Grade 8
£33,366 - £37,938 (as of April 2024 pay band figures)
The Cheshire West and Chester Council Digital, Data and Technology (DDAT) department has recently undergone a significant transformation and is looking for a Service Desk Systems Officer. This role is responsible for managing and continuously improving the DDAT service desk application and related data management.
Cheshire West and Chester Council is committed to creating a thriving community through core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment. The council aims to provide high-quality services to its diverse customers and communities.
The Digital, Data and Technology (DDAT) department seeks an experienced and motivated Service Desk Systems Officer. The successful candidate will act as the application owner, managing the service desk application, analyzing problems and incidents, and providing insights to enhance user experience. This is an exciting opportunity to join a newly established, forward-thinking team with ambitious plans for the future. The role is classified as Grade 8, £33,366 - £37,938.
Responsibilities include:
1. Managing the DDAT service desk application, including updates, upgrades, testing, configuration, and communication with the user experience team and wider business to ensure service continuity.
2. Operating within established technical standards and ITIL procedures to maintain the application's technical integrity.
3. Following application management processes and liaising with colleagues to ensure consistency with wider practices.
4. Reviewing the fitness for purpose of the service desk application regularly with colleagues.
5. Implementing and ensuring the adoption of new functionalities by analysts and users.
6. Managing interfaces and integrations with the application.
7. Troubleshooting issues and collaborating with the user experience team and suppliers to develop solutions.
8. Providing technical support to business requests and issues.
9. Assessing application performance and identifying continuous improvements.
10. Producing user-friendly data and trend analyses related to problem, incident, demand, productivity, and service request management.
11. Managing relationships with the application supplier to ensure value and SLA fulfillment.
The ideal candidate will hold an NVQ Level 4 qualification in ICT or equivalent experience and have a background in IT/DDAT operational support with a focus on customer service.
For more detailed information, please review the full job profile. By joining Cheshire West and Chester Council, you will be part of a GOLD Investors in People (IiP) organization dedicated to building sustainable communities where everyone can thrive.
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