In this role you will be responsible for providing Tier 1 Information Technology support in an active service desk environment to assist callers in addressing, resolving or redirecting technical enquiries relevant to the services delivered by the Information and Digital Services (IDS) IT Service Desk.

You will be part of an experienced team who support learning and development and internal career progression.

What you’ll do

You will work as part of a highly engaged team responsible for answering telephone calls and live chats to guide customers through troubleshooting steps, to diagnose and resolve technical issues with computer applications or hardware faults. You will also be responsible for:

- Providing advice to DCJ employees to ensure as many enquiries are resolved without the need for escalation to Tier 2 IT support teams.

- Data entry of information and actions taken in real time for every customer interaction in a web based ITSM application and making triage decisions on categorisation, prioritisation,