Service Desk Officer (2 Posts) - REQ03508 - 406394

INTERNAL APPLICANTS MUST APPLY VIA MYSELF

This vacancy is internal and open to applications from employees of North Lanarkshire Council and Associated Employers* only. The "Apply now" button is not activated for this role. Please log into your MySelf account for further instructions on how to apply as an internal candidate.

*Fusion Assets, NLP LLP

NLC5 £27,324 - £28,861 (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 0800 - 1800 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.

For more information on local authority careers visit the myjobscotland career hub

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy.

Click here to see our Recruitment Charter.

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip. You will only be paid for the hours that you work.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description. 

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description. 

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People. 

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link. 

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone .

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL 

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***