Digital Support Technician Apprentice – Hull City Council – Hull, HU1 1EP – £15,600-£24,784.50p/a

The provision of a service desk facility providing first line advice and guidance on areas including on ICT, Finance HR, Payroll and Procurement. This covers the resolution of routine queries, guidance on policies and processes and escalation of complex queries to the 2nd line and 3rd line support teams. 

• Provides a comprehensive, accurate, efficient and customer focussed service desk function for the Council acting as first point of contact for employee, Manager and other service requests
• Actively promotes knowledge management and self-service to manage customer demands ensuring the Council’s self-service approach becomes embedded and continues to develop
• Resolves service requests at first point of contact in a professional, supportive and positive manner ensuring that high levels of customer satisfaction are achieved, fostering a culture of improving standards
• Maintains high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution ensuring that KPIs and target resolution times are achieved
• Fully explores service requests, as necessary resolving complex matters and also identifying situations which require escalation
• Proactively operating the escalation procedure in order to provide for an effective and efficient service for customers with high levels of customer satisfaction
• Actively engages with customers, advising and resolving issues including those of a complex nature, recognising the potential impact of the issue on the person and taking responsibility for progressing the issue to a satisfactory outcome
• Updates the procedures and processes used within the Service Desk, continually developing the knowledge base and updating the Service Desk scripts/frequently asked questions to ensure continuously improving standards of customer service
• Proactively builds and develops a positive reputation for the Service Desk by acting as an ambassador when dealing with other colleagues and customers ensuring a positive customer focused approach at all times
• Contributes to the monitoring and review of Service Desk working practices in order to achieve and develop KPIs, maximise customer satisfaction and identify/ develop areas for improvement
• Takes responsibility for developing and maintaining a high level of personal familiarity with the functions located in Council
• Directorates and the processes/support functions covered by the Service Desk. Provides ongoing and comprehensive training for Service Desk Operatives including through the medium of the telephony system to ensure knowledge and skills are developed, maintained and improved 
• The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health & safety and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

• English GCSE, grade 4/C (Essential)
• Maths GCSE, grade 4/C (Essential)