Service Desk Assistant | 9897 | Permanent Contract | 37 hours per week | £ 26,403 to £ 28,142 per annum (Scale E) | County Hall, Norwich

Join Our Team: Service Desk Assistant Needed!

Are you passionate about IT and customer service? Do you thrive in a dynamic, fast-paced environment? Look no further! We are seeking a dedicated Service Desk Assistant to join our Digital & Transformation Services team based at County Hall. In this role, you’ll be the friendly face of our IT Service Desk, the go-to person for our users’ tech-related needs. Whether you’re resolving incidents, handling service requests or providing timely information, your excellent communication skills will shine as you assist our valued customers.

What You’ll Do:

• Provide efficient and effective IT incident recording and routing to second line services
• Be the first point of contact for our c.10,000 customers, ranging from staff, NCC Members to Chief Officers and partner organisation users
• Be flexible and available to work from Norfolk County Hall on a regular basis
• You’ll support customers face-to-face at our ‘Tech Deck,’ where you’ll distribute equipment and manage appointments with our technical specialists
• Record and route incidents via telephone, face to face at County Hall or our Service Management system (Assyst)
• Work closely with the Service Management Lead to ensure operational effectiveness

What We’re Looking For:

• A commitment to resolve incidents at the first line where possible
• Excellent data entry skills to record incidents accurately and efficiently
• The ability to route incidents to the correct support channel for timely resolution
• Adherence to IMT SLAs and Operational Level Agreements for optimal customer service
• A proactive approach to contribute to the continuous improvement of Service Desk operations

Qualifications:

• Educated to GCSE level or equivalent
• Demonstrable experience in a Service Desk Assistant role within a busy Digital environment
• Proficiency in MS Office suite and Service Management systems
• ITIL Foundation Certificate (desirable)

Skills:

• Exceptional communication skills, both written and oral
• Ability to work under pressure and maintain politeness throughout customer interactions
• Strong analytical skills to assess incidents and route them correctly
• Independent work ethic and a great team collaborator

Why Join Us?

• Be part of a culture that values Customer Service, Analysis & Judgement, and Team Working
• Contribute to a team that is passionate about Improving for Excellence and Achieving Results
• Enjoy a role that offers high levels of customer contact and the opportunity to make a real difference.

Apply Now! If you’re ready to take on this exciting role and meet the challenges head-on, we want to hear from you. Apply today and start your journey with us in Service Delivery!

To arrange an informal discussion or for further details on the role, please contact Martin De Grussa at martin.degrussa@norfolk.gov.uk

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary

• Generous holiday entitlement 

• Health and Wellbeing services including fast-track physiotherapy and a free counselling service

• Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need. 

• Financial benefits such as:

  • ‘Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.   

  • A Blue Light card for Fire Service and Social Care Workers

  • Relocation expenses (where applicable)

  • An advance of your expenses if you travel for work

  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions

  • Tax efficient ways of getting extra pension and new bikes

  • Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)

  • A payment if you refer someone you know to a hard to fill job

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Before you apply, we recommend reading the full Job Description and Person Specification  to help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditions here.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

We would like to make you aware that priority consideration for this post may be given to current employees who are at risk due to restructure within the organisation or are in a redeployment position.  

Redeployment closing date: 18 February 2026 23:59

All other applicants closing date: 04 March 2026 23:59

nWe have miles of beautiful coastline and our unique Broads, thriving market towns and a city with a proud cultural heritage.  Our economy is growing and driven by innovation in a number of sectors, including energy and food.  We also have ambitious plans for new housing and a building programme for schools across Norfolk.  Our county a great place to live, work and visit, and is an excellent environment for businesses to start, grow and innovate.

We are the main local authority for Norfolk providing services countywide to more than 850,000 Norfolk residents. We take the lead in critical policy areas, working with 84 elected Members responsible for the strategic local government services in the county.

We provide a high quality service through involving people who use our services to shape and comment on them and by promoting efficiency and innovation.

We work in partnership with local businesses, voluntary organisations and other local authorities such as District and Parish Councils to provide the people of Norfolk with excellent services.
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