IT Support Assistant

Job title: IT Support Assistant

Salary: B3 £27,274 - £29,071

Hours: 37

Contract: Permanent

Location: Hybrid working

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions .

The Integrated Digital Service (IDS) supports Leeds City Council and a range of partner organisations, including West Yorkshire Joint Services and Aspire, as well as health and care partners such as the NHS Leeds Integrated Care Board. This breadth of activity offers unique opportunities to work across multiple services and teams; all aligned behind a common objective of ensuring our colleagues have the support they need to deliver high-quality services for Leeds.

Leeds City Council is one of the region's largest and most diverse employers, providing services that touch the lives of thousands of people every day. IDS underpins these services by using user insight and innovative technology to deliver accessible, dependable and user-friendly solutions, while driving continuous improvement across the organisation.

Join a growing team in a city recognised for digital excellence and help us innovate in ways that make a real difference to the people of Leeds.

We're recruiting IT Support Assistants to join the Service Desk & Service Request team. The role has a strong focus on 1st line phone-based support, alongside elements of Service Request fulfilment and incident troubleshooting — so we're looking for well-rounded individuals with excellent telephone manner and a strong customer service focus, ready to support a varied user base with IT requests and faults.

What You'll Be Doing

• Providing first line IT support by telephone to staff across the council, our customers and partners
• Logging tickets relating to IT Service Requests and Incidents
• Learning and developing your skills in troubleshooting software and hardware issues
• Providing face-to-face IT support when required
• Supporting colleagues across the council, NHS organisations and other partners
• Participating in meetings and contributing ideas and solutions
• Working to deadlines and helping ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met
  
  

Key Skills Required

• Strong customer service skills
• Strong written, verbal and interpersonal communication skills
• Ability to identify problems and take initiative in finding solutions
• A logical, technical mindset – comfortable working through unfamiliar IT issues methodically to find a fix
• Interest in IT, with a willingness to learn and develop
• Good teamwork skills, alongside the ability to work independently
• Strong time management and the ability to prioritise tasks
• Flexibility — our services run from 8am to 5:30pm, and you'll work on a rota pattern within these hours
  
  

Nice To Have But Not Necessary

• Interest and/or experience working with Microsoft products
• Previous experience in a customer-facing role
• Interest and/or experience in IT troubleshooting
  
  

What We Provide

• Full onboarding training (initial 3 months), with ongoing training and development throughout the year
• Genuine opportunities for growth and development - Rather than simply passing issues on, our team members are encouraged and supported to resolve incidents at the first point of contact, developing their knowledge and confidence while delivering excellent customer service
• Regular 1-2-1s to support your development
• Flexible working
• The ability to build up flexi-time
• A friendly, supportive working environment
• Hybrid working, with a mix of office and home working
• Minimum 24 days holiday plus bank holidays
• Pension scheme
  
  

We know how important it is that staff are well trained, given the chance to develop, and motivated in their work. We offer a range of training opportunities and are focused on helping you get the most out of the role — while giving you room to progress and grow your career within Leeds City Council.

If you'd like to find out more about the role or have any specific questions, please email ICT.Resources@leeds.gov.uk with the job reference number, your name, email address and a contact telephone number, and we'll arrange for someone to get in touch.

How To Apply

Please complete the online application form.

Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

This position requires a Baseline Personal Security Standard check. A Basic Check will be carried out on preferred candidates

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate, and drawn from your own genuine experience. Where plagiarism is identified, or content appears to have been generated using AI rather than reflecting your own experience, your job application may be withdrawn.

Job Description

Job purpose

Customer Service is very important in this role. The successful candidate must possess an excellent understanding of what constitutes good customer service and be capable of evidencing why this is important in an IT support role

Our Customer Base

• Leeds City Council Employees and Elected Members
• West Yorkshire Integrated Clinical Service (WYICS)
• West Yorkshire Joint Services (WYJS)
• Aspire Leeds
  
  

IDS Service Centre Structure and Career Progression

There are 6 levels of progression with the IDS Service Centre:

• Head Of Service
• Service Delivery Manager – PO4
• Service Centre Team Manager – PO2
• IT Officer – SO1
• IT Support Assistant – B3
• IT Support - A1/A3
  
  

Each role has a set of essential and desirable technical skills associated with it alongside complimentary and essential core competencies. The roles require a wide range of skills. It is not expected for any one individual to have every skill at the identified level.

Although progression isn’t automatic within Leeds City Council, there are many opportunities to progress within the Information Digital Service. Staff can apply for roles within IDS. Roles can be permanent positions or temporary arrangements through secondments.

The Service Centre works closely with third line technical teams such as: Security, Networks, Identify and Monitoring, Unix, Microsoft Server, Exchange, Service Development and Application engineering teams.

IDS is also advancing its cloud transformation journey through the adoption of Microsoft Teams, Microsoft 365, SharePoint Online and OneDrive, providing colleagues with modern tools that support collaboration, productivity and flexible working across the organisation.

Responsibilities

• Dealing with the day-to-day first and second line hardware and software requirements for a large organisation which includes ‘Incidents’ and ‘Service Requests’ for IT related services
• Supporting a large and varied user-base who use multiple systems and services. Support is predominantly over the telephone with some face-to-face opportunities as part of the service offering
• An understanding of different IT hardware / software is required in or order to diagnose and resolve user incidents and issues. Issues will range from: general straightforward advice / first-line fixes such as password resets to more complex technical incidents such as user account queries and mobile device / tablet issues etc.
• This role will also include a range of day-to-day administrative duties
• Candidates must be prepared to work flexibly to cover operational hours (08:00 -17:30 Mon-Fri) as part of a rota. The role will require a mixture of office and remote working
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
  
  

Qualifications

• It is desirable for the post holder to hold an appropriate level of qualification, or to have undertaken appropriate training in-line with this role.
  
  

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

• IT Infrastructure (A/I)
• Contributes, under supervision, to routine infrastructure operation.
• Ability to develop an understanding of infrastructure components and services by following the activities of experienced colleagues.
• Customer Service Support (A/I)
• Receives and handles requests for service, following agreed procedures.
• Promptly allocate calls as appropriate.
• Create incidents and service requests and maintain relevant records.
• Incident Management (A/I)
• Follow agreed procedures to identify, register and categorise incidents.
• Gather information to enable incident resolution; allocate incidents as appropriate.
• Systems Install and Removal (A/I)
• Contribute, under supervision, to routine infrastructure operation.
• Develop an understanding of infrastructure components and services by following the activities of experienced colleagues.
• Ability to work on own initiative and take accountability for area of responsibility.
• Experience of developing and sustaining constructive working relationships both internal and external
  
  

Essential Behavioural And Other Characteristics

• Understand and embrace Leeds City Council values and behaviours and codes of conduct
• Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
• Able to understand and observe Leeds City Council policies and proceduresCarry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
• Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters
  
  

Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates.

• Configuration Management (A/I)
• Apply tools, techniques and processes to administer, track, log, report on and correct configuration items, components and changes.
• Assist with audits to ensure the accuracy of the information and undertake any necessary corrective action under direction.