Job Description

About The Role

ICT Support and Helpdesk Officer

24,441 - 26,591 pro rata, subject to level and experience, pay award pending

30 hours per week, Permanent

(Cirencester)

Do you have fantastic customer facing skills and a desire to help resolve a users issues? Are you experienced in dealing with customers or have the skills to? We have an exciting opportunity for you.

About the role

You will be working as part of the ICT Team to provide day-to-day administration support effectively and efficiently across all Councils and Clients. You will be providing an excellent customer service experience, liaising with customers at all levels to help log and record their issues both face to face and remotely.



You will need to have a can-do mind set, taking responsibility for dealing with issues whilst working in a fast-paced environment.



We are an open and engaging organisation keen to support people to develop and achieve their very best. We offer a great working environment and agile working, splitting your time between the office and elsewhere!



This role is hybrid and the expectation would be some office working and some working from home. You may be required at time to travel to our other Publica and partner councils' locations depending on business needs, it is essential for you to be able to drive.

You will need:

GCSEs (5 A-Cs or equivalent, including Maths and/or English) Experience of working in a similar or related role e.g ICT Helpdesk or Customer support team (internal or external) Good level of IT skills, including- MS Office + Communicates effectively at all levels (excellent verbal and written skills) + Proactive and self-motivated with a positive approach and commitment to work. Works together with employees, colleagues and customers to resolve problems and implement change initiatives
For more information about this role please see the /Person Specification.

Special Conditions

Use of a car for work purposes BPSS (Baseline Personnel Security Standard check)

About Us

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.


Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.

What we can do for you

Agile working allowing a mix of home and office working Flexible working arrangements (depending on the role) 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care Pension scheme with a good employer contribution of up to 7% of your earnings Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues Cycle to work scheme Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars Generous sickness cover above statutory entitlements Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury Life assurance, currently four times your annual salary

To apply for this position please click on "apply now" within this page and submit your CV and supporting statement. Please tell us about your skills, knowledge, qualifications, experience and how they meet the criteria listed above and in the job description/person specification. It's important that we're a good fit for each other, so let us know what's important to you and why you want to work for Publica Group Ltd..



Accredited of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.



Safer recruitment practices are applied to all job vacancies. Successful candidates will be required to complete a pre-employment medical questionnaire; provide references; proof of identity; nationality and immigration status; three years' employment or education history (if applicable) and, in some cases, verification of criminal record.