• Anywhere

We are looking for an organised, detailed and customer focused Service Desk Specialist, to work within the Digital and Data Team. We are creating a high performing team that can provide excellent support to the complex multi functions of the WMCA. Our key aim is to deliver a robust, high-quality customer focused Digital and Data function, to our stakeholders.

We need a dynamic Service Desk Specialist, whose focus will be to resolve and fulfil incidents and requests on our Customer Response side of the Service Desk (1st and 2nd line), enabling a fast, responsive service to our users.

What you will be doing?

  • Enhance the Service Desk Team and its ability to deliver a complete customer focused support service to the organisation
  • Provide advice and support where needed and help to deliver excellence in all areas, helping to uphold a service focused, customer centric approach
  • Follow the ITIL Incident and Service Request processes to deliver an effective and efficient service
  • Escalate incidents and requests to other team members when a more detailed support service or subject matter expert is required
  • Support the setup of on-boarding/off-boarding processes
  • Assist in data updates for processes specific to the IT frameworks
  • Maintain confidentiality and integrity in everything you do, including IT records management
  • The Digital and Data team has recently been revamped. We are creating a high performing team that can provide excellent support to the complex multi functions of the WMCA. Our key aim is to deliver a robust, high-quality customer-focused Digital and Data function to our stakeholders. This is an exciting opportunity to join us at a time when we’re modernising our ways of working and delivering significant advancements in our digital services – and your expertise will help develop and shape our future vision and implement cutting edge technologies.

    About you

    Ideally you will have a Service Desk Specialist background and be experienced in providing support to a Digital and Data/IT function, ensuring customers receive the highest quality of service. You will be a logical thinker who enjoys problem solving and working towards SLA’s.

    You will need to be able to work effectively as part of a fast-paced, busy team and be an active participant in the improvement process to ensure we provide value to the organisation.

    We are looking for someone who wants to cover more than just the service desk function as there is the opportunity for growth. This is a varied role and we need someone who is forward-thinking, proactive and customer focused. 

    Intermediate knowledge of IT, understanding systems, knowledge of cyber security and experience of installing software is essential. 

    An understanding of ITIL processes is desirable. It is essential that you have some form of IT qualification – degree/NVQ/Microsoft.

    About us

    Our role in the West Midlands has never been more important and in these extraordinary times we’ve shown we can step forward, speak up for our region and bring people together. Everything we do is focused on making life better for people in the West Midlands – that’s our reason for being here and it drives every move we make. We lead and support others to deliver our shared future vision for the region – a happier, healthier, better connected place to live and work.

    We fully believe that we are only as great as the people who work for us and are committed to providing a positive, healthy and inclusive working environment where our people feel valued and respected. We’re ambitious, forward thinking and determined to find better ways of working, always leading the way in what we do. We trust and support each other to get the job done, and encourage creativity, originality and curiosity from those who work with us.

    We are a “Leaders in Diversity” accredited organisation, are in the Inclusive Top 50 Employers List and are one of The Times Top 50 Employers for Women. As a Disability Confident Employer, we have made a positive commitment to interviewing all applicants with a disability who meet the essential role criteria. We are committed to building a team of people with varied backgrounds and experiences as we recognise that this will only benefit us as an employer, the more inclusive we are the better our work will be, and welcome applications from young people, Black, Asian and ethnic minority groups and women at senior levels.

    We’re dedicated to providing a broad range of rewards and benefits and constantly benchmark our benefits packages to ensure they are attractive for all our people. As well as a competitive salary, employees also receive 27 days annual leave (plus public holidays) and access to a great pension scheme.

    Furthermore, wherever possible we will offer flexible working options which assist work-life balance. We are very happy to discuss a flexible working pattern that suits your needs, so please do not let that be a barrier to applying. If your values align with ours and you’re committed to working towards creating a future we can all be proud of, we want to hear from you.

    About your application

    The online Application Form you’ll be asked to complete plays a key part in our recruitment and selection process. We use the information you provide to decide whether to invite you for an interview. It is important that you complete the Application Form as fully and accurately as possible. You will be asked to upload a Supporting Statement (not a CV) and this should include specific examples which demonstrate how you meet the essential criteria for the role for which you are applying.