Technical Support Officer - Applications (SC5)

Job Category: IT

Job location: 1 Catford Road, Catford, London, Greater London, SE6 4RU,

Lewisham Council

Hours per week: 35

Start date: Immediate start

Salary: £19.10 per hour

Job description

Overview
Lewisham Council is seeking a skilled and motivated Technical Support Officer to join our team. This role is ideal for someone with a strong background in applications support and a commitment to delivering high-quality service to internal stakeholders.

Key Responsibilities

Provide collaborative support to service colleagues, assisting with system requirements and navigation.
Diagnose and troubleshoot technical issues, escalating complex cases to the appropriate teams when necessary.
Design, build, and maintain dashboards to support data-driven decision-making across technical support operations.
Configure and tailor diagnostic tools and workflows to meet specific operational and customer needs.
Stay informed about product updates, system changes, and industry best practices to maintain technical proficiency.
Support the onboarding and training of new team members or customers by sharing technical insights and guidance.
Accurately document support interactions and resolutions to support knowledge sharing and continuous improvement.
Deliver excellent customer service through clear, empathetic, and solution-focused communication, including floorwalking support.
Collaborate with cross-functional teams to identify recurring issues and contribute to service and product enhancements.

Essential Requirements

Proven experience in applications support.
Totalmobile knowledge or experience is highly desirable.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
A proactive and customer-focused approach to technical support.