Norfolk County Council is seeking a skilled and dedicated Senior Service Desk Assistant to oversee our IT service desk operations. This role requires an individual with strong leadership abilities, a proactive approach to problem-solving, and a commitment to enhancing service delivery. If you are prepared to guide a team and drive operational excellence, we invite you to apply.,

• Lead a team, manage availability, providing guidance, support, and direction to ensure high performance.
• Oversee the daily operations of the service desk and Tech Deck, ensuring efficient and effective delivery of IT support services.
• Coordinate daily ticket management, reviewing ticket volumes, prioritising Incidents, and offering assistance to the team as needed to maintain service levels.
• Act as the primary point of escalation for complex or long-standing issues, conducting thorough investigations and collaborating with the support team to achieve resolution.
• Monitor and manage aged tickets, driving progress to ensure timely completion and customer satisfaction.
• Analyse recurring ticket trends, identifying underlying issues and escalating findings to problem management for long-term resolution.
• Identify opportunities to enhance IT service desk processes, implementing improvements and automation where feasible to increase efficiency.
• Develop and maintain comprehensive documentation and FAQs to support both the service desk team and Norfolk County Council customers.
• Assist with IT communications, ensure the team is informed of scheduled maintenance or potential disruptions, facilitating smooth operations during such events.
  
  We are looking for a candidate with IT experience, eager to develop their IT Service Management skills, with a keen eye for detail, and a passion for delivering exceptional IT support. If you are ready to take on this opportunity, we look forward to your application.
  
  We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.
  
  Competitive salary
• Generous holiday entitlement
• Health and Wellbeing services including fast-track physiotherapy and a free counselling service
• Flexible working opportunities including flexi-time, part time, remote and hybrid working - dependent on your job role and business need.
• Financial benefits such as:
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for Fire Service and Social Care Workers
• Relocation expenses (where applicable)
• An advance of your expenses if you travel for work
• Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants' pensions
• Tax efficient ways of getting extra pension and new bikes
• Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
• A payment if you refer someone you know to a hard to fill job