Systems Trainer and Helpdesk Supervisor (Ref: 001366)
Salary £32,061 - £34,434 per annum Salary Band £30,001 to £40,000 Post Type Permanent Hours Per Week Full time
Job and Application details
Categories ICT
Directorate N/A Published Date 27/04/2026 Closing Date 17/05/2026
Responsibilities
Working closely with our Systems and Process Officers, you will build a strong understanding of the business processes used across a number of teams within Darlington Borough Council. You’ll also take the lead in overseeing the Systems Helpdesk Team, coordinating user queries, logging and managing tickets with external suppliers, and ensuring issues are followed up and resolved effectively.
You will have an important role in shaping how staff learn and use council systems. This includes developing and maintaining engaging training packages, keeping user guidance and documentation up to date, and designing and delivering training sessions for staff. You’ll also create and maintain video content and e-learning resources to help staff build confidence and capability when using council systems.
Qualifications
* Be enthusiastic, reliable and well‑organised, with a proactive approach to problem‑solving
* Have experience supporting or working with business systems and understanding operational processes
* Demonstrate the ability to supervise, support and coordinate a helpdesk or customer support function
* Be confident managing user queries, prioritising workloads and liaising with external system suppliers
* Have strong communication skills, with the ability to explain technical information clearly to non‑technical users
* Be able to create and maintain clear guidance documents, training materials and e-learning resources
* Have good IT skills and a willingness to learn new systems and technologies
Benefits
* 32 days Annual Leave, plus Bank Holidays, with option to purchase additional Annual Leave (pro‑rata for part time working)
* Access to the Local Government Pension Scheme with option to make Additional Voluntary Contributions
* Flexible working
* Generous Maternity, Paternity and Adoption Leave schemes
* Staff equality forums
* Green Car Leasing Scheme
* Access to a wide range of training, learning and development
* Physiotherapy service
* Confidential counselling service
* Great wellbeing offer
* Cycle to Work Scheme
* Dolphin Centre Fit for Life Discounts
* Local and National retailer discounts
* Vivup employee benefit app and Lifestyle Savings
* Arriva Employee Travel Club
We are an equal opportunities employer. We welcome applicants from all sections of the community. We aim to interview any applicant who declares a disability and meets the minimum criteria for the job.
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