Digital Support Field Officer

Job Title:

Digital Field Support Officer

Grade: B

Contract Type:
Permanent

Working Hours:

37 hours per week

The Corporate Services directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation. The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs.

It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community.

As a Digital Field Support Officer you will be responsible for:

• Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
• Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.
• Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed.
• Supporting the Service Desk and their responsibilities when required.
• Proactively keeping users informed throughout all stages of all processes.
• Receiving, reviewing and updating documentation to assist with the resolution of incidents and the fulfilment of requests.
• Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.
• Consulting with appropriate IT service colleagues to support real time trend analysis on received incidents to identify wider problems or serious incidents and notify them of such occurrences.
• Supporting the liaison with 3rd party suppliers to ensure that issues are dealt with within agreed SLA's
• Providing on-site support and guidance to users of devices and systems as required.
• Participating in team meetings, training, and other team activities.
• Working with other team members, and business managers across the department to improve support to the business.
• The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.

• Ability to install and configure standard desktop applications
• Strong customer service skills in a busy environment
• Ability to accurately capture and record incident information
• Effective written and verbal communication with customers and IT colleagues
• Flexible approach to work
• Ability to proactively manage issues and meet deadlines
• Knowledge of Microsoft Office (2010 onwards)
• Understanding of Microsoft operating systems

• Experience working in a customer service environment
• Experience providing ICT support

• Demonstrates organisational values and behaviours
• Ability to support and guide non-technical users
• Understanding of health and safety in an office environment
• Willingness to work flexibly (including remote/home working)
• Must hold a valid UK driving licence and be able to drive

• Understanding of equality and diversity principles
• Commitment to complying with council policies

• ITIL Foundation
• COMPTIA A+ Certification

DBS Check:
None

At Thurrock Council, we value our employees and offer a comprehensive benefits package, including:

• Generous annual leave entitlement
• Flexible and hybrid working opportunities (where applicable)
• Ongoing training and professional development
• Employee assistance programme and wellbeing support
• Staff discounts and local offers
• A supportive and inclusive working environment

Closing Date (Redeployment Only): 18th August 2026

Closing Date (Internal & External): 30th August 2026

Interview Date: 5th September 2026

If you have any questions about the role or interview process, please contact:

Andy Best - Head of Infrastructure and Customer Experience

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To view the Job Profile and Person Specification please follow the link below: