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Digital Customer Support
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Digital Customer Support
Salary - RBK Grade E/F/G/H - £23,826 - £38,883 per annum
Appointment Type - Permanent
Job Term - Full Time
Hours - 36 per week
Location - Sutton and Kingston

At Kingston, we are passionate about our Royal Borough and want to be known as a Council that is an exemplar for citizen engagement. This is a new era for the Council, with a new Liberal Democrat administration in place, and we are redefining the relationships we have with our residents, community groups, businesses, voluntary sector, central government and other partners.

About us
Digital and IT is a shared service between Kingston and Sutton Councils providing digital and technology services to both Councils as well as a number of arm's length companies.

We're committed to delivering great public services that are not only highly effective but also easily accessible. We’ve championed the digitisation of services as well as adopting a ‘mobile first’ model to ensure that this commitment is fulfilled.

About the role
Working in the Digital Customer Support team, you will be responsible for providing support to a multi-site user base of approx 5000 staff. Kingston and Sutton are modern multi-site councils who use Google Workspace as the cornerstone of their move to the cloud.

The role reports directly to the Digital Customer Support Leads and its main purpose is to:
  • Deliver excellent customer service
  • Providing analysis, diagnosis, escalation and resolution of level 1 and level 2 IT issues, queries and requests - both face to face and remotely. Travel to Sutton Civic Offices and Kingston Guildhall Complex will be required.
  • Troubleshooting IT-related problems from in-house software to hardware, such as mobiles, MFDs, Chrome and Windows devices.
  • Escalate unresolved calls to the relevant support teams
  • Carrying out customer requests for new IT hardware, software and access.
  • To act as a technical specialist to solve known problems and improve the customer experience
  • Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner.
About You
In order to successfully deliver the responsibilities of the role, you will need to:
  • Communicate clearly, confidently and appropriately with colleagues whilst maintaining a high degree of customer service for all support queries
  • Actively engage in positive cross organisational communications and team working
  • Take ownership of service-user’s issues and follow up the status on behalf of the user and communicate progress in a timely manner
  • Contribute to support documentation and knowledge articles to assist colleagues and to promote self service within our user base
  • Strong experience with the technical set up, support and operation of hardware, software and client side ecosystems
  • Strong understanding of the use of an IT Service Management system for day to day Incident, Service Request and Standard Change processes.
  • Practical experience of working with the processes, systems and functions in IT environments
Benefits we offer
Kingston Council has good access to central London and our offices are a short walk from the station based in the middle of the historic and vibrant high street next to the open spaces of the river Thames, offering a wide range of shops, restaurants and leisure facilities; all making for a desirable place to live and work. 

As a shared service both main sites at Sutton and Kingston Councils have good access to central London with offices located a short walk from mainline stations based in the middle of vibrant high streets, offering a wide range of shops, restaurants and leisure facilities; all making for desirable work locations.

The successful candidate will have access to a wide range of staff benefits, some of which include:
  • Up to 29 days annual leave (dependent on salary grade) - In addition you will receive 8 statutory bank holidays
  • Local government pension scheme
  • Interest free season loan ticket
  • Cycle to work and Zip Car Scheme
  • Discounts on a range of local shops, restaurants, gyms and leisure centres
  • Comprehensive Learning and Development programme
  • A forward thinking and networked organisation where employee’s views are valued.
  • Modern and flexible working environment allowing employees to benefit from agile working practices.
How to apply
Before applying please refer to the role profile and ensure you meet the essential criteria. You will then need to complete the online application, adding a supporting statement addressing how you meet the criteria outlined on the role profile. Some of our positions require CV only.

Royal Borough of Kingston is now an accredited London Living Wage Employer
Our Living Wage commitment means that everyone working at the Royal Borough of Kingston, regardless of whether they are permanent employees or third-party contractors and suppliers receive the London Living Wage.

The real Living Wage is higher than the government’s minimum, or National Living Wage, and is an independently calculated hourly rate of pay that is based on the actual cost of living. The Royal Borough of Kingston we pride ourself on being a diverse, tolerant and welcoming Borough and we aim to create a workforce which reflects the community we serve. 

We are respectful of difference and realise the positive value of diversity in our workforce.  We welcome and encourage job applications from people of all backgrounds.

We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates as this group are currently under-represented in our workforce.

The Royal Borough of Kingston is proud to be recognised as a Disability Confident employer, and are committed to thinking differently about disability and taking action to improve how we recruit, retain and develop disabled people.

We offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, and inclusive staff networks who help drive our diversity agenda.

We reserve the right to close this vacancy once a sufficient number of applications has been received. Therefore, it is strongly advised that you complete and return your application as soon as possible to avoid disappointment.

Closing date: 1st November 2020 
Interview Date: W/c 16th November 2020
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