IT Service Desk Agent (ICT Helpdesk Technician)

About the role

Join South Gloucestershire Council’s ICT team as a Service Desk Agent, providing first‑line technical support to education customers. You will work in Yate, delivering remote assistance and on‑site visits in a fast‑moving public‑service environment.

Key responsibilities

• Provide first‑line remote support via telephone and remote tools, following established processes.
• Handle service desk inquiries professionally and efficiently.
• Conduct site visits when required to resolve technical issues.
• Use knowledge of Windows operating systems, Microsoft 365 and related applications to assist users.
• Collaborate with team members to ensure high‑quality service delivery.
• Prioritise workload to meet peak demand and achieve timely resolutions.

Required profile

• Experience working in a busy service desk environment.
• Familiarity with ConnectWise Manage is desirable.
• Proficiency with remote support tools for troubleshooting.
• Strong IT and numeracy skills for accurate service desk updates.
• Excellent interpersonal and communication abilities.
• Capability to set up, adjust and maintain technical equipment.

Required skills

• Windows operating systems
• Microsoft 365
• Remote support tools
• ConnectWise Manage (desirable)

What we offer

• Competitive hourly rate of £16.62.
• Opportunity to work within a supportive, education‑focused team.
• Professional development in a dynamic public‑service setting.
• Work based in Yate with easy local access.