Digital Field Support Officer

The Corporate Services directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation. The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs. It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community.

About the Role

As a Digital Field Support Officer you will be responsible for:

- Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.

- Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.

- Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed.

- Supporting the Service Desk and their responsibilities when required.

- Proactively keeping users informed throughout all stages of all processes.

- Receiving, reviewing and updating documentation to assist with the resolution of incidents and the fulfilment of requests.

- Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.

- Consulting with appropriate IT service colleagues to support real time trend analysis on received incidents to identify wider problems or serious incidents and notify them of such occurrences.

- Supporting the liaison with 3rd party suppliers to ensure that issues are dealt with within agreed SLA's

- Providing on-site support and guidance to users of devices and systems as required.

- Participating in team meetings, training, and other team activities.

- Working with other team members, and business managers across the department to improve support to the business.

- The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.

This role offers the chance to make a real difference by helping front line services to deliver the deliver to the residents of Thurrock

We're looking for someone who has:

Skills & Abilities (Essential)

- Ability to install and configure standard desktop applications

- Strong customer service skills in a busy environment

- Ability to accurately capture and record incident information

- Effective written and verbal communication with customers and IT colleagues

- Flexible approach to work

- Ability to proactively manage issues and meet deadlines

Knowledge (Essential)

- Knowledge of Microsoft Office (2010 onwards)

- Experience using service desk tools

- Understanding of Microsoft operating systems

Experience (Essential)

- Experience working in a customer service environment

- Experience providing ICT support

- Strong customer service ethos

Other Requirements (Essential)

- Demonstrates organisational values and behaviours

- Ability to support and guide non-technical users

- Understanding of health and safety in an office environment

- Willingness to work flexibly (including remote/home working)

- Must hold a valid UK driving licence and be able to drive

Equality & Compliance (Essential)

- Understanding of equality and diversity principles

- Commitment to complying with council policies

Essential Qualifications:

- ITIL Foundation

- COMPTIA A+ Certification

At Thurrock Council, we value our employees and offer a comprehensive benefits package, including:

- Generous annual leave entitlement

- Local Government Pension Scheme

- Flexible and hybrid working opportunities (where applicable)

- Ongoing training and professional development

- Employee assistance programme and wellbeing support

- Staff discounts and local offers

- A supportive and inclusive working environment

Important Dates