DaTS Senior Support Officer - 1st and 2nd Line - Ref: RT01924

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Job Description

DaTS Senior Support Officer - 1st & 2nd Line - Ref: RT01924

• Salary: G7 £31,364 - £35,745 per annum
• Contract: Permanent
• Hours: 37 per week covering shift patterns between 8:15am to 5.00pm

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

Can you provide support to our service desk members and customers to solve IT related issues?

Are you able to demonstrate leadership qualities and take the lead role when resolving incidents, managing your own workload and those of others?

We have a permanent vacancy for a Senior Support Officer 1st and 2nd Line within the DaTS Customer Services Team. The 1st and 2nd Line teams are part of the Customer Services team based within the Civic Centre in Walsall, providing IT support to Council employees throughout the borough.

We are looking for a proactive and self-motivated person with a practical experience of operating within an IT Service Desk environment with strong technical knowledge to help support all aspects of IT systems.

As a Senior Officer you will provide support to the Service Desk team and to the customers of DaTS, you will help to oversee and monitor service performance and the handover of calls to technical services and 3rd party suppliers. This role will be a vital part of the Service Desk's future as we look to gain SDI accreditation and focus on developing our ITSM tool to provide improved self-serve capabilities. You will also provide assistance to the Service Desk Leads and deputise for them when required.

Please see the job description and employee specification for full details.

Closing Date: 7/07/24 (See Note Below - this vacancy may be closed earlier than indicated)

Our Recruitment Process

Please be aware that this is a "rolling advert" and that during this time applications will be reviewed as part of the shortlisting process on a regular basis. Interviews will also be convened at regular intervals. Any candidates that are unsuccessful during either the shortlisting or interview stages will not be reconsidered if they re-apply during this time. The advert will be closed when all positions are filled and therefore, we encourage you to submit your application at the earliest opportunity.

Interviews will be held remotely using Microsoft Teams.

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).

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

Read about our employee benefits at https://go.walsall.gov.uk/jobs-and-careers-/benefits-of-working-for-us

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. See our Information for Applicants leaflet for further information.

About Us

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.

Living in Walsall

Part 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.

Walsall Council is committed to Safer Recruitment.

To 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.