Overview
Service Desk Technician role with Birmingham City Council, as advertised on WMJobs. The position is permanent, full-time, Grade 3 (£27,254 - £33,699) with a 36.5 hour work week. This role is the first point of contact for the service desk, providing telephone and email support and helping to develop junior team members.
Responsibilities
* Represent excellence in service desk support delivery, performance, and technical ability.
* Consistently deliver high levels of customer service, productivity, and technical proficiency.
* Support more junior team members, helping them develop their technical and customer service skills.
* Answer common queries, diagnose, and resolve a wide range of 1st line technical issues (desktop support, supported systems, products, and services).
* Escalate more complex issues to other technical teams; work with team leaders/management for escalations and timely resolutions.
* Provide high-quality customer service to users, officers, and members while meeting service desk KPIs and quality standards.
* Log inquiries and provide first-time fixes for common issues.
* Log, manage, update, and resolve user incidents and requests within agreed SLAs, with proper categorisation and priority.
* Exceed standard quality control and productivity targets.
* Document incidents and requests accurately, recording all relevant information and following 1st line diagnostic steps.
* Maintain knowledge of support and security policies and promote these within the team.
* Provide support and guidance to fellow service desk technicians; assist service desk engineers and the service desk manager with additional duties as required.
* Actively develop yourself by seeking feedback and learning opportunities.
Requirements and How to Apply
You must upload a CV and Supporting Statement via the attachments part of your application. This is required for shortlisting; describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your CV and Supporting Statement, your application will not be considered.
Birmingham City Council is an accredited Disability Confident Leader employer and is committed to employing, retaining and developing all of our people. Please indicate any reasonable adjustments or accessibility needs for your application. The closing date is 1 September 2025 at 23:59. Interviews will be conducted virtually via video conferencing. Shortlisted candidates will receive further information. For informal enquiries contact: Resourcing@birmingham.gov.uk. Ref: BCC3017. We welcome applications from people with caring responsibilities and flexible working options.
Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements. Non-UK applicants (excluding Ireland) must hold a relevant visa.
Job Description and Person Specification – same posting for internal and external candidates.
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