Service Desk Technician

Permanent

Grade B - £28,598 - £34,434

Consultation grade - subject to formal evaluation under the Equal Pay Programme

Working 36.5 hours per week

Can you deliver excellent customer service and technical support? We are looking for someone to be the first point of contact for our service desk operation. You will play a crucial role in providing support via telephone, MS Teams and email. You will also support more junior team members, helping them develop their technical and customer service skills.

Duties and Responsibilities to include:

Represent excellence in service desk support delivery, performance, and technical ability.
Consistently deliver the highest level of customer service, productivity, and technical proficiency.
Support more junior team members, helping them develop their technical and customer service skills.
Answer common queries, diagnose, and resolve a wide variety of 1st line common and in-depth technical issues, including supported systems, products, and services.
Assign more complex issues to other technical teams and partners. Work with team leaders or management for escalations and speedy resolutions when required.
Provide the highest level of customer service experience, meeting the needs of users, officers, and members while adhering to the highest service desk KPIs and quality control standards.
Log all inquiries and provide first-time fixes to common service issues.
Log, manage, update, and resolve user incidents and requests within agreed SLAs, ensuring appropriate categorisation and priority level.
Exceed standard quality control and productivity targets.
Document incidents and requests accurately, recording all relevant information, and ensuring all 1st line diagnostic steps are followed.
Maintain high-level knowledge of support and security policies and actively promote and uphold these, supporting service desk agents in this area when required.
Provide support and guidance to fellow service desk technicians within all aspects of service desk operations. Assist the service desk engineers and service desk manager with additional duties as required.
Actively develop yourself by seeking opportunities for feedback and learning experiences.

About You

We’re looking for someone who is:
Eager to learn and grow in a fast-paced digital environment.
A problem-solver with good communication and collaboration skills.
Enthusiastic about working in an open, agile, and inclusive team culture.

Why Join Us?

You’ll be joining a team at the forefront of our digital transformation journey — one that’s committed to modernising services, improving performance, and delivering real impact. We offer mentoring, professional development, and the opportunity to work with cutting-edge technologies in an environment that values creativity, collaboration, and continuous learning.

For any informal enquires please contact: Resourcing@birmingham.gov.uk.

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Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

We are dedicated to supporting internal mobility and the development of our people. As such, applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered.

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.

Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.

Job Description and Person Specification https://enre.fa.em3.oraclecloud.com/cs/idcplg?IdcService=GET_FILE&dID=43975871&dDocName=UCMFA43927871&allowInterrupt=1