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Salary: £33,789 - £38,465 Job Level: Level 3 Zone 1 Work Location: 5 Pancras Square, London, N1C 4AG Hours per week: 36 Contract type: Permanent (x2 positions) Closing date: Sunday 12th November 2023; 23:59 1st round of telephone interviews: 15th and 16th November 2023 2nd round of interviews to be held: 22nd and 23rd November 2023 Alternative flexible working options available / open to discussion

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

About us

Camden is changing on the inside to make life better for everyone. Because we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind.

The Role

Our Technology Service provides innovative, efficient, and scalable technology solutions that empower our Staff and our Citizens. We are a team of collaborators and knowledge sharers working in an agile, fast-paced environment.

The IT Service Desk / Face to Face Hub is critical to our user base offering a front door to IT services with a key role in providing a user experience that will influence the overall perception of our IT services. We handle over 75,000 incoming user contacts a year, primarily through phone and e-form channels. We're looking for someone who can work collaboratively with colleagues in IT and across services to understand their needs, using that understanding to help shape an inclusive service while continuously looking for ways to improve the user experience. While self-service portals and AI-powered chatbots have a role to play, there remains room for the human touch, particularly where empathy is required, or complexity encountered.

About you

To find out more about what it is like to work at Camden, meet some of our People by visiting 'www.camdenjobs.co.uk/our-stories'.

We are seeking enthusiastic, customer focused individuals, who are strong team players with a passion for meeting the needs of the entire Council and are committed to providing a professional service desk /1st line support function delivering excellent IT support and end user experience.

You will ensure that support tickets and calls are professionally and consistently handled, in line with service standards and procedures, ensuring agreed service levels are met or exceeded.

You will possess a fantastic telephone manner and be able to use your excellent questioning skills to collect information, trouble shoot and guide the end user through suitable diagnostic procedures to determine problems and seek appropriate solutions, demonstrating that you take ownership and see things through.

With a ‘can do’ approach to your work and a learning mind-set, you will always be seeking to improve yourself, your teams, and the user experience. You will possess excellent inter-personal skills, able to communicate effectively at all levels with technical and non-technical people, using different channels and approaches.

Experience in first line IT support would be advantageous but not essential along with familiarity with any of the following:

• Microsoft Office 365, Teams, SharePoint


• Citrix environments


• Active Directory


• Windows o/s 10


• Use of deployment automation tools e.g. SCCM, Intune

Working for Camden

We’re ready to welcome your ideas, your views, and your rebellious spirit. Help us redefine how we provide IT support at Camden, and we’ll redefine what a career can be. If that sounds good to you, we’d love to talk

At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Visit 'www.camdenjobs.co.uk/staff-benefits' to see full details of our benefits.

Additional information

To view the Job Profile, please click HERE or copy and paste the below URL into your browser:

http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10269527/file/document?inline

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.

Inclusion and Diversity

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit 'www.camdenjobs.co.uk/staff-benefits'.

Asking for Adjustments

Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.