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About us at Hounslow

We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be. We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer. We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias. As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.

Our Benefits

If you join us, you’ll have access to a range of employee benefits. Read more about these here.

About The Role

1.You will be an active member of the Digital and IT team, with specific responsibilities within the digital and IT support team, which assists and supports our users via the service desk, supports remote sites, manages service incidents and supplies, maintains, and supports user devices.

2.Your contribution will have an impact upon the practical implementation of the #1Hounslow transformation programme and the delivery of the Digital Strategy.

3.You are a Digital and IT ambassador, actively involved with embracing and leading change. You are outcome-focused and put Hounslow residents at the very heart of everything we do and every decision we take. You will live and breathe our values and behaviours.

4.You will go beyond your professional discipline and work across boundaries, within the organisation and beyond.

5.This is an office-based role. There are two positions available with staggered start dates. One planned for mid-October and another for December 2023.

Key Responsibilities

1.Undertake your apprenticeship as part of a blended team of service desk and desktop specialists, delivering high quality support that puts our users' needs first.

2.Develop your understanding of how effective digital and IT support contributes to the delivery of the digital strategy.

3.Undertake training to be able to deliver a user focused service desk function, responding to and resolving incidents and service requests within service level agreements. following agreed procedures and liaising with colleagues and suppliers as required.

4.Assist with scheduled, regular and adhoc tasks for the administration, management and housekeeping of the desktop environment and other components supported by the team, including user and access management.

5.Assist with the review and updating of documentation, processes, policies and procedures for digital and IT support, including the knowledge base, the service catalogue and service standards.

About The Team You’ll Be Working In

The successful candidates will report to a Team Leader, we have a team of approx. 24. The Digital & IT Support Team consists of Level 1 Service Desk and Seniors, who provide 1st and 2nd line support to the Council’s Corporate and Commercial users.

About You

1.You have a customer-focused attitude with the ability to provide excellent service and support to our users.

2.You enjoy investigating and troubleshooting incidents and problems and gain satisfaction from understanding the causes and resolutions.

3.You can develop the skill to explain technical concepts and solutions to non-technical users.

4.You have good attention to detail and can keep documentation up-to-date accurately.

5.You are eager to become proficient in a greater range of technology and like to stay up-to-date with new and emerging technologies.

6.You want to engage in continuous professional development.

Don’t meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can’t tick every box. At Hounslow, we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for the job or be perfect for one of our other roles!

When Interviews Will Be Held And Who To Contact

The key information you need about the role should be in the role profile , but if you have any further questions about the role, please contact:

Email: Mohsin.Ikram@hounslow.gov.uk

Telephone: 020 8583 6502

Interviews for this job will be held during week commencing 2nd October 2023.