IT Support Assistant - B3

The Integrated Digital Service is looking to recruit IT Support Assistants to join our growing team, this is initially a primary telephone-based role so we are looking for individuals who demonstrate an excellent phone manner focused on providing a high standard of customer service, supporting the varied user base with IT related requests and faults.

• Provision of first line IT support using our telephony system to support staff across the council, our customers and partners
• Receive and Log tickets relating to IT requests and incidents
• Learn and develop your skills in troubleshooting Software and Hardware issues
• Provide Face to Face IT support
About the role
• Participating in meetings and putting forward ideas and solutions
• Working to deadlines and ensuring Service Level Agreement (SLA's) and Key Performance Indicators (KPI's) are met
• As our next IT Support Assistant, the role is integral to our team, Special conditions this post is subject to a Baseline Personnel Security Standard (BPSS) check. Please note that a criminal record will not necessarily be a bar to obtaining employment; this will depend on the circumstances and background to any offence.
Job Purpose
• Customer Service is very important in this role. The successful candidate must possess an excellent understanding of what constitutes good customer service and be capable of evidencing why this is important in an IT support role
Responsibilities
• Dealing with the day-to-day first and second line hardware and software requirements for a large organisation which includes 'Incidents' and 'Requests' for IT related services
• Supporting a large and varied user-base who use multiple systems and services. Support is predominantly over the telephone with some face-to-face opportunities as part of the service offering
• An understanding of different IT hardware / software is required in or order to diagnose and resolve user incidents and issues. Issues will range from: general straightforward advice / first-line fixes such as password resets to more complex technical incidents such as user account queries and mobile device / tablet issues etc.
• This role will also include a range of day-to-day administrative duties
• Candidates must be prepared to work flexibly to cover operational hours (08:00 -17:30 Mon-Fri) as part of a rota. The role will require a mixture of office and remote working, Method of Assessment will be through one or more of the following: Application Form, Test, Interview or Certificate.
• IT Infrastructure (A/I)
Contributes, under supervision, to routine infrastructure operation. Ability to develop an understanding of infrastructure components and services by following the activities of experienced colleagues.
• Customer Service Support (A/I)
Receives and handles requests for service, following agreed procedures. Promptly allocate calls as appropriate. Create incidents and service requests and maintain relevant records.
• Incident Management (A/I)
Follow agreed procedures to identify, register and categorise incidents. Gather information to enable incident resolution; allocate incidents as appropriate.
• Systems Install and Removal (A/I)
Contribute, under supervision, to routine infrastructure operation. Develop an understanding of infrastructure components and services by following the activities of experienced colleagues.
• Council Managerial Standards for this role (A/I)
Ability to work on own initiative and take accountability for area of responsibility. Experience of developing and sustaining constructive working relationships both internal and external.
• Configuration Management (A/I)
Apply tools, techniques and processes to administer, track, log, report on and correct configuration items, components and changes. Assist with audits to ensure the accuracy of the information and undertake any necessary corrective action under direction.
• Training and Certification (A/I/C)
It is desirable for the post holder to hold an appropriate level of qualification, or to have undertaken appropriate training in-line with this role.
• IDS Service Centre Structure and Career Progression, Service Centre Team Leader - PO2
• IT Officer - SO1
• IT Support Assistant - B3
• IT Support - A1/A3
Each role has a set of essential and desirable technical skills associated with it alongside complimentary and essential core competencies. The roles require a wide range of skills. It is not expected for any one individual to have every skill at the identified level. Although progression isn't automatic within Leeds City Council, there are many opportunities to progress within the Information Digital Service. Staff can apply for roles within IDS. Roles can be permanent positions or temporary arrangements through secondments. The Service Centre works closely with third line technical teams such as: Security, Networks, Identify and Monitoring, Unix, Microsoft Server, Exchange, Service Development and Application engineering teams. In addition, IDS has begun its journey to the cloud with the introduction of MS Teams, M365, SharePoint online, file storage and OneDrive. Essential Behavioural and other Characteristics
• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee's responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
  
  Key skills will include strong customer service, written, verbal communication, interpersonal skills
• Ability to identify problems and take initiative in finding solutions
• Interest in IT with willingness to learn and develop
• Good teamwork skills as well as the ability to work independently
• Strong time management skills and the ability to prioritise tasks
• Flexibility, our services are open from 8AM till 5:30PM and you would be expected to work on a rota pattern between these hours
  
  Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
  
  a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further
• Regular 1-2-1 meetings to better develop your growth
• Flexible working
• Ability to gain 'flexi' time back
• Friendly and supportive working environment
• Hybrid working with a mixture of office and home working
• Opportunities in the future for varied working patterns
• Minimum 24 Days Holiday plus bank holiday
• Pension Scheme
• Full training (initial 3 months) with further training and development with the IDS technical teams