Support Officer (2nd Line) Ref: RT15721
- Employer
- Walsall Council
- Location
- Walsall, West Midlands
- Salary
- Salary: G6 £23,541 - £27,741 per annum
- Closing date
- 13 Feb 2022
- Reference
- RT15721
View more
- Sector
- Local Councils
- Job Type
- Information technology
- Contract Type
- Permanent
- Working Pattern
- See advert details
- Hours
- Full-Time
Job Details
Support Officer (2nd Line) - Ref: RT15721
Salary: G6 £23,541 - £27,741 per annum
Contract: Permanent
Hours: 37 per week covering shift patterns between 7.45am and 5.30pm
Are you a good problem solver and communicator?
Can you ask the right questions so as to resolve end user ICT problems quickly and successfully?
Do you have the desire and commitment to work in a busy ICT Service Desk environment?
We have a permanent vacancy for a 2nd Line Support Officer within the ICT Customer Services Team. The 2nd Line Support Team are part of the Customer Services team providing IT support to Council employees throughout the borough which requires them to visit external sites such as Libraries, Childrens Centres and Active Living Centres to troubleshoot and fix hardware and software issues. A council van is provided for this purpose.
The 2nd Line Support team sometimes take front line calls during peak periods but more often than not they are responsible for more complex and time consuming incidents not resolved by the 1st Line Support Team. The 2nd Line Support Team are responsible for resolving technical incidents and for escalating or passing incidents to other teams within ICT or third party external suppliers.
The 2nd Line Support Team also provide a configuration and installation services to our customers which may require travel to external sites around the borough of Walsall.
The 2nd Line Support Team are expected to resolve 90% of incidents passed to them by using their own knowledge and liaising with 3rd line teams.
The role is varied – each day has different challenges; the council has a wide range of technology in place and has IT users with many different requirements.
For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).
This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.
View Job description and employee specification
View Information for applicants
Closing date: Sunday 13th February 2022.
Interviews will be held remotely using Microsoft Teams. Interview dates to be confirmed.
Company
Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.
We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.
View Walsall Council vacancies
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Living in Walsall
Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.
Find out more about Living in Walsall.
Walsall Council is committed to Safer Recruitment.
To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.
Social Work Matters - Children's Social Worker Recruitment
Some of our children require a special kind of support: yours. Visit our web page to find out more about joining Walsall Council as a Children's Social Worker.
Armed Forces Covenant
We are proud to support the Armed Forces Covenant. Walsall Council will guarantee an interview for any candidate who has formerly served in the Armed Forces and who meets the essential criteria for the job.
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- Website
- https://www.walsall.gov.uk/
- Telephone
- 01922 650000
- Location
-
Civic Centre
Darwall Street
Walsall
West Midlands
WS1 1TP
United Kingdom
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