£21,475 per annum for 36 hours per week based at County Hall, Penrhyn Road, Kingston upon Thames,
Surrey, KT1 2DW.
This position is a 4/5 month Fixed-Term position.
Flexible working supported where possible, laptop and mobile supplied. 24 days annual leave, local government salary-related pension offered, discounted child care vouchers as well as the option to join the car lease scheme. For more information, please visit MyBenefits for Surrey County Council staff.
The IMT Service Desk is the single point of contact for all IT technical support for Surrey County Council and it has a vacancy for a Service Desk Operator to join a large Service Desk team of 16+ staff in supporting Surrey County Council's 10,000+ staff in their use of IT.
SCC has recently completed a very large and complex IT refresh programme with enquiries coming in via telephone, voice and email, self service and walk-in callers so the successful applicant must thrive in a pressured environment.
You will provide a first rate customer services to ensure all requests and incidents are logged efficiently and provide 1st line advice or escalate the issue to the Service Desk team or onward to other technical resolver teams. You will be expected to schedule and assign technical issues across the team and ensure productivity and throughput of the team remain high whilst following agreed policies and procedures.
You will be logging and recording all telephone, email, voicemail, self service and walk in issues in to the IT service management tool. You will be directing the customer to get the right advice first time and working to service level targets.
The successful candidate will have a strong customer service focus, delivering best in class service excellence with a demonstrable telephone or call centre experience. You must be a great communicator both orally and in writing and ensure the highest standards are applied for record keeping and security.
You need to be team focused, flexible and demonstrate a hardworking attitude, you’ll be encouraged to contribute and develop ideas to enhance efficiency of the service and to find ways to improve support.