IT Helpdesk Co-ordinator

supporting your community

 

Introduction

Computer systems are notoriously wayward and anybody who is able to provide expert help is in great demand. Perhaps the biggest satisfaction to be got from this job is solving problems - but it involves a lot more than a technical quick fix.

The aim of the job is to co-ordinate the operation of the business and corporate IS help/service desk so that the internal customers (council employees) get an efficient and effective ICT service. This may also involve helping the Performance and Quality Manager in carrying our Best Value reviews.

In some authorities The IT helpdesk co-ordinator is called a Help Desk Officer, Service Desk Officer or Help Desk Manager. It may be part of the work that a Performance and Quality Officer will undertake and this description covers that. The Help/Service desk is located in all types of local council.

Work Environment

This is mainly office based with travel to and from local meetings. The standard working hours are 37 per week with no shift work or anti-social hours required.

Daily Activities

IT helpdesk co-ordinators have a set of tasks that have to be carried out on a daily basis. Their responsibilities fall into 2 main categories involving helpdesk co-ordination and help/service desk performance data. Help/Service Desk:

  • co-ordinate the help/service desk
  • develop procedures and systems for logging and reporting all information which is
  • essential to monitoring performance
  • maintain an asset register of all ICT equipment and software
  • represent the help/service desk in working groups and meetings
  • produce reports on help/service desk performance.

    • Best Value:

  • monitor performance indicators
  • produce reports on performance
  • develop annual service plans
  • ensure the service complies with the requirements of the corporate best value process and
  • national best value legislation and guidance
  • take part in best value reviews.

Helpdesk co-ordinators mostly work on their own initiative but have certain deadlines to meet such as the Best Value Annual Review. Various helpdesk software systems (like “TrackIT”) are used to log calls, produce reports and manage performance data. But the co-ordinators deal with people as well as machines. They are on call all the time to help internal customers – their colleagues – throughout the council.

Skills & Interests

To do the job well you need these qualities:

  • practical ability
  • attention to detail
  • project management ability
  • good head for figures
  • confidence
  • oral and written communication skills
  • flair for customer care
  • ability to manage staff
  • analytical skills
  • good interpersonal skills.

Entry Requirements

It is usually necessary to have experience of staff supervision, “best value” and customer orientated work.

At least 4 GCSEs, or equivalent, including maths and English are essential, as well as IT experience.

Having broader qualifications - in housing, business and finance, for example - can be useful background for this job at this level. You may be given the opportunity to undertake in-service training such as IT Service Management courses, but it is not essential.

Estimated salary range

Around £20,000

Please note that salary information is a guide only and there may be local agreements in place. For further information about salaries for particular positions, please contact your local council directly.

Future prospects & opportunities

Promotion prospects are good if you have a wide range of IT experience. The next step up the ladder is Performance and Quality Manager. The top job is IT Manager and there are many opportunities for similar posts in the public and private sectors.

Related Occupations

Follow this link to view a list of all related occuptions in Supporting Your Community.
Alternatively, follow this link to view all career profiles placed in the same job area.

Further Information & Services

Association of Computer Professionals www.acpexamboard.com

Institute for the Management of Information Systems www.imis.org.uk

e-skills UK www.e-skills.com

Society of IT Management www.socitm.gov.uk

You may find further information about this area of work in your local Connexions service/careers office/school careers library - under D.

What should I do next?

Look for current local government IT Helpdesk Co-ordinator vacancies in the following places:

  • LGjobs.com - the official recruitment website for local government.
  • Weekly, bi-weekly or monthly jobs bulletins produced by local councils themselves, available from libraries, community centres, town halls/main civic buildings and central council personnel departments.
  • Local council websites.
  • Local newspapers
  • National newspapers - The Guardian is particularly well known for its public sector job advertisements on a Wednesday.

Find out about the council and get some work experience if possible by:

  • Making the most of work experience placements arranged through your school, college or university.
  • Contacting councils close to your home to find out about the work experience opportunities they offer.
  • Talking to someone who does the job you are interested in - ring your local council to see if someone can spare some time.
  • Making an appointment to see a careers adviser for more specific information about jobs and training.