Dats 2nd Line Support Officer

2 weeks ago


Walsall, United Kingdom Walsall Council Full time

DaTS 2nd Line Support Officer - Ref: RT00623 - (23000057)

Description

**DaTS Support Officer (2nd Line) - Ref: RT00623**
- **Salary: G6 £25,878 - £30,151 per annum**:

- **Contract: Permanent**:

- **Hours: 37 per week covering shift patterns between 8:00am to 5.00pm**

Are you a good problem solver and communicator?

Can you ask the right questions so as to resolve end user IT problems quickly and successfully?

Do you have the desire and commitment to work in a busy IT Service Desk environment?

We have a permanent vacancy for a 2nd Line Support Officer within the DaTS Customer Services Team (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, Children's Centres and Active Living Centres to troubleshoot and fix hardware and software issues. 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 DaTS or third party external suppliers.

The 2nd Line Support Team also provide a configuration and installation services to our customers which may require travel to external sites 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 3rd line teams.

The role is varied - each day has different challenges; the council has a wide range of technology in place and has IT users with many different requirements.

**Closing Date: 31 May 2023 (See Note Below - this vacancy may be closed earlier than indicated)**

**Our Recruitment Process**

Previous applicants need not apply.

Interviews will be held remotely using Microsoft Teams.

After completion of the interview there will be a verbal technical test over Teams.

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

Primary Location: GB-GB-Walsall

Work Locations: Civic Centre Zone 3D/F_WS1 1DQ_LOC_84 Civic Centre Zone 3D/F Darwall Street Walsall WS1 1DQ

Job: ICT Support

Organisation: Walsall Council BU

Job Posting: Apr 17, 2023, 4:58:04 AM



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