Service Desk Officer

Posted 13 November 2025
Salary 22.34
LocationSouthwark SE1 United Kingdom
Job type Contract
Sector Administration / Clerical
ReferenceOR17372

Job description

3 Months contract with a local authority

Summary
  • The Service Desk Officer will serve as the first point of contact for IT-related queries and issues within the Council on a 3-month contract with a local authority. This role is crucial in ensuring the efficient resolution of incidents and service requests, providing high-quality support to internal users, and maintaining excellent customer service standards. The postholder will play a vital role in the smooth operation of IT services and support the council’s digital transformation objectives.
Responsibilities
  • Serve as the initial point of contact for all IT service desk queries via phone, email, and ticketing system.
  • Log, prioritise, and manage incidents and service requests in line with agreed SLAs.
  • Diagnose and resolve first-line technical issues or escalate to second-line support where necessary.
  • Provide guidance and support to users on IT systems, applications, and processes.
  • Maintain accurate records of all interactions and resolutions within the service management system.
Requirements
  • Previous experience in an IT service desk or customer support role.
  • Strong understanding of IT systems, hardware, and software troubleshooting.
  • Experience using IT service management tools (e.g., ServiceNow or similar).
  • GCSEs (or equivalent) including English and Maths.
  • IT-related certification (e.g., CompTIA A+, ITIL Foundation) is desirable.
  • Proficiency in Microsoft Office and common business applications.
Additional Information
  • Working hours: 35 hours per week
  • Location: 160 Tooley Street, Southwark, Surrey, SE1 2QH, United Kingdom
  • Interviews will be on-site at our Head Office, 160 Tooley Street, and will last 45 minutes.
  • The role closes on 17th November 2025, apply ASAP.