Job Details: Job Reference: HCC621674 Salary Range: GBP 26,918 : GBP 29,616 per annum Work Location:Elizabeth II Court,Winchester (Hybrid Working) Hours per week:37 Contract Type:Permanent Closing Date: 20 July 2025 Interview Date: w/c 28 July 2025 Hampshire County Council provides high quality public services to over a million customers. The Hampshire IT department plays a vital role in providing support to internal departments across a wide range of systems, applications, and services. Our Frontline support team consists or Tier 1 and Tier 2 IT Technicians. The Tier 2 role provides support to incidents escalated from Tier 1 and liaising with second and third line support teams. This is an exciting opportunity to join the frontline support team following the introduction of new systems to support the organisation such as a generative AI chatbot. The successful candidate will be an integral part of chatbot development both through enhancement of the tool itself via CoPilot studio, and creation of knowledge documents for chatbot to utilize. The Role: Key to this role is a basic knowledge of IT including experience using Microsoft Windows and Office applications, alongside impeccable verbal and written communication skills, the ability to multitask and prioritise a varied range of tasks. Experience utilising Microsoft low:code products is desired but not essential for this role. The ideal candidate will demonstrate willingness to learn and build proficiency across a variety of new and evolving systems/platforms. What you'll do: :Investigating, resolving or escalating incidents logged by users via Incident Management System :Creating, reviewing and uploading knowledge document/articles to be used with Chatbot and SharePoint :Develop Chatbot in line with customer/user needs and requirements. Focus on customer service through new Service desk contact routes (Chatbot, Callback, Webchat) :Interpretating data to analyse where knowledge and chatbot development is needed :Microsoft Low Code skills :AI Knowledge and desire to learn What we're looking for: :Experience with providing customer service to a range of differing customers and users :Demonstrate ability to logically investigate and resolve IT issues :Able to create knowledge documents for user across other support teams :Motivated to learn new technologies and keep up to date with changes in the IT field Why join us? Hampshire County Council is recognised nationally as one of the highest performing local authorities in the UK. A modern, forward:looking local authority, it offers a pleasant, supportive, and collaborative working environment. We can offer great flexible working options for this role as weve invested heavily in various technologies to support ongoing remote working options. This role can be partly carried out remotely, but some office:based working will be required to support business needs. Hampshire County Council is also a flexible employer interested in making the most of your skills and offers a great work life balance. We invest in you through our internal development programmes and training and offer a competitive salary and benefits package. Additional Information: Service Desk IT Technician Level 2Candidate Pack Vetting Requirements: This post is subject to Non:Police Personnel Vetting. Further information about this process will be provided to successful candidates. Candidates must have resided in the UK for a minimum of 3 years in order for clearance to be obtained. Contact Details for an Informal Discussion: Dominic Ashton, IT Service Desk Team Lead on County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment. In order to combat discrimi