Helpdesk Officer

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