Service Desk Officer
CRA Group Limited
10 days ago
Role details
Contract type
Temporary contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Compensation
£ 36KJob location
Tech stack
Business Software
Issue Tracking Systems
Microsoft Office
Software Troubleshooting
Information Technology
Servicenow
Job description
- The Service Desk Officer will serve as the first point of contact for IT-related queries and issues within the Council on a 3-month contract with a local authority. This role is crucial in ensuring the efficient resolution of incidents and service requests, providing high-quality support to internal users, and maintaining excellent customer service standards. The postholder will play a vital role in the smooth operation of IT services and support the council's digital transformation objectives., * Serve as the initial point of contact for all IT service desk queries via phone, email, and ticketing system.
- Log, prioritise, and manage incidents and service requests in line with agreed SLAs.
- Diagnose and resolve first-line technical issues or escalate to second-line support where necessary.
- Provide guidance and support to users on IT systems, applications, and processes.
- Maintain accurate records of all interactions and resolutions within the service management system.
Requirements
- Previous experience in an IT service desk or customer support role.
- Strong understanding of IT systems, hardware, and software troubleshooting.
- Experience using IT service management tools (e.g., ServiceNow or similar).
- GCSEs (or equivalent) including English and Maths.
- IT-related certification (e.g., CompTIA A+, ITIL Foundation) is desirable.
- Proficiency in Microsoft Office and common business applications.
