ICT 1st Line Support Officer - Ref: RT03221

Walsall, West Midlands
Salary: G5 £20,903 - £24,491 per annum
27 May 2021
13 Jun 2021
Job Ref
Contract Type
Working Pattern

Support Officer (1st Line) – Ref: RT03221
Salary: G5 £20,903 - £24,491 per annum
Contract: Permanent; possible job share
Hours: 37 per week covering shift patterns between 07.45am and 5.30pm

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.

We currently have one permanent vacancy 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).

View Information for Applicants

View Job Description and Employee Specification

Interviews will be held from Tuesday 22nd, Wednesday 23rd and Thursday 24th June 2021

Closing date: Sunday 13th June 2021

This post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers.

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