Support Officer (2nd Line) - Ref: CG01017

Walsall Borough
Salary: G6 £21,745 - £25,694 per annum
18 Apr 2017
27 Apr 2017
Job Ref
Contract Type
Full time permanent
Working Pattern
Shift work

Support Officer (2nd Line) - ref CG01017
Salary: G6 £21,745 - £25,694 per annum
Contract: Permanent
Hours: 37 per week covering shift patterns between 0745 am and 1730 pm

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?

There is a permanent vacancy for one 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; sometimes taking front like calls but more often than not being 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 provides a configuration and installation services to our customers. The 2nd Line Support Team are expected to resolve 90% of incidents passed to them by using their own knowledge and liaising with more senior 3rd line teams.

The role is very varied – each day has different challenge; the council has a wide range of technology in place and IT users with many differing 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)

Interviews will be held on Wednesday 10th and Thursday 11th May 2017

Closing date: Tuesday 25th April 2017

Information for applicants
Applications are invited using our online application form only.  If you have a disability and require information on submitting an application in another format then please contact us via email:
All correspondence will be via email, therefore candidates should check their email and WMJobs account on a regular basis after submitting an application.

This vacancy may be closed earlier than the published closing date should we receive a large number of applications. Therefore, it is strongly advised that candidates submit applications at the earliest opportunity.

Supporting documents
Job Description & Employee Specification

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