Are you customer focused with knowledge and experience in IT?
Schools ICT Service are looking for a Senior Service Desk Operator (Job Title - Senior Customer Experience Officer). The role is primarily office based but may include a requirement to travel to offices across Sussex. This role will help run our busy Service Desk
Our customers are all different types of Public Sector organisations and charities. The vast majority are within the Education sector.
Interview date: Week commencing 25th July
For an informal discussion, please contact Jon Osborn, Customer Delivery Service Manager, 07795237373, firstname.lastname@example.org
About the role
What we need from you:
- Support the provision and delivery of the Customer Experience function
- Day-to-day supervision of the Service Desk & staff.
- Responsibility on a day-to-day basis for ensuring all customer incidents and requests are logged and assigned within the service management system.
- Responsibility on behalf of the Customer Experience Team and in conjunction with other service leads for the timetabling of visits, holiday plans, service desk 1st and second line resourcing.
- Broad ICT Knowledge & Experience
- Educational MIS Experience
- Able to build professional relationships and communicate well at all levels especially with customers
- Provide a point of escalation for Service Desk Staff within Schools ICT Team
- Ability to work in a Team
- Knowledge of call management phone systems desirable
- Google/Microsoft Certifications and experience in an ITIL environment are desirable, but not essential
What we can offer you
Schools ICT Services are partners with both Microsoft and Google meaning we have access to a large number of courses. We are a Traded Service within Brighton & Hove City Council, which comes with regular training offerings, the ability to work remotely on specific jobs and development opportunities. Click here for more information about Schools ICT Services.
As you would be employed by the Council you will be entitled to various Employee Benefits, Click here for further information.
Applicants must clearly demonstrate how they will meet the travel requirements of the post. Staff usually travel in their own vehicle and are reimbursed at the standard council "per mile" rate.
Further details about the role can be found in the attached job description.
Please read our Apply for a job at the council (brighton-hove.gov.uk) pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.
As part of your application, you will need to complete your education and work history and upload a supporting statement. Your supporting statement is the most important part of your application as it will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (Supporting statement guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.
Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.
Work Permits: We may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Visas and Immigration (UKVI) Points-based Immigration System. Please see Gov.uk for more information on the Skilled Worker Visa.
Part office / part home – hybrid - We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining.
For more information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk)
Encouraging a diverse workforce
Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.
Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).