Support Officer (2nd Line) – Ref: RT36718

Civic Centre, Darwall Street, Walsall WS1 1DQ
G6: £22,180 - £26,208 per annum
17 Sep 2018
09 Oct 2018
Job Ref
Contract Type
Full time permanent
Working Pattern

Support Officer (2nd Line) – Ref: RT36718
G6: £22,180 - £26,208 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 two 2nd Line Support Officers 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, Active Living Centres either to repair equipment, delivery replacement equipment or collect redundant equipment.  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 provides a configuration and installation services to our customers again requiring travel 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 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).

Applicants must hold a Full UK Driving licence.
Interviews will be held on w/c 22nd October 2018
Closing date: Sunday 7th October 2018

Supporting documents
Job Description & Employee Specification
Important Information for Applicants

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