Helpdesk Officer

Job description

About The Job

Salary: £26,409 – £28,624 a year

Hours per week: 37

Contract type: Permanent

Are you organized, detail-oriented, and passionate about delivering excellent customer service? Luton Council is seeking a Helpdesk Officer to join our team. This role is at the heart of our operations, providing vital support and ensuring our services run smoothly.

Key Responsibilities
• Act as the first point of contact for enquiries, delivering polite and professional assistance to a wide range of clients.
• Use databases and systems to log, manage, and analyze information efficiently.
• Provide accurate data analysis, including calculating percentages and producing meaningful statistics.
• Organize and prioritize workloads to meet deadlines and targets.
• Offer coaching to others on the use of IT-based systems.
• Ensure the consistent delivery of high-quality helpdesk services while upholding council values.

Please note this role does not attract sponsorship.

About You

Essential Skills and Abilities
• Proven experience in clerical and administrative procedures and helpdesk operations.
• Practical experience of using databases or similar systems.
• Strong numerical skills to perform calculations and analyze data accurately.
• Excellent communication skills, both written and verbal, to convey clear, factual information.
• Proficiency in using word-processing, spreadsheet, and database software.
• Ability to work independently, making calm and accountable decisions within established procedures.
• Knowledge of building trade terminology and ability to interpret technical details.
• A proactive approach to identifying and addressing discrimination in service delivery or the workplace.

Qualifications And Experience
• City and Guilds repairs reporting qualification or equivalent work-based experience.
• Accountancy/administration qualification or equivalent relevant work experience.
• Experience of working on a helpdesk is essential.

Additional Requirements
• Ability to attend meetings at sites across the Borough approximately 10 times per year.

Why Join Luton Council?
• Be part of a dedicated team committed to delivering exceptional public service.
• Use your skills and experience to make a tangible difference in the community.
• Enjoy opportunities for personal and professional growth in a supportive environment.

About Us

Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.

The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?

Benefits

We offer a range of excellent staff benefits which include:
• From 25 to 32 days’ annual leave: linked to length of service and grade
• Buying annual leave scheme: buy up to 20 days additional annual leave
• Career Pathways: step up in your career or move into a specialist area
• Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
• Generous relocation package: up to £8,000 (subject to eligibility)
• Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
• Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
• Training and support: unlimited access to development courses, mentoring and support and clear career pathways
• Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
• Arriva Travel Club: great value savings on local bus travel

How To Apply

We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!

Our ‘How to apply’ page has more tips to help with your application: How to apply