Digital Support Officer (Applications) at Cobalt Housing, West Derby

Digital Support Officer (Applications)

Liverpool

£35,065 per annum

Permanent, Full Time

This is an exciting new opportunity to join our Digital Services team as a Digital Support Officer (Applications).

This is an ideal role for someone who enjoys solving problems, delivering excellent customer service and has a genuine interest in how digital systems and applications support business services. As the first point of contact for digital support, you'll play a key role in resolving technical issues, delivering effective solutions and developing specialist knowledge in business applications, system change and application assurance.

This is an excellent opportunity for someone who wants to develop expertise in application management, business systems and digital transformation while tackling a varied range of technical challenges. With training, mentoring and hands-on experience, you'll build valuable skills whilst delivering solutions, contributing to key digital initiatives and helping shape the future of digital services. Based across our Knowsley and Croxteth offices, you'll be part of an ambitious Digital Services team helping to drive digital transformation across the organisation.

About the role

As a Digital Support Officer (Applications), you will provide first-line support to colleagues across a wide range of digital systems, software and devices. You'll investigate issues, analyse root causes, identify effective solutions and take ownership of incidents through to resolution.

Alongside core helpdesk responsibilities, you'll work closely with our Applications team to support system improvements, testing, change activities and supplier engagement.

This is an excellent opportunity for someone who wants to expand their knowledge of application management, business systems and digital transformation in a supportive environment.

Key Responsibilities

• Act as the first point of contact for digital support queries via phone, email, Teams and face-to-face support.
• Troubleshoot hardware, software and application issues, escalating where appropriate.
• Log, manage and resolve incidents through the helpdesk system.
• Support the rollout and setup of hardware and devices for colleagues.
• Assist with application testing, system changes and user acceptance testing activities.
• Gather and document evidence relating to application issues to support supplier resolution.
• Help develop and maintain user guidance, FAQs and application documentation.
• Analyse recurring issues, identify root causes and champion continuous improvement initiatives.
• Deliver digital systems training that builds user confidence and capability.
• Support the delivery of the Cobalt’s Digital and Transformation Programme.

For the full list of responsibilities and the person specification, please review the job description / recruitment pack linked below.
 

What We’re Looking For

We are looking for an individual who has:

• Excellent communication and customer service skills with the ability to support users with varying levels of technical knowledge.
• Strong problem-solving skills and a logical, analytical approach to troubleshooting.
• Experience working with a range of technology including laptops, desktops, mobile devices and software applications.
• An interest in how business applications support services, with a desire to develop knowledge of application management, systems analysis or product-based roles.
• Excellent attention to detail, particularly when recording issues, gathering evidence and following testing or change processes.