Service Desk Technician

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, MSTeams and email. You will also support more junior team members, helping them develop their technical and customer service skills.,

• 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 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 Supporting Statement, your application will not be considered. Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed 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.

Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence. There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.