User Support Officer - Technical Desktop (Career Grade 6 - 8)

• Provide third line telephone and digital technical support, logging and managing service requests through to resolution, and ensuring timely updates to users on progress.
• Operate within agreed service desk processes, ITIL procedures, technical standards, SLAs and KPIs, managing workload and routing incidents appropriately, including escalation where required.
• Deliver advanced technical troubleshooting and user support, including hardware repair, software installation, system connectivity and tailored solutions, and support enhanced face to face user clinics or project activity during periods of technology change.
• Contribute to continuous service improvement by supporting user satisfaction activity, reviewing personal performance, and assisting with data interpretation and trend analysis across incident management, problem management, demand and productivity.

Do you have experience in IT support?, The ideal candidate will hold an NVQ Level 3 qualification in ICT (or equivalent), have experience of working in a customer focused IT support or service desk environment, be keen to develop through recognised service desk qualifications, and meet the essential criteria set out in the job profile.

Cheshire West and Chester Council have adopted a Local Living Wage for our employees which means that all employees will receive a minimum of £13.45 per hour for all contracted hours.