Integrated Digital Services (IDS) are at the start of our journey to a Cloud based Infrastructure collaborating with partners such as Microsoft, Google, and AWS along the way.

To support this, the IDS Service Centre is looking to recruit IT Support Assistants to join our team. The role is primarily telephone based so we are looking for someone who has excellent phone manners and is focused on providing a high standard of customer service supporting a varied user base with IT related requests and faults.

What you’ll be doing:

Providing 1st line IT support to staff across council, our customers, and partners
Receiving and logging all IT queries
Prioritising all requests and incidents reported and highlighting queries that require escalating
An understanding of troubleshooting Software and Hardware issues
Face to face IT support
Supporting the work of Local Government and NHS organisations
Participating in meetings and putting forward ideas and solutions
Working to deadlines and ensuring Service Level Agreement (SLA’s) and Key Performance Indicators (KPI’s) are met

Key skills required:

Strong customer service skills
Strong written, verbal communication and interpersonal skills
Ability to identify problems and take own initiative in finding solutions
Genuine interest in IT with a willingness to learn
Ability to work as part of a team as well as independently
Flexibility, our services are open from 8AM till 5:30PM and you would be expected to work on a rota pattern between these hours

What we provide:

Full training and development opportunities including Linked-in and AWS
Regular 1-2-1 meetings
Flexible working
Friendly and supportive working environment
Hybrid working (mixture of office and home working)
There may be opportunities in the future for varied working patterns as we look to bring in an extended service

We realise how important it is to ensure that the staff are well trained, given the opportunity to develop and are motivated to work. We provide various types of training opportunities and we are focused on development to get the best out of you but also allow you to progress and climb the career ladder within Leeds City Council.

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

Leeds City Council is a caring and responsible employer and beyond working on exciting projects that impact the city of Leeds you’ll receive great benefits including a minimum of 26 days holiday plus bank holidays increasing by 5 days after 5 years and the opportunity of home working, compressed hours, flexi-time and a pension scheme.