INTERNAL APPLICANTS MUST APPLY VIA MYSELFThis vacancy is internal and open to applications from employees of North Lanarkshire Council and Associated Employers* only.
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*Fusion Assets, NLP LLP NLC5 £27, - £28, (Plus Additional Payments for non-core hours) The Service Desk provides a single point of contact for IT support and is the front line and face of technology, interacting and supporting colleagues and staff daily.
As a valued Tier 2 member of the Service Desk, your responsibilities will include managing escalated tickets which involve complex/extended interaction with the end user.
You will take ownership of logged incidents/requests, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolutions and ensuring the incident log is accurately updated at all stages.
As well as providing exceptional customer services, you will work with the Service Desk Infrastructure Support Assistant to ensure technical validity of knowledge base articles.
You should have an SVQ3/HNC or equivalent SCQF level 6/7 qualification in an ICT related subject with experience in an ICT infrastructure development, support, and integration role, gained in an ICT infrastructure development or support environment.
The positions are based in Civic Square, Motherwell.
North Lanarkshire Council operate a hybrid working model where you will work in the office five out of ten days, with the rest of time working from home.
This role will be on a shift basis within the hours of - Monday to Friday.
There is also a requirement to participate in a standby rota once every five to seven weeks, to support essential services which operates 18.00 - 08.00 Mon-Fri & all-day Sat-Sun which attracts additional payments.
Working here at North Lanarkshire Council If you're considering a career with us, you'll be keen to know what's in it for you.
We have a great package of benefits available, from health and wellbeing to finances and family.
This includes 27 days annual leave and 6 public holidays*, and a wide range of benefits available to you, find out more at work well NL.
We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career.