Digital Field Support Officer
Thurrock Council · United Kingdom
Job Title: Digital Field Support Officer
Salary: £27,435 – £29,715 per annum
Grade: B
Contract Type: Permanent
Working Hours: 37 hours per week
About the Department
The Corporate Services directorate plays a central role in supporting the Council to deliver reliable, efficient and secure services to residents. The Customer Experience Team is responsible for supporting and improving a wide range of critical digital applications used across the organisation. The team works closely with frontline services, internal teams and external suppliers to ensure systems are stable, secure and meet evolving business needs. It focuses on continuous improvement, helping services make better use of technology, data and insight to deliver high-quality outcomes for the community.
About the Role
As a Digital Field Support Officer you will be responsible for:
- Supporting the resolution of incidents and requests in line with the agreed incident management and request fulfilment processes and local procedures.
- Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.
- Carrying out the installation or repair of IT equipment and software in Council and partner locations as directed.
- Supporting the Service Desk and their responsibilities when required.
- Proactively keeping users informed throughout all stages of all processes.
- Receiving, reviewing and updating documentation to assist with the resolution of incidents and the fulfilment of requests.
- Maintaining accurate records relating to incidents, requests, assets, licences, and other aspects of IT service management.
- Consulting with appropriate IT service colleagues to support real time trend analysis on received incidents to identify wider problems or serious incidents and notify them of such occurrences.
- Supporting the liaison with 3rd party suppliers to ensure that issues are dealt with within agreed SLA’s
- Providing on-site support and guidance to users of devices and systems as required.
- Participating in team meetings, training, and other team activities.
- Working with other team members, and business managers across the department to improve support to the business.
- The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.
This role offers the chance to make a real difference by helping front line services to deliver the deliver to the residents of Thurrock
What We’re Looking For
We’re looking for someone who has:
Skills & Abilities (Essential)
- Ability to install and configure standard desktop applications
- Strong customer service skills in a busy environment
- Ability to accurately capture and record incident information
- Effective written and verbal communication with customers and IT colleagues
- Flexible approach to work
- Ability to proactively manage issues and meet deadlines
Knowledge (Essential)
- Knowledge of Microsoft Office (2010 onwards)
- Experience using service desk tools
- Understanding of Microsoft operating systems
Experience (Essential)
- Experience working in a customer service environment
- Experience providing ICT support
- Strong customer service ethos
Other Requirements (Essential)
- Demonstrates organisational values and behaviours
- Ability to support and guide non-technical users
- Understanding of health and safety in an office environment
- Willingness to work flexibly (including remote/home working)
- Must hold a valid UK driving licence and be able to drive
Equality & Compliance (Essential)
- Understanding of equality and diversity principles
- Commitment to complying with council policies
Essential Qualifications:
- ITIL Foundation
- COMPTIA A+ Certification
DBS Check: None
Benefits of Working with Us
At Thurrock Council, we value our employees and offer a comprehensive benefits package, including:
- Generous annual leave entitlement
- Local Government Pension Scheme
- Flexible and hybrid working opportunities (where applicable)
- Ongoing training and professional development
- Employee assistance programme and wellbeing support
- Staff discounts and local offers
- A supportive and inclusive working environment
Important Dates
Closing Date (Redeployment Only): 2nd October 2026
Closing Date (Internal & External): 11th October 2026
Interview Date: To Be Confirmed
Additional Information
If you have any questions about the role or interview process, please contact:
Andy Best – Head of Infrastructure and Customer Experience
abest@thurrock.gov.uk | 01375 652048
To view the Job Profile and Person Specification please follow the link below:
Download Job Profile (PDF Document)
Why Thurrock?
Working at Thurrock Council gives you the opportunity to join an organisation that is changing at pace, one where you can make a real difference to the lives of the people we serve.
Thurrock Council is moving towards a new community leadership approach which involves linking with local partners and communities as we shape our improvement for the years ahead.
This is an exciting time to join us, to shape the future success of our changing organisation and to have a positive influence on our borough.
Our location
Thurrock is located on the north bank of the river Thames. Our urban centres are a vibrant mix of established towns and new young communities, with a diverse and growing population of around 160,000 residents.
We are an emerging cultural and arts centre, home to the production centre for the Royal Opera House and the National Skills Academy for Creative and Cultural Skills. We have excellent retail and leisure opportunities, including Lakeside Shopping Centre, country parks, forests, and marshes.
Thurrock is just half an hour journey away from the centre of London by train and well connected by road.
Staff benefits
We offer lots of staff benefits, including a generous annual leave entitlement and hybrid working. We champion flexible working and job share applications are welcome.
Further information can be found here Employment benefits | Working for the council | Thurrock Council
Equality, Diversity & Inclusion
Thurrock Council is committed to equal opportunities. As a Disability Confident Employer, disabled people will be offered an interview where they meet all essential criteria on the person specification.
We serve a diverse community where people are different yet equal. Diversity underpins everything we do.
For further information about Thurrock Council please visit our website: Thurrock Council
We are seeking a committed individual to join us as Digital Field Support Officer to join the ICT Customer Experience Team. You will deliver prompt and effective technical support to Council users, resolve incidents and service requests to agreed service levels, minimising disruption and assist with installation, maintenance, and operation of IT hardware and software. You will also be required to support reliable IT services for internal and external users, help users adopt and effectively use IT technologies and working as part of a support team, including Service Desk, to deliver high-quality service. You will need to prioritise workload to meet overall service objectives and provide on-site and face-to-face support across council and customer locations.