ICT Support Officer (1st Line) - Ref: RT68119

Walsall Borough
£20,143 - £23,600 per annum
13 Aug 2019
31 Aug 2019
Job Ref
Contract Type
Full time permanent
Working Pattern

ICT Support Officers (1st Line)

£20,143 - £23,600 per annum
Permanent; possible job share
37 per week covering shift patterns between 0745 am and 1730 pm

  • Are you an excellent communicator?
  • Do you have highly developed customer service skills?
  • Can you ask the right questions and record the facts?
  • Do you enjoy solving problems and helping people?
  • Have you worked in an IT Customer Services Team previously?

If you can answer “yes” to the above questions and have the desire and commitment to work in a busy ICT Customer Service Desk this may be the opportunity you have been looking for.

There are currently three permanent vacancies for 1st Line Support Officers within the ICT Customer Services Team and this may increase as our recruitment progresses.

The 1st Line IT Support Team are the first point of contact for all council IT users who need help with using, acquiring or changing their IT equipment which helps them do their day to day job; this is often to provide a front line service to the residents in Walsall for example a Highways Inspector, a Social Worker or a Councillor. The Team is responsible for communicating with users, understanding and accurately recording their problem or requirement in a service desk system and providing a resolution where possible, or passing to another team when appropriate.

It is essential that you have good verbal and written communication skills with a strong focus on delivering an excellent customer service to the Council’s IT users in a professional and timely manner.

You will need to have sufficient IT technical skills to resolve 80% of the calls you receive.

You will need to be able to work under pressure, assess the impact of each individual request received and prioritise your own work load.

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 from Monday 23rd until Wednesday 25th September 2019.
  • Closing date: Thursday 29th August 2019.

This vacancy may close earlier than the published date if a high volume of applications is received.

Supporting documents
Important - Information for Applicants
Job Description & Employee Specification

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