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Administration Assistant

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Service Desk Officer

This job is closed and is displayed for reference only. 

Organisation:Nottingham City Council 

Working Hours: Full Time , Hours per week - 37 

Salary:£22,183 

NPPV Required:No 

Appointment Type:Permanent 

Location:Loxley House, Station Street, Nottingham, Notts, NG2 3DN 

Reference:SR0609 

Closing date:22 November 2020 at midnight 



The starting salary is £22,183 (Level One) rising to £23,541 (Level Two) on the first year anniversary, subject to satisfactory completion of a probation period (pro rata for part time workers)
  
We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been waiting for? Read on to find out more…
  
Nottingham City Council is known for inclusivity and innovation, and we are continually working around the clock to deliver services for Nottingham’s citizens, visitors and investors.
 
Our aspiration is to make Nottingham a Great City, but to do this we need to be a Great Council, provide Great Services and recruit and develop a Great Workforce.
 
We will value your contributions, promote flexible and modern ways of working, will double your monthly pension contributions, offer a very generous 25-32 days holiday package each year (exclusive of public bank holidays and dependent on length of service) and give you the option to purchase up to 28 days additional holiday tax-free!
 
Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.
 
We particularly want to hear from you if you are from the Black, Asian and Minority Ethnic community, identify within the Lesbian, Gay, Bisexual and Transgender community (LGBT) and if you are Disabled - these groups of people are underrepresented in our workforce, and we’d like to reflect our local population more through our recruitment processes.
 
We have always been open to flexible working and the COVID-19 pandemic provided us with some new options to work in a completely different way. We welcome a conversation about flexible working at the point of interview.
 
The IT Service Desk supports over 8000 employees and partners with their IT and telephony requirements, providing a high standard front line IT customer service taking ownership of a wide variety of technical issues and enquiries to see them through to resolution. Service Desk Analysts use a wide variety of technological tools to investigate, diagnose and fix issues to a defined service level target and where appropriate forward specialist technical support issues to other teams within the IT Service.  You will be dealing with customers over the phone, via self-service support tickets and face to face as part of providing an appointment based IT Surgery for customers where we are not able to support or resolve issues and requests remotely.
 
This is great opportunity for anyone with a minimum of 1 years experience of working as part of a fast paced front line service desk team, who has experience of providing excellent customer service alongside applying their troubleshooting skills and triaging issues with various devices, applications, networking and telephony, to take their skills to the next level by working in challenging environment as part of a very friendly and supportive team. You will also learn about supporting and providing system administration for various in house systems including creating/amending/deleting user accounts and various other tasks.
 
Applicants should submit their CV and covering letter as one document outlining how their current skills, knowledge and experience meets the essential criteria listed below. Applicants should remove any personal details from their CV and Covering Letter (including their name), as part of our commitment to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed.
 
ESSENTIAL REQUIREMENTS:
 
  • Experience of working on a fast paced 1st line IT Service Desk in a complex corporate IT environment providing support for incidents and service requests, logging and responding to all contacts from customers, telephone calls, emails and self-service portal communications, including the possibility of some onsite visits and face to face appointments with customers in a professional, supportive and positive manner both verbally and in writing.
  • The ability to maintain a composed and polite relationship with colleagues, who may be challenging when reporting incidents or making service requests, alongside using techniques for ensuring that full account is taken of customers real and stated need; recognising the priority of the individuals issue in the wider context of IT Service delivery.
  • Knowledge of a wide range of Microsoft systems such as Active Directory, Exchange, Windows 10, Office 2016 and 365, basic networking along with Citrix, RDS, VOIP, VPN, mobile device, printing and scanning support and a broad understanding of corporate applications.
  • Knowledge and understanding of a recognised IT framework such as ITIL, Network Security, Information Security and General Data Protection Regulations including the importance of these.
  • Experience of providing direct and remote troubleshooting for hardware, software, application, network, telephony issues, developing workarounds, reconfiguring systems, changing operating procedures, training users and creating/amending documentation where appropriate, alongside  being able to prioritise your work and deliver a high level of 1st time fixes in a pressurised environment whilst balancing conflicting demands.
  • Experience of carrying out routine configurations/installations and reconfigurations of hardware/software, directly and via remote support tools, alongside providing customers with information about updates, known issues, changes in system availability, new facilities, etc, in plain English.
 
For more information, please view the Job Description and Person Specification which are attached further down on this page.
 
For informal enquiries please contact Mrs Fiona Wain,  Tel: 0115 8763196,  Email: fiona.wain@nottinghamcity.gov.uk
 
Useful information for Applicants
 
Please ensure you read our Terms and Conditions information, which includes advice on pay, annual leave and hours of working, and our Total Rewards Package, which includes information on some of the great benefits when working for Nottingham City Council.
 
This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, as detailed in the job description and person specification, is an essential requirement for the role.
 
This role requires you to participate in a weekly rota covering the current service opening hours of 8am till 5pm, Monday to Friday.
 
Nottingham City Council are committed to equality, diversity and inclusion and we are striving to have a reflective workforce of the citizens we serve. As a result of our commitment, we anonymise all applications to remove the risk of unconscious bias. The application process will capture your personal details (including your name) and these details will only be made visible to recruiting managers once the shortlisting stage has been completed.
 
If you have any technical issues completing your application form please contact escservicedesk@emss.org.uk
We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been waiting for? Read on to find out more…
Nottingham City Council is known for inclusivity and innovation, and we are continually working around the clock to deliver services for Nottingham’s citizens, visitors and investors.
Our aspiration is to make Nottingham a Great City, but to do this we need to be a Great Council, provide Great Services and recruit and develop a Great Workforce.
We will value your contributions, promote flexible and modern ways of working, will double your monthly pension contributions, offer a very generous 25-32 days holiday package each year (exclusive of public bank holidays and dependent on length of service) and give you the option to purchase up to 28 days additional holiday tax-free!
Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.
We particularly want to hear from you if you are from the Black, Asian and Minority Ethnic community, identify within the Lesbian, Gay, Bisexual and Transgender community (LGBT) and if you are Disabled - these groups of people are underrepresented in our workforce, and we’d like to reflect our local population more through our recruitment processes.
We have always been open to flexible working and the COVID-19 pandemic provided us with some new options to work in a completely different way. We welcome a conversation about flexible working at the point of interview.
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