Ref: 18873

Employer: Leeds City Council

Resources & Housing

Team Digital & Information Services

Contract Type: Permanent Appointment

Hours per Week: 37

Salary details: B3 – £19,554 – £21,166

Closing date: 31 March 2020 11:30 PM

Digital and Information Service is looking to recruit an IT Support Assistant to work in their Service Centre based in a busy open plan office. The role will provide first and second line technical support to staff and services across the Council, through a wide range of channels access, including telephone, face to face, IT drop in centres etc.

The successful candidate will require an aptitude for supporting a varied user base who use multiple systems and services through-out the Council. Integral to the role must be the able to undertake analysis, diagnosis and resolution of user incidents and issues. These issues will range from general straightforward advice / first-line fixes such as password re-sets to more complex technical incident such as user account queries, printer faults, software / hardware faults. In addition to the technical duties there is also a range of administration tasks associated with the role, including call queue management via our ticket management system (remedy) creation of staff rotas for cover across service centre, arranging meetings, agendas and taking minutes.

The IT Support Assistant will also be a key part of delivering service management, incident and change management and ensuring support to the continual improvement of the service. The successful candidate will need to demonstrate the ability to prioritise work, meet deadlines and ensure service level targets and key performance measures are met.

We promote diversity and want a workforce that reflects the population of Leeds.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.

Job Information

Tagged as: analysis, administration, diagnosis, resolution of user incidents and issues

About Leeds City Council

Leeds City Council’s vision is to be the best UK council by 2017 and the technology is at the heart of delivering new services and efficiencies.  The Technology Team has already invested £13m over the last 5 years and has a three-year rolling investment strategy to change the way the council’s services are delivered.

The Technology Team currently employs over 250 staff. We look after 400+ business service applications operating from our own multisite data centres, and manage the telecommunications and desktops for 33,000 council staff.  We are also an essential part of developing new council services.