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IT Support Technician HCC14504

Job Details:

Salary Range: £18,426 - £19,407 per annum
Work Location: Elizabeth II Court, The Castle, Winchester
Hours per week: 37
Contract type: Permanent
Closing date: 18 September 2019

Are you looking for either your first opportunity within IT Support or the next step in your career?

Hampshire County Council provides high quality public services to over a million customers and is one of the highest performing local authorities nationally. Our IT Service Desk plays a vital role in providing first level IT customer support both via the telephone and self service options, across a wide range of systems, applications and services, to our employees, schools and partners. Working within a supportive team you will deliver excellent customer service, ensuring all incidents are logged within the incident management system and resolved at the first point of contact or assigned to the correct resolver team.

With a basic knowledge of IT including experience of using Microsoft Windows and Office applications, you will be able to absorb information quickly and understand new technologies/solutions. You will have excellent interpersonal and communication skills - both oral and written, together with the ability to identify, analyse and solve problems in a logical and effective way.

If you would like the opportunity to gain proficiencies across a range of technologies and applications, and wish to play a major part in transforming the way people work and the way we deliver our services, this could be the role for you.

Role Responsibilities:
  • Work within the IT service desk team, providing remote first level support.
  • Create and update detailed logs of the work you've undertaken.
  • Respond to requests which are logged using self-service.
  • Use a wide variety of tools to diagnose and resolve incidents.
  • Refer to documentation and follow Service Desk procedures to ensure all incidents get resolved efficiently.
  • Work with colleagues to ensure documentation and procedure stay up to date and relevant.
  • Liaise with second and third level support teams to escalate and resolve problems where necessary.
  • Perform other IT related tasks as directed by the IT Service Desk Team Leader.
  • Take a keen interest in IT, keeping up to date with latest technological developments.
  • Ensure adherence to corporate policies, including Equality & Diversity and Health & Safety.
  • It may be a requirement of the role holder to deal with confidential information and a strict regard for confidentiality is essential.
  • Ensure security of assets is maintained and adopt appropriate security measures in workplace and any restricted access environments.
Role Requirements:
  • Good standard of general education
  • Ability to demonstrate a decent level of IT knowledge, as well as enthusiasm to learn and a desire to progress a career in IT
  • Excellent interpersonal and communication skills with ability to communicate at all levels, including oral, written, presentation and briefing others.
  • The ability to produce clear verbal/written instructions and accurate, understandable documentation.
  • Ability to identify, analyse and solve problems in a logical and effective way.
  • Ability to quickly absorb information and understand new technologies/solutions.
  • Self-motivated approach to work.
  • Ability to work as part of a team.
  • Strong interpersonal skills and the ability to relate well to people at different levels.
  • Ability to work quickly and accurately and to deadlines with minimal supervision.
  • Ability to remain polite and calm under pressure.
Working Conditions:
  • Occasional lone working
  • Display Screen Equipment
Vetting Requirements:
Contact details for an informal discussion:

Please contact Ian Grainger, Service Desk IT Team Leader - 01962 847503


Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

Corporate Equalities Employment Policy:  In order to combat indirect discrimination, no unnecessary conditions or requirements will be applied to any for achieving equality of opportunity in its employment practices. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of their gender, disability, age, ethnic or national origin, marital status, creed, sexuality, trade union activity or responsibility for dependants unless a Genuine Occupational Qualification (GOQ) applies. In order to combat indirect discrimination, no unnecessary conditions or requirements will be applied to which would have a disproportionately adverse effect on any one group. 

Job Segment: Technical Support, Technician, Service Desk, Quality Assurance, Technology, Customer Service

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