Job title: IT Support Assistant                 
Salary: £24,294 - £25,979
Hours: 37
Contract: Permanent
Location: Hybrid

As an IT Support Assistant you’ll thrive on 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 ultimately improve individual’s lives. Integrated Digital Services (IDS) are at the start of our journey to a Cloud based Infrastructure collaborating with partners such as Microsoft, Google, and AWS along the way.

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.

About you
As an IT Support Assistant you will bring to the role:

• Strong customer service skills
• Strong written, verbal communication and interpersonal skill
• Ability to identify problems and take own initiative in finding solution
• Genuine interest in IT with a willingness to learn
• Ability to work as part of a team as well as independent
• Flexibility, our services are open from 8AM till 5:30PM and you would be expected to work on a rota pattern between these hours

About the role
As an IT Support Assistant you will be:

• Providing 1st line IT support to staff across council, our customers, and partners
• Receiving and logging all IT queries
• Prioritising all requests and incidents reported and highlighting queries that require escalating
• An understanding of troubleshooting Software and Hardware issues
• Face to face IT support
• Supporting the work of Local Government and NHS organisations
• 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

You’ll be provided with:

• Full training and development opportunities including Linked-in and AWS
• Regular 1-2-1 meetings
• Flexible working
• Friendly and supportive working environment
• Hybrid working (mixture of office and home working)
• There may be opportunities in the future for varied working patterns as we look to bring in an extended service

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.

The role is integral to our Service Centre Team.  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.  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 ultimately improve individual’s lives. 

What we offer you

We take pride in offering the best employee experience, with benefits including:

• a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply
Please complete the online application form.

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

If you have any queries or would like an informal chat about the role please contact ict.resources@leeds.gov.uk

We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is ranked 70 on the Stonewall Equality Index 2023. We are also an age-friendly employer, a Mindful Employer and a Disability Confident Leader.

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

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - 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 and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description

Job Purpose: ICT Customer Service

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

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.

IT Infrastructure         

• 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
• 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            

• Follow agreed procedures to identify, register and categorise incidents.
• Gather information to enable incident resolution; allocate incidents as appropriate.

Systems Install and Removal

• 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  

• 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.

Essential Behavioural and 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 equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities. 
• Flexible and adaptable to change to assist other services as required commensurate to grade. 
• Participate in appraisal, training, and development activities.
• Be aware of and comply with Leeds City Council policies and procedures.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies 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.

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

• 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             

• 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 Apprentice - 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.

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