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Service Desk Advisor

Sandwell Metropolitan Borough Council
Sandwell, West Midlands
Closing date
6 Jun 2022
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We are seeking to appoint a highly motivated, adaptable and customer focused Service Desk Advisor. You will be joining our Digital Transformation team, providing first line technical assistance to internal council users that are handling customer contact via our successful online customer portal MySandwell.

In 2021 customer demand for high quality online services is greater than ever.  Handling around 50% of all the council’s customer contact from residents, MySandwell is an established self-service portal that provides some 150 integrated and efficient online services that are accessible and inclusive to the residents of Sandwell.

You will be the first point of contact for our internal users who are managing or providing the services online customers need. Providing first line support and troubleshooting to key council service providers, you will play an important role in ensuring that the systems and processes they rely on are effectively maintained and managed, so customers receive their services in the most efficient and effective way. MySandwell is fast becoming the council’s primary access point for transactional services, so maintaining the high level of satisfaction that customers have become accustomed to is important.

Supported by a team of experienced digital services developers, you will be responsible for triaging initial customer enquiries, providing advice and guidance to end users whilst carrying out first-time resolution of more basic technical requests and administration.  Therefore, excellent interpersonal and communication skills are essential to be successful within the role.  You’ll be provided with the required training to develop your technical skills and knowledge to undertake your role effectively and develop your skills for progression opportunities but will need to be proficient in using a wide range of relevant IT and business applications as a foundation for learning.  

You will be organised, have an analytical approach to problem solving, paying attention to detail and produce accurate work within agreed standards. You’ll work as part of a team and be required to work collaboratively with service stakeholders to interpret and understand service problems, so experience of working under pressure and with sensitivity and creativity whilst using your own initiative is essential.  Having affective communication skills, you will be able to deal with a diverse range of customers, primarily supporting staff over the telephone and through e-mail and face to face on occasions. 

It is essential that you have a collaborative attitude and a desire to learn, alongside a flexible approach and adaptable to different workstyles (i.e. agile and home working or working evenings or weekends where required) to meet dynamic business and operational needs.

You will need to be able to demonstrate some experience and competency in the following:  

  • Customer-focused. 
  • Providing technical support to customers and colleagues.
  • Supporting customer queries and requirements and ensuring that the Customer(s) are kept up to date with progress.
  • Understanding business needs and priorities. 
  • Use of Microsoft excel or other database systems such as Microsoft power BI
  • Able to interact well with stakeholders at all levels.  

If you have the desire to develop your technical skills and a passion for providing high standards of online customer experience, then this role will be a great opportunity for your next career move.

You will need to hold a minimum of 5 Grade C GCSE’s or equivalents, to include English and Maths.

Information for applicants
Personnel Specification
Job Description

To apply please click the Apply Now link below.

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