Technical Support Officer - Req24459

As a Technical Support Officer you’ll thrive if you are the kind of individual who enjoys a challenge and helping people.  You should have a strong, resilient persona and a dedication to the Council’s repairs service.

There are no specific qualifications needed for the post of Technical Support Officer, however the post requires good communication skills and the ability to learn quickly bespoke software packages.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As a Technical Support Officer you will:

• Have a solid educational background.
• Have a team work ethic 
• Be able to work on your own initiative
•  Enjoy being busy and productive
•  Be able to learn systems and processes quickly and adhere to them.

About the role 

At its essence the role revolves around the accurate raising of repairs for our 57,000 properties. This involves being able to diagnose faults from descriptions provided either in written or verbal form. Each day you will be responsible for one of the team’s workqueues but be flexible and ready to assist colleagues on other workqueues. The Responsive Repairs team thrives on challenges and the Technical Support Officers are at the core of this critical team. 

What we offer you

We take pride in offering the best employee experience, with benefits including:

• a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidance for further advice. Please check your information carefully and ensure you complete all sections before submitting your application. 

If you have any queries or would like an informal chat about the role please contact Nasima Khan or Rebecca Levine.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is ranked 70 on the Stonewall Equality Index 2023. We are also an age-friendly employer, a Mindful Employer and a Disability Confident Leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description 

Job purpose

The Technical Support Role in Responsive Repairs is a key role.  You will be required to learn new IT systems and a vast amount of technical repairs information. 

You will be raising repairs for our customers based on the information they provide to you. 

You will therefore need to develop excellent diagnostic skills. 

You will work as part of a team of Technical Support Officers so you need to be a team player by supporting your colleagues both in Responsive Repairs and other service areas.

The team share a multitude of workstreams on a rota basis.  Each one requires you to learn new systems and processes.  Full support and training is provided.  

The customer is at the heart of all that we do in Responsive Repairs and with that you need to possess an empathetic nature and a desire to improve the service we provide.

Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Qualifications and Knowledge

A good understanding of best practice in relation customer relation procedures.

A good knowledge of social housing and issues affecting the sector.

A good knowledge of landlord and tenants responsibilities in relation to housing repairs and improvements

A good understanding of the local political environment

Of general office procedures and practices.

Of information governance procedures and the need to handle personal data securely.

Of relevant financial regulations.

Specific Skills and Competences

Able to communicate effectively, verbally and in writing, with a wide range of people

Able to manage time effectively and plan and prioritise work for other team members.

Able to monitor the timely and acceptable progress of complex issues and identify incomplete actions, taking appropriate action to escalate them to nominated people

Able to develop and maintain relationships with stakeholders

Ability to analyse and interpret information and provide summary reports setting out findings.

Able to use a range of Microsoft office applications as well as internal ICT systems.

Able to work flexibly as part of a team & show initiative

Has a strong customer focus

Is diligent and accurate when preparing and presenting information.

Able to coordinate and manage small and non-complicated projects.

Able to accurately enter/retrieve data information from information systems.

To display a responsible and co-operative attitude to working towards the achievement of the service’s aims and objectives.

Contributing to effective partnership working.

Able to arrange, facilitate and minute meetings and events including transportation/refreshments etc.

Experience

Of dealing with queries from a wide range of people

Of working in partnership with others to deliver work to set deadlines.

Of providing customer focussed services

Of participating in teams and working on own initiative

In the use of Microsoft applications

Experience of working within social housing.

Contributing to service reviews.

Experience of analysing basic information in order to identify common trends

Experience of working as part of a busy team

Experience of working in an asset management/repairs related function

Experience of working with customers in a busy frontline customer service

Experience of working in an asset management related function.

Behavioural and other Characteristics required

Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon.

Able to understand and observe Leeds City Council equality and diversity policies.

Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.

Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development

Understand and embrace Leeds City Council Values and Behavioursand codes of conduct.