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The local government jobs site from Jobsgopublic

Digital Customer Support

  • Employer: Kingston Upon Thames & Sutton Councils
  • Reference: KUTSCT/19/116116
  • Published: Fri 06/12/2019, 10:35 AM
  • Closing on: Sun 05/01/2020, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: RBK Grade E/F/G/H £23,187 - £37,842 per annum
  • DBS Check: No
  • Location: Kingston and Sutton, Kingston upon Thames

Full details - We've set up a dedicated recruitment website for IT and Digital roles, you can learn more about the work we do, our customers, vision, available roles and what it's like to work for us by visiting www.kingston-sutton-digital-jobs.co.uk/

 About us

Digital and IT is a shared service between Kingston and Sutton Councils providing digital and technology services to both Councils as well as a number of arm's length companies.

 We're committed to delivering great public services that are not only highly effective but also easily accessible. We’ve championed the digitisation of services as well as adopting a ‘mobile first’ model to ensure that this commitment is fulfilled.

 Position summary

Working in the Digital Customer Support team, you will be responsible for providing support to a multi-site user base of approx 5000 staff. Kingston and Sutton are modern multi-site councils who use Google G-suite as the cornerstone of their move to the cloud.

 This role is offered on a fixed term basis for 24 months to cover a member of staff on a secondment.

 Role purpose

The role reports directly to a Digital Customer Support Lead and its main purpose is to:

  • Provide analysis, diagnosis, escalation and resolution of level 1 and level 2 IT issues, queries and requests - both face to face and remotely
  • Troubleshoot IT-related problems from in-house software to hardware, such as mobiles, MFDs, Chrome and Windows devices
  • Escalate unresolved calls to the relevant support teams
  • Carry out customer requests for new IT hardware, software and access
  • Deliver excellent customer service
  • Act as a technical specialist to solve known problems and improve the customer experience
  • Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner
  • Work within the council’s ITIL Framework.

The person

In order to successfully deliver the responsibilities of the role, you will need to:

  • Demonstrate strong multi-tasking abilities who enjoys working in a dynamic and rapidly changing IT support environment
  • Demonstrate excellent organisational and troubleshooting skills
  • Communicate clearly, confidently and appropriately with colleagues using the best methods of communication for the task
  • Maintain a high degree of customer service for all support queries and adheres to all service management principles
  • Demonstrate agility and adaptability in mindset and ways of working
  • Be able to work successfully with key stakeholders within and outside of the councils Demonstrate commitment to own personal and professional development to meet the changing demands of the role
  • Demonstrate innovation and creativity
  • Actively engage in positive cross organisational communications and team working
  • Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner
  • Contribute to support documentation and knowledge articles to assist colleagues and to promote self service within our user base
  • Have a broad understanding of the councils’ core business.

Experience

  • Strong experience with the technical set up, support and operation of hardware, software and client side ecosystems
  • Active Directory administration
  • Administering and supporting G-Suite
  • Strong understanding of the use of an IT Service Management system for day to day Incident, Service Request and Standard Change processes
  • Contributing to support documentation and knowledge articles to assist colleagues and to promote self service within our user base
  • Telephony support and administration (UNIFY preferably)Foundation level understanding of ITIL
  • Practical experience of working with the processes, systems and functions in IT environments
  • A track record of delivering excellent customer service.

Benefits we offer

Kingston Council has good access to central London and our offices are a short walk from the station based in the middle of the historic and vibrant high street next to the open spaces of the river Thames, offering a wide range of shops, restaurants and leisure facilities; all making for a desirable place to live and work.

 The successful candidate will have access to a wide range of staff benefits, some of which include:

  • 23/26/29 days annual leave (dependent on salary grade) - In addition you will receive 8 statutory bank holidays
  • Local government pension scheme
  • Interest free season loan ticket
  • Cycle to work and Zip Car Scheme
  • Discounts on a range of local shops, restaurants, gyms and leisure centres
  • Comprehensive Learning and Development programme
  • A forward thinking and networked organisation where employee’s views are valued.
  • Modern and flexible working environment allowing employees to benefit from agile working practices.

Apply

Please apply online detailing what experience, skills and abilities you can bring to this role and our IT and Digital Service by visiting www.kingston-sutton-digital-jobs.co.uk/

Downloads

  • Job Description

How to Apply

Please apply online via the link provided. Please note, we do not accept CVs submitted without a fully completed online application form.

Apply Now

  • Employer: Kingston Upon Thames & Sutton Councils
  • Reference: KUTSCT/19/116116
  • Published: Fri 06/12/2019, 10:35 AM
  • Closing on: Sun 05/01/2020, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: RBK Grade E/F/G/H £23,187 - £37,842 per annum
  • DBS Check: No
  • Location: Kingston and Sutton, Kingston upon Thames

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