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© 2019 Royal Borough of Kingston Upon Thames

hrhelpdesk@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

Closing date: 5th January 2020

Role purpose

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

  • Provide analysis, diagnosis, escalation and resolution of level 1 and level 2 IT issues, queries and requests - both face to face and remotely

  • Troubleshoot IT-related problems from in-house software to hardware, such as mobiles, MFDs, Chrome and Windows devices

  • Escalate unresolved calls to the relevant support teams

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

  • Deliver excellent customer service

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

  • Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner

  • Work within the council’s ITIL Framework.

The person

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

  • Demonstrate strong multi-tasking abilities and enjoyment of working in a dynamic and rapidly changing IT support environment 

  • Demonstrate excellent organisational and troubleshooting skills

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

  • Maintain a high degree of customer service for all support queries and adheres to all service management principles

  • Demonstrate agility and adaptability in mindset and ways of working

  • Be able to work successfully with key stakeholders within and outside of the organisations 

  • 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

  • Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner

  • Contribute to support documentation and knowledge articles to assist colleagues and to promote self service within our user base

  • Have a broad understanding of the councils’ core business.

 

Experience

  • Strong experience with the technical set up, support and operation of hardware, software and client side ecosystems

  • Active Directory administration

  • Administering and supporting G-Suite  

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

  • Contributing to support documentation and knowledge articles to assist colleagues and to promote self service within our user base

  • Telephony support and administration (UNIFY preferably)

  • Foundation level understanding of ITIL

  • Practical 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