IT Service Desk Technician

Reporting to the IT Technical Support Supervisor, you will work as part of a team providing second line support to users based at home and across various locations in Portsmouth. You will be responsible for supporting desktop and mobile devices. You will deliver exceptional customer service through the effective triaging, logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment.

You will receive and handle requests for support following agreed procedures, respond to common requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate. Your priority will be to deliver an exceptional end to end service to our customers. Working Arrangements Required to participate in a team rota to cover the period between 8:00am and 5:00pm, Monday to Friday.

Occasionally required to undertake some work during the evening or  will be required to provide out of hours support during elections. Fully office-based (Civic Offices) with travel provided to other Council sites. Regular remote working (WFH) is not possible due to the nature of this role.

Be a major contributor, who is committed to team success.

• 2 years+ experience
• Relevant IT qualification (CompTIA A+, Degree, etc.)
• Positive, energetic and takes pride in your and our success
• Be a major contributor, who is committed to team success
• Able to deliver excellent customer service
• The ability to converse at ease with customers and provide advice in accurate written and spoken English is essential for the post
• Consistent, supportive, proactive and flexible in the way you deliver
• Responsible and accountable for delivery of your personal tasks and outcomes
• Tenacious in pursuing resolution of difficult issues
• Able to de-escalate and deal with challenging situations
• Manage relationships with customers, colleagues and suppliers

Please ensure that you read the full job profile attached for the details and expectations of this role, paying particular attention the section 'Who is the person' as you will need to refer to this and the tangible evidence when completing your Personal statement.

Portsmouth City Council is a unique organisation, committed to making a difference, and is guided by core values that set who we are as people, what we stand for, and how we act.

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