2nd Line IT Support Specialist (Council)

Walsall Council; Walsall; On-site; GBP 33,000 - 36,000; Full time

Job summary

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team at the Civic Centre in Walsall. You will handle complex incidents, diagnose hardware/software issues, and contribute to device deployments across council services.

The role involves on-site support at locations such as libraries and Active Living Centres, with BPSS checks and a focus on delivering high-quality IT support to council employees.

Qualifications

• Strong problem-solving and analytical skills.
• Excellent communication and customer service abilities.
• Experience troubleshooting hardware, software, and end-user IT issues.
• The ability to prioritise workloads and manage multiple incidents effectively.
• A proactive and collaborative approach to working with colleagues, suppliers, and customers.
• A commitment to delivering high-quality IT support services.

Responsibilities

• Resolve complex IT incidents that cannot be resolved by the 1st Line Support team.
• Investigate, diagnose, and resolve technical issues, escalate when required.
• Assist with frontline call handling during periods of high demand when needed.
• Configure and deploy devices, laptops, and other technology solutions for council services.
• Support the IT estate through problem-solving and cross-team collaboration.

Skills

Problem-solving

Analytical skills

Customer service

Troubleshooting hardware

Troubleshooting software

Workload prioritisation

Incident management

Collaborative approach

High-quality IT support

Job description

Walsall Council is seeking a permanent 2nd Line Support Officer to join the DaTS Customer Services Team at the Civic Centre in Walsall. You will handle complex incidents, diagnose hardware/software issues, and contribute to device deployments across council services.

The role involves on-site support at locations such as libraries and Active Living Centres, with BPSS checks and a focus on delivering high-quality IT support to council employees.