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ICT 1st Line Support Officer - Ref: RT03221

Employer
Walsall Council
Location
Walsall, West Midlands
Salary
Salary: G5 £20,903 - £24,491 per annum
Closing date
13 Jun 2021
Reference
RT03221

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Sector
Local Councils
Job Type
Information technology
Contract Type
Permanent
Working Pattern
Standard
Hours
Full-Time

Job Details

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.

Company

Walsall Council

Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

View Walsall Council vacancies

Applying for Jobs with Walsall Council

Take the stress out of making job applications by watching our ‘Applying for Jobs with Walsall Council’ video.

Living in Walsall

FROZENPart of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

 

Find out more about Living in Walsall.

Walsall Council is committed to Safer Recruitment.

MinerTo achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.  

 

 

 

Social Work Matters - Children's Social Worker Recruitment

Some of our children require a special kind of support: yours.  Visit our microsite to find out more about joining Walsall Council as a Children's Social Worker. 

Armed Forces Covenant

We are proud to support the Armed Forces Covenant. Walsall Council will guarantee an interview for any candidate who has formerly served in the Armed Forces and who meets the essential criteria for the job.

 

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Company info
Website
Telephone
01922 650000
Location
Civic Centre
Darwall Street
Walsall
West Midlands
WS1 1TP
United Kingdom

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