Job Purpose
The provision of a service desk facility providing first line advice and guidance on areas including on ICT, Finance HR, Payroll and Procurement. This covers the resolution of routine queries, guidance on policies and processes and escalation of complex queries to the 2 line and 3 line support teams.
To contribute to the knowledge base for self service problem solving by managers and staff by accessing information sources including frequently asked questions.
To contribute to the continuous improvement of the service to meet and exceed customer expectations, tracking and identifying issues for resolution and improvement.
The postholder will contribute to the overall success of the Integrated Business Centre by being accurate, efficient and customer focussed.
Apprenticeship Overview
Apprenticeship level: Level 3
Programme: Digital Service Technician
During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Level 3 Digital Service Technician qualification.
The training covers the following core occupational duties:
https://skillsengland.education.gov.uk/apprenticeships/st0120-v1-1
Key responsibilities:
- Provides a comprehensive, accurate, efficient and customer focussed service desk function for the Council acting as first point of contact for employee, Manager and other service requests.
- Actively promotes knowledge management and self service to manage customer demands ensuring the Council’s self service approach becomes embedded and continues to develop.
- Resolves service requests at first point of contact in a professional, supportive and positive manner ensuring that high levels of customer satisfaction are achieved, fostering a culture of improving standards.
- Maintains high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution ensuring that KPIs and target resolution times are achieved.
- Fully explores service requests, as necessary resolving complex matters and also identifying situations which require escalation. Proactively operating the escalation procedure in order to provide for an effective and efficient service for customers with high levels of customer satisfaction.
- Actively engages with customers, advising and resolving issues including those of a complex nature, recognising the potential impact of the issue on the person and taking responsibility for progressing the issue to a satisfactory outcome.
- Updates the procedures and processes used within the Service Desk, continually developing the knowledge base and updating the Service Desk scripts / frequently asked questions to ensure continuously improving standards of customer service.
- Proactively builds and develops a positive reputation for the Service Desk by acting as an ambassador when dealing with other colleagues and customers ensuring a positive customer focused approach at all times.
- Contributes to the monitoring and review of Service Desk working practices in order to achieve and develop KPIs, maximise customer satisfaction and identify/ develop areas for improvement.
- Takes responsibility for developing and maintaining a high level of personal familiarity with the functions located in Council Directorates and the processes/ support functions covered by the Service Desk. Provides ongoing and comprehensive training for Service Desk Operatives including through the medium of the telephony system to ensure knowledge and skills are developed, maintained and improved
- The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health & safety and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy.
Essential skills, characteristics and experience
- Qualifications: Grade 4: GCSE’s in English and Mathematics grades A to C or NVQ2 in appropriate subject area or equivalent experience.
- European Computer Driving Licence Desirable
- Experience in the use of Computerised systems e.g. Oracle, Assyst etc
- Experience of training; advising; guiding; supervising staff
- To demonstrate initiative and contribute informed ideas acquired through experience
- Experience of working with information to ensure confidentiality
- Experience of first line service desk and customer service functions in a complex organisation including advising on and resolving queries at first point of contact.
- Experience of participating within and effectively contributing to a team working to deliver success
- Experience of ensuring continued developments and refinements of service desk operations
- Ability to be able to communicate at all levels.
- Ability to act on own initiative and take appropriate action, and to demonstrate problem analysis/ solving skills.
- Ability to adhere to a strict code of confidentiality.
- Ability to work methodically and with attention to detail.
- Ability to be assertive when placed under pressure by others
- Able to work under pressure and to deal with difficult customers in a consistent and professional manner.
- Ability to form good working relationships at all levels.
- Assertive, confident, positive and professional manner
- Strong attention to detail in logging service requests, updating call details and managing call closure.
- A desire to provide exceptional customer service demonstrating an awareness of the impact of the interaction on the customer
- Good knowledge of the policies and processes for, at least one of, the areas covered by the Service Desk eg HR, ICT, Payroll, Procurement, and Finance
- Knowledge of transactional processes with the ability to advise others.
- Knowledge of Data Protection Act and Freedom of Information Act.
- Good knowledge of the organisation and its requirements to provide an effective Integrated Business Centre.
- Awareness of incident management and request fulfilment approaches to service delivery.
- Excellent verbal communication at all levels
- Must have the ability to communicate with internal and external customers, new and existing employees in a professional manner
- Clear, concise and articulate in verbal communication.
- Excellent customer service skills
- Training skills to assist with the development of others
- Clearly spoken with a good telephone manner
- Owning calls received and ensuring a right first time approach to solving issues
- Clear, concise and articulate in written communication
Requirements
It is a requirement to have five GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships.
Eligibility
You must meet the following eligibility criteria to apply for the role:
- Have been a UK/EEA resident for the last 3 years
- Hold valid residency status
- Have the right to work in the UK
Pay: £15,600.00-£24,784.50 per year
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
