137Days left

IT Support Assistant

Salary details: B3 - £19,554 - £21,166

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Ref: 18873

Employer: Leeds City Council

Resources & Housing

Team Digital & Information Services


Job term:

Appointment type:

Contract Type: Permanent Appointment

Hours per Week: 37

Closing date: 31 March 2020 11:30 PM

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Digital and Information Service is looking to recruit an IT Support Assistant to work in their Service Centre based in a busy open plan office. The role will provide first and second line technical support to staff and services across the Council, through a wide range of channels access, including telephone, face to face, IT drop in centres etc.

The successful candidate will require an aptitude for supporting a varied user base who use multiple systems and services through-out the Council. Integral to the role must be the able to undertake analysis, diagnosis and resolution of user incidents and issues. These issues will range from general straightforward advice / first-line fixes such as password re-sets to more complex technical incident such as user account queries, printer faults, software / hardware faults. In addition to the technical duties there is also a range of administration tasks associated with the role, including call queue management via our ticket management system (remedy) creation of staff rotas for cover across service centre, arranging meetings, agendas and taking minutes.

The IT Support Assistant will also be a key part of delivering service management, incident and change management and ensuring support to the continual improvement of the service. The successful candidate will need to demonstrate the ability to prioritise work, meet deadlines and ensure service level targets and key performance measures are met.

We promote diversity and want a workforce that reflects the population of Leeds.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.