I.T. Helpdesk Support Officer

I.T Help Desk Support Officer

Are you passionate about IT and enjoy helping people solve problems? Tonbridge & Malling Borough Council is a cloud-first authority with an ambitious digital strategy, and we are looking for someone to join our friendly IT team and help us deliver a great service to our staff and Members.

As an IT Help Desk Support Officer, you will be one of the first people our users turn to when they need help. You will get involved in a wide range of technology, from laptops, mobile devices and Microsoft 365 through to Intune, networking and server support as your skills develop. The role is career graded across Grades 4, 5, 6 and Senior Officer, so there is real scope to grow your technical knowledge and take on more responsibility as you progress. Progression is based on demonstrating the skills and requirements of the next grade through the Council’s competency and approval arrangements.

Key Responsibilities

Help our users by diagnosing and resolving IT problems and service requests, providing first-line and, depending on your grade, some second-line support.

Keep Help Desk calls moving by logging, prioritising, updating and escalating them when needed, while keeping clear and accurate records.

Support PCs, laptops, tablets, mobile phones, printers, peripherals, Microsoft Windows 11 and approved corporate software.

Help users get the most from Microsoft 365, Teams, Outlook, Exchange Online and our contact-centre and telephony services, as well as supporting devices managed through Microsoft Intune.

Set up and configure laptops, PCs, software and mobile devices using tools including Microsoft Configuration Manager and Microsoft Intune.

Support joiners, movers and leavers and help keep our hardware, software and licence records accurate and up to date.

As your skills develop, get involved in areas such as workstation imaging, networking, server support, software deployment, backup monitoring and data restoration.

Use approved remote-support tools to troubleshoot software, hardware and configuration issues.

Play your part in keeping the Council secure by spotting and escalating security incidents, malware, suspicious activity, data breaches or lost equipment.

Follow the Council’s requirements for cyber security, information governance, data protection, confidentiality, health and safety and privacy.

Provide support at Council premises and other locations within the Borough where required.

Key Skills and Experience

Some experience of customer service or technical support, with the confidence to take ownership of requests and help see them through to resolution.

A friendly, helpful approach with good communication skills and the ability to stay calm when someone needs support.

A practical approach to problem solving and the ability to work out what needs attention first.

Familiarity with Microsoft 365 applications and services, Microsoft Windows desktop environments and common end-user hardware.

Understanding of basic IT, data backup and information-security principles.

Ability to follow technical procedures, maintain accurate support records and work both independently and as part of a team.

A genuine interest in IT and a willingness to learn, develop your technical skills and take advantage of training opportunities.

Ability to undertake the practical requirements of installing and moving IT equipment, using appropriate equipment, assistance and reasonable adjustments where required.

Ability to travel to Council premises and other locations within the Borough as required.

Desirable Experience

Previous experience of an IT service desk or a technical support environment.

Knowledge of Outlook, Exchange Online, Microsoft Teams, Microsoft Intune, Windows Server or Linux.

Understanding of TCP/IP networking, endpoint protection, device compliance, backup and recovery, software deployment or asset management.

Experience of creating user guidance or knowledge articles.

A relevant IT qualification, apprenticeship or certification, or equivalent practical experience.

Previous experience of Local Government or IT within a large organisation.

Please refer to the job description for further information about the requirements at each grade and how progression through the career grade and salary scale is likely to be assessed.

If you enjoy technology, like solving problems and get satisfaction from helping people, this could be a great opportunity to build your career in IT. Depending on the knowledge, skills and experience you bring, you may be appointed at the appropriate point within the career grade.

If that is you, we would love to hear from you!

Benefits include generous annual leave entitlement, easy parking, a supportive team environment, training and continuing professional development, and eligibility to join the Local Government Pension Scheme.

Discover what it’s like to work at Tonbridge and Malling Borough Council and explore the benefits we offer:

Tonbridge and Malling Borough Council - Working for Us

The Council is committed to maximising equality of opportunity and intends to select the best available person for every vacancy, regardless of any protected characteristic under the Equalities Act, involvement in a trade union, or criminal convictions which are ‘spent’.

For an informal discussion about this role, please contact Robert Abraham, IT Technical Architect and Support Manager, by emailing Robert.Abraham@tmbc.gov.uk (direct candidates only, strictly no agencies).