IT Support Assistant - REQ003781

Job title: IT Support Assistant

Salary: B3 £26,403 - £28,142

Hours: 37

Contract: Permanent

Location: Hybrid working

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.

The Integrated Digital Service works across Leeds City Council and the Integrated Care Board (Leeds) - opening up a number of exciting prospects to work within the health and care sector and local authority. The Integrated Digital Service is improving how services are delivered, using user research to inform technology solutions that are accessible, easy to use and reliable. We are innovating and changing services by investing in automation through technologies such as power platform and RPA. It is a very exciting time to join the growing team within a city renowned for excellence in the digital sector. We hope to attract people who want to innovate and transform IT to help improve the services we provide and improve individual’s lives.

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 excellent phone manners focused on providing a high standard of customer service, supporting the varied user base with IT related requests and faults.

What you’ll be doing:

Providing 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
Face to Face IT support
Supporting the Local Government, NHS organisations and ICT4 Leeds partners
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

Key skills required:

Strong Customer Service skills
Strong written, verbal communication and 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

Nice to have but not necessary:

Interests and/or experience working with Microsoft products
Previous experience with customer service facing roles
Interest and/or experience in IT related troubleshooting

What we provide:

Full training (initial 3 months) with further training and development with the IDS technical teams

Year-long program
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

We realise how important it is to ensure that the staff are well trained, given the opportunity to develop and are motivated to work. We provide various types of training opportunities, and we are focused on development to get the best out of you but also allow you to progress and climb the career ladder within Leeds City Council.

If you would like to find out more about the role of have some specific questions, please email ICT.Resources@leeds.gov.uk providing the job reference number, your name, email address and a contact telephone number and we’ll arrange for someone to get in contact with you.

How to apply

Please complete the online application form.

Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

This position requires a Baseline Personal Security Standard check. A Basic Check will be carried out on preferred candidates

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Job Description

The Responsibilities of an IT Support Assistant

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
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

Our Customer Base:

Leeds City Council Employees and Elected Members
West Yorkshire Integrated Clinical Service (WYICS)
West Yorkshire Joint Services (WYJS)
Schools via our ICT4Leeds Service

PERSONAL SPECIFICATION ESSENTIAL REQUIREMENTS: It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

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.

PERSONAL SPECIFICATION DESIRABLE REQUIREMENTS: It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.

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

There are 6 levels of progression with the IDS Service Centre:

ICT Service Operations Manager – PO6
Service Centre Manager – PO4
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 & 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 policies and procedures.
Carry out all duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity 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.

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