service Desk Officer will act as the first point of contact for IT-related queries and issues within Council. The role ensures efficient resolution of incidents and service requests providing high-quality support to internal users and maintaining excellent customer service standards. The postholder will contribute to the smooth operation of IT services and support the councils digital transformation objectives.

Required Education:

3 Months contract with a local authoritySummaryThe Service Desk Officer will serve as the first point of contact for IT-related queries and issues within the Council on a 3-month contract with a local authority. This role is crucial in ensuring the efficient resolution of incidents and service reque...