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Job overview

Customer Support Officer

  • Location

    Sunderland, Tyne and Wear

  • Sector:

    Digital Transformation & Information Technology

  • Job type:


  • Salary:

    £12.00 - £12.35 per hour + on site parking

  • Consultant:

    Adam Burgess

  • Email:


  • Reference:


  • Published:

    about 1 year ago

  • Duration:

    6-12 Months

  • Expiry date:


  • Start date:


  • Consultant:


Local Authority - Doxford Park, Sunderland

Customer Support Officer (1st Line) - £12.35 per hour PAYE

Sellick Partnership are delighted to be assiting a Local Authority recruit for a 1st Line Customer Support Officer on a 6-12 month contract basis.

Candidates should have extensive experience working within IT support roles, with particular emphasis on Active Directory, Microsoft Windows and Office products, Office 365 and networking awareness


  • Resolve calls in accordance with set procedures and guidance
  • Investigate and assess service user issues and requests to enable efficient processing and resolution of calls
  • Escalate calls to other technical resolver teams where required
  • Liaise with other technical staff to identify potential Problems at the earliest opportunity
  • Proactively engage in knowledge transfer between ICT colleagues
  • Recommend the creation of and amendment to procedures and knowledge articles, where issues and improvement opportunities are identified
  • Provide advice and guidance in relation to the resolution of service calls, to service users, team members and managers
  • Suggest changes to processes where calls may be more efficiently processed, particularly where there are opportunities to resolve calls earlier in the escalation process
  • Maintain network and application user access including the creation, amending and removing of permissions in accordance with corporate authorisation process
  • Provide support and guidance of the corporate computing environment, including Desktop, Thin Client and mobile technologies
  • Support and deploy the corporate software solutions including those manually installed and those installed using centrally managed deployment systems
  • Support the corporate telephony system, including the creation, amending and removing of users, configuration and installation of hardware devices
  • Basic network troubleshooting including checking connectivity of devices and related network settings * Connecting devices to the corporate wired and wireless networks and related troubleshooting
  • Verifying and updating of all records within the IT Service Management toolset, to ensure accuracy of records
  • Remain aware of, ad-hear to and promote, to service users, security and data protection standards * Monitor and progress the purchasing of IT related items and related financial transactions
  • Ad-hear to stock control processes to ensure accurate asset tracking The workload will be decided by the Technical team manager (Customer Support) When, where and how work will be done will be decided by the Technical Team Manager and Quality Assurance Technicians. The worker will be paid through the standard agency worker process. Should they be required to use their car for business purposes this will be reimbursed at the standard allowance.

Job Description:

  • Maintain efficient and effective capturing of relevant information for service calls, in accordance to documented processes
  • Maintain effective capturing of non-standard service calls for escalation and assessment
  • To provide effective resolution of service calls to quality standards in accordance to documented processes
  • Provide effective and efficient service support within satellite Service Desk sites
  • To ensure procurement tasks and associated financials are processed in accordance with procedures, as allocated
  • Minimise escalation of service calls to 2nd and 3rd line technical resolver groups
  • To facilitate continuous improvement through knowledge transfer to and from other technical resolver groups

If you believe your background meets the criteria, please apply with a copy of your CV. Note, this is a highly competitive position. We receive an exceptionally high volume of applicants and are unable to respond to each CV we receive.

Sellick Partnership is a market-leading professional services recruitment specialist operating across the UK. Over the years we have built up an enviable relationship with employers and our expert team of consultants boast up-to-date market knowledge and a strong reputation making Sellick Partnership best placed to help you. Please note our advertisements use years' experience and salary levels purely as a guide. We are happy to consider applications from all candidates who are able to demonstrate the skills necessary to fulfil the role. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice which can be found in the footer on our website