Support Officer
2 weeks ago
**DaTS Support Officer (2nd Line) - Ref: RT15323**
- **Salary: G6 £27,803 - £32,076 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 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 based within the Civic Centre in Walsall, providing IT support to Council employees throughout the borough which requires them to visit external sites such as Libraries 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 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 who collect new equipment such as laptops and mobile devices. Currently the team is involved with a project to refresh our estate of laptops, replacing older machines with new Windows 11 compatible devices.
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.
**View **Job Description & Employee Specification**
**Closing Date: Friday 1st March 2024 (See Note Below - this vacancy may be closed earlier than indicated)**
**Our Recruitment Process**
Previous applicants need not apply.
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