ICT Support Officers (2nd Line) - Ref: RT68219

Location
Walsall Borough
Salary
£22,684 - £26,732 per annum
Posted
13 Aug 2019
Closes
08 Sep 2019
Job Ref
WALS000004097
Contract Type
Full time permanent
Working Pattern
Standard
Hours
Full-Time

ICT Support Officers (2nd Line) - Ref: RT68219

£22,684 - £26,732 per annum
Permanent
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?

We have at least two permanent vacancies for 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 like 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)

  • Interviews will be held on Monday 16th and Tuesday 17th September 2019.
  • Closing date: Sunday 8th September 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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