Technical Support Officer

Job Purpose

The Technical Support Officer is responsible for delivering high-quality customer service, administrative support, and technical assistance to customers, colleagues, and external stakeholders. Acting as a frontline representative of the department, the post holder will provide advice, guidance, and technical support for routine enquiries and service requests. The role involves supporting both office-based and field operations, ensuring services are delivered efficiently, accurately, and in accordance with organisational policies and procedures.

Key Responsibilities

• Provide a professional and customer-focused frontline service as the first point of contact for customers, internal departments, partner agencies, and members of the public.
• Respond to customer enquiries through various channels including telephone, email, online systems, and face-to-face interactions.
• Deliver technical and administrative support to departmental operations, ensuring services are delivered efficiently and effectively.
• Investigate, resolve, or escalate customer issues and technical queries within agreed service standards.
• Maintain accurate records, databases, and case management systems, ensuring data integrity and compliance with information governance requirements.
• Process service requests, applications, and transactions in line with established procedures and service level agreements.
• Support field-based operations by coordinating activities, maintaining documentation, and providing operational assistance where required.
• Liaise with internal teams and external partners to resolve issues and ensure seamless service delivery.
• Monitor workloads and prioritise tasks to meet deadlines and performance targets.
• Contribute to service improvements by identifying process efficiencies and recommending enhancements.
• Ensure compliance with health and safety regulations, data protection legislation, and organisational policies.
• Participate in training and development activities to maintain up-to-date technical knowledge and customer service skills.
• Provide support during service incidents, operational disruptions, or emergency situations as required.

Experience Required

Essential

• Experience of providing customer-facing support in a busy service environment.
• Experience handling enquiries, complaints, and service requests using a range of communication methods.
• Experience of carrying out administrative tasks and maintaining accurate records.
• Experience using IT systems, databases, and Microsoft Office applications.
• Ability to prioritise workloads and manage competing demands effectively.