Job Description

About the Role

You will be the first point of contact for IT support, handling incidents via phone and our self-service portal. You will resolve issues quickly where possible and provide second level technical support for more complex problems. You will work with colleagues across IT to keep services running smoothly and support projects that improve how we deliver technology.

What You'll Do

Diagnose and resolve IT incidents across a wide range of technologies. Log and manage calls using our IT Service Desk system (TopDesk), keeping customers updated. Escalate issues when needed and allocate calls to specialist teams. Advise and support customers on IT systems and software. Assist with software deployment, upgrades, and testing. Help manage loan IT equipment and RSA tokens. Mentor apprentices and less experienced team members.

What You'll Have

Essential:

A Level or equivalent in ICT or significant experience in an IT Service Desk environment. Strong understanding of ITIL principles for incident and problem management. Experience with asset management, incident resolution, and software installation/configuration. Ability to manage your own performance against KPIs and service standards. Excellent communication skills and ability to work independently and as part of a team.
Desirable:

ITIL Foundation qualification. Experience with change management and project delivery. Ability to produce technical documentation and mentor others.
You will also need knowledge (or willingness to learn) of:

IT Service Management systems Microsoft System Centre, Client Security Technologies, BitLocker Windows Desktop OS, Microsoft Office Active Directory, Citrix, networking, and remote access solutions
Other Information

Full UK driving licence and access to a vehicle (occasional travel required). Opportunities for professional development, including ITIL and SDI-SDA qualifications.

For more information or an informal discussion, please contact: Jon Lloyd, IT Business Relationship Manager Email: jon.lloyd@flintshire.gov.uk

Closing date: 1st February 2026.

Job Types: Full-time, Permanent

Pay: 27,254.00-28,598.00 per year

Benefits:

Company pension Work from home
Work Location: Hybrid remote in Deeside, CH5 3FF