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© 2019 Royal Borough of Kingston Upon Thames

digital.jobs@kingston.gov.uk / 020 8547 5728

Digital customer support - permanent

Position summary

Working in the Digital Customer Support team, you will be responsible for providing support to a multi-site user base of approx 5000 staff.  Kingston and Sutton are modern multi-site councils who use Google G-suite as the cornerstone of their move to the cloud.

Salary: £23,187- £37,842

Role purpose

The role reports directly to a Digital Customer Support Lead and its main purpose is to: 

  • Receive, manage and assist in the resolution of incidents, issues and problems raised via tools, customer-initiated tickets, calls and other means according to SLA

  • Carry out customer requests for new IT hardware, software and access according to SLA

  • Deliver excellent customer service 

  • Provide a "one touch" fix  with the use of standard fixes/workarounds

  • Log and allocate incidents to the appropriate support team within agreed processes

  • Provide advice and guidance for all standard core applications or route support to the relevant support team 

  • Ensure all incidents, service requests and standard changes are fulfilled as soon as possible and within SLA

  • Assure the quality of the data entered into the IT Service Management system 

  • Drive up the “first time fix” ratio  by ensuring the documentation of workarounds/ fixes to known problems 

  • Ensure IT asset documentation is maintained by the application of strict change management and recording

  • Report any security breaches or weaknesses to the Security Manager

  • Suggest problems to be investigated by the Problem Manager

  • Be aware of and understand new projects and software being rolled out to be able to deliver changes to customers

  • Adopt a creative approach to problem solving to ensure resolution

  • Create and maintain support documentation for use by Digital Customer Support and other teams

  • Act as a technical specialist to solve known problems and improve the customer experience

  • Ensure that all documentation is written, maintained and executed to the highest standards and act as a champion of the Quality Management System (QMS)

  • Ensure the security of the IT systems both physically and logically

  • Work within the council’s ITIL Framework.


Main duties of the job for appointment at or progression to Senior Digital Customer Service at Grade H also include:

  • Taking responsibility of calls escalated to them to ensure resolution

  • Demonstrating ability to resolve more complex issues

  • Building appropriate and effective business relationships

  • Advising on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives

  • Carrying out agreed operational procedures, including configuration, installation and maintenance

  • Assisting in the collection and presentation of performance metrics 

  • Working with the Problem Manager to resolve complex calls

  • Understanding the range of projects and activities being delivered as part of the Digital Strategy and be able to identify opportunities for wider implementation

  • Being a champion for the Digital Strategy and be able to articulate the benefits of technology

  • Working with the Digital Ambassadors across the council to drive the take up of digital services

  • Ensuring that the information for Digital & IT on the intranet is fit for purpose, up to date and in plain English.

The person

In order to successfully deliver the responsibilities of the role, you will need to: 

  • Demonstrate excellent technical competence across a variety of systems and tools (G-Suite administration and support preferable)

  • Question and challenge ways of working, with an understanding of the bigger picture in terms of the corporate context and external environment  

  • Demonstrate agility and adaptability in mindset and ways of working 

  • Work successfully with key stakeholders within and outside of the council 

  • Demonstrate commitment to own personal and professional development to meet the changing demands of the role 

  • Demonstrate innovation and creativity

  • Actively engage in positive cross organisational communications and team working

  • Communicate clearly, confidently and appropriately with colleagues using the best methods of communication for the task.



  • Knowledge of technical set up, support and operation of hardware, software and client side ecosystem

  • Active Directory administration

  • Google Suite administration

  • Foundation level understanding of ITIL 

  • Strong understanding of the use of an IT Service Management system for day to day Incident, Service Request and Standard Change processes.

  • Broad understanding of the councils’ core business 

  • Understands the vision and strategic  goals of the organisation, directorate and service

  • Experience of working with the processes, systems and functions in IT environments

  • A track record of delivering excellent customer service.

Full details of the Digital Customer Support position

Apply for the role of Digital Customer Support