ICT Helpdesk Technician

We are looking for an ICT Helpdesk Technician to join the Digital and Transformation team on a permanent basis. This key post within the busy Helpdesk team will be responsible for providing technical IT support to staff across the organisation. This is a varied and exciting role that will suit someone with strong customer service and interpersonal skills, as well as a good understanding of technology and how it is used within an organisation. The Helpdesk Team fosters a friendly, collaborative and supportive onsite and remote working environment. Post-pandemic, you will continue to enjoy a balance of working from home and working in the office as we provide high-quality IT Support to the Council. Reporting to the ICT Service Manager, the Helpdesk Technician will provide first and second-line support across Crawley Borough Council, acting as the 'face of ICT', providing an excellent and engaged customer experience at all times. As an ICT Helpdesk Technician, you will:

• handle support requests and incidents raised via our portal, telephone, and face-to-face and co-ordinate an appropriate response and resolution in a timely manner
• liaise directly with customers (internal, external and 3rd parties) to ensure high levels of customer satisfaction
• configure, build, install and support desktop and mobile ICT equipment including Tablets, Laptops, Desktops, Monitors, Mobile phones, Printers and any other peripheral devices
• maintain an accurate hardware asset management system, recording the full details of all ICT Hardware assets
• produce and update technical documentation
• strive for continuous improvement and development of relationships, both internally and externally, maximising the opportunity to extend and improve service levels and satisfaction
  
  The successful applicant will have excellent written and verbal communication skills and will have a positive attitude towards problem-solving. You will have experience of working within both a reactive and proactive environment and be able to self-manage and prioritise your own workload. You will ideally have a proven working knowledge of Windows 10, Office 365 and experience of computer builds, printer hardware support and software installations.
  
  The pandemic has transformed the organisation and how we deliver our services. Over this period, we have risen to new challenges through staff embracing new ways of working, innovation in how we deliver our services, and in doing so has enabled us to continue to make a difference for our customers. On occasion, you will be required to travel between Crawley Borough Council sites within West Sussex and connecting local authorities.
  
  Shift 1
Monday to Thursday 8am to 4pm with a 30-minute break Friday 8am to 3.30pm with a 30-minute break Shift 2 Monday to Thursday 8am to 4pm with a 30-minute break Friday 8.30am to 4pm with a 30-minute break Shift 3 Monday to Thursday 9.30am to 5.30pm with a 30-minute break Friday 9.30am to 5pm with a 30-minute breakEmployee benefits We offer a generous employee benefits package, with a range of discounts, benefits and wellbeing incentives to suit everyone.