Salary: £22,777 – £24,496

The Role:

IT Customer Service Advisor – £22,777 – £24,496 per annum

This is a perfect position for an outgoing and friendly individual who enjoys and excels at working on a busy service desk environment and prides themselves on great customer service.

As an IT Customer Service Advisor, you will be the first point of contact for the ICT service. You will need to be able to gather the relevant information to allow a customer’s request to be dealt with promptly and efficiently.  You will be trained to be able to resolve straightforward IT issues.  For issues that you are unable to resolve you will ensure that the request is passed to the appropriate IT team. You will also receive training to ensure that new members of staff, or those receiving new equipment, are provided with all the information they require to be able to use South Worcestershire IT systems.  In addition you will ensure that information on all IT assets is kept up to date.  This includes IT equipment, licenses, users, and software.

Key Duties:

  • Service Desk Call handling via the telephone and direct contact
  • Deal effectively and efficiently with straightforward first point of contact issues
  • Triage other requests and ensure they are passed to the relevant IT team.
  • Formulating and maintaining all ICT documentation in accordance with ITIL
  • Ensure that new staff and those receiving new equipment have all the information they need to use the IT systems effectively.
  • Maintain IT inventories
  • Ensuring the security and integrity of all IT applications and data
  • Other admin duties for the IT team as required.

This is a busy role which will require an excellent customer service focus, great organisation and strong communication skills alongside a flexible approach. We are looking for someone to quickly establish themselves in the role.

Key Requirements: 

You will have experience of working in a busy customer service environment and an interest in IT.  With a good analytical mind, you will be able to understand customer requirements and resolve issues efficiently.

The successful candidate will also have a general level of IT competence including use of the Microsoft Office suite of applications.

Skills & Experience:

You will need to have good oral and written communications skills and be able to work with people at all levels of an organisation. You will need a creative approach to problem solving, and the ability to multitask. You will need to exercise discretion, use initiative and make decisions whilst working at times without supervision. We are looking for someone who has the ability to maintain composure in a fast paced and pressured environment and who is able to plan and prioritise their own workload to meet required deadlines. 


About us: 

The ICT Shared Service Department provides ICT support and development to over 800 staff across South Worcestershire.   We provide ICT services to Malvern Hills District Council, Worcester City Council, Wychavon District Council, and their partners.

Do you have excellent customer service skills and looking to start a career in IT?  Are you looking for a permanent opportunity in the ever-changing world of IT?

We are looking for an individual has an interest in IT and is passionate about providing great customer service.  You will be joining the South Worcestershire ICT shared service team based at the Civic Centre in Pershore but with daily support across all our customer’s sites.

 Our staff are at the heart of what we do, and as a result we are always looking to recruit, develop and retain the very best talent we can find.  That’s why, as well as a rewarding career, we offer a range of attractive benefits, such as:

* Agile Working (40% minimum office based)

* Excellent pension scheme

* Generous annual leave entitlement

* Options to purchase additional annual leave

* Regular job-specific training

* On site Creche with 20% employee discount for fees

* Discounted Gym and swim membership

* Free Employee Assistance scheme including access to counselling services

* Free annual flu vaccinations

* Health and Wellbeing support

* Cycle to Work scheme

* Employee Discounts with a range of companies including EE, and

* Kaarp discount scheme which provides a range of employee discounts for days out and holidays

For further information about this exciting opportunity, please contact John Manners, ICT Development Manager, Tel: 01386 565408

 Closing Date: Sunday 4 June 2023

 Interview Date: Monday 12 June 2023

Supporting documents
Job Description
Employee Benefits

Location: Pershore

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