Service Desk Operative

This is a Part Time Fixed Term Position (22.5 hours per week)

This post is fixed term for 12 months

Interviews will take place week commencing 28 September 2026

ROLE AND PURPOSE.

For an informal discussion please contact James McGeachy [email hidden] or 01482 333 300.

The provision of a service desk facility providing first line advice and guidance on areas including on ICT, Finance HR, Payroll and Procurement. This covers the resolution of routine queries, guidance on policies and processes and escalation of complex queries to 2nd and 3rd line support teams

To contribute to the knowledge base for self-service problem solving by managers and staff by accessing information sources including frequently asked questions.

To contribute to the continuous improvement of the service to meet and exceed customer expectations, tracking and identifying issues for resolution and improvement.

The postholder will contribute to the overall success of the Corporate Resources Directorate, ICT Operations and Support by being accurate efficient and customer focussed.

PRINCIPAL ACCOUNTABILITIES

1. Provides a comprehensive, accurate, efficient and customer focussed service desk function for the Council acting as first point of contact for employee, Manager and other service requests.
2. Actively promotes knowledge management and self service to manage customer demands ensuring the Council’s self service approach becomes embedded and continues to develop.
3. Resolves service requests at first point of contact in a professional, supportive and positive manner ensuring that high levels of customer satisfaction are achieved, fostering a culture of improving standards.
4. Maintains high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution ensuring that KPIs and target resolution times are achieved.
5. Fully explores service requests, as necessary resolving complex matters and also identifying situations which require escalation. Proactively operating the escalation procedure in order to provide for an effective and efficient service for customers with high levels of customer satisfaction.
6. Actively engages with customers, advising and resolving issues including those of a complex nature, recognising the potential impact of the issue on the person and taking responsibility for progressing the issue to a satisfactory outcome.
7. Updates the procedures and processes used within the Service Desk, continually developing the knowledge base and updating the Service Desk scripts / frequently asked questions to ensure continuously improving standards of customer service.
8. Proactively builds and develops a positive reputation for the Service Desk by acting as an ambassador when dealing with other colleagues and customers ensuring a positive customer focused approach at all times.
9. Contributes to the monitoring and review of Service Desk working practices in order to achieve and develop KPIs, maximise customer satisfaction and identify/ develop areas for improvement.
10. Takes responsibility for developing and maintaining a high level of personal familiarity with the functions located in Council Directorates and the processes/ support functions covered by the Service Desk. Provides ongoing and comprehensive training for Service Desk Operatives including through the medium of the telephony system to ensure knowledge and skills are developed, maintained and improved
11. The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health & safety and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy.

NC3164.NC3486.NC3163.Service Desk Operative.docx

Compensation Grades

GRADES 4, 5, 6

Pay Ranges

£25,583.00 - £32,061.00

Job Classifications

2- Basic with BPSS - (Disclosure and Barring Service (DBS)), 3- Not Politically Restricted - Designated As Not Politically Sensitive (Politically Restricted Posts), Casual - (Travel Allowance Policy), No - (Childcare Disqualification Requirement), No - (Statutory Post)

Benefits of Working of Hull City Council

• A competitive salary
• An excellent pension through the Local Government Pension Scheme (LGPS)
• Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New year period
• Career development and learning experiences from a range of training courses and learning methods
• Supportive and forward-thinking culture
• Great career development opportunities

Please ensure that you complete and submit your application by midnight prior to the closing date. Please ensure that your application demonstrates how you meet the essential criteria against the person specification as listed in the job description.

We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.

We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made. Equality monitoring information is not accessible by recruiting managers at any stage.

We reserve the right to amend the dates associated with this advert, which may include closing the advert early where required.

The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

Online searches, including social media, may be carried out as part of the recruitment process.