Second Line Support Officer - Walsall, United Kingdom - OWOA

OWOA
OWOA
Verified Company
Walsall, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Second Line Support Officer

Location:
Walsall


Main Purpose of the Job Role: As a Second Line Support Officer within the Service Desk team, your primary responsibility will be to deliver second line support while ensuring service performance aligns with established parameters. You'll provide guidance, mentoring, and day-to-day support to customers and team members, overseeing issues and handovers to 3rd line teams. Additionally, you'll be involved in equipment installation, relocation, and troubleshooting of hardware and software.


Role Specific Duties and Accountabilities:


Support Delivery:
Provide comprehensive support to users of the DaTS Service Desk, resolving 2nd line support issues efficiently.
Communicate effectively with customers to offer accurate advice and information.
Monitor service requests and ensure prompt resolution of Service Desk issues.
Record all incidents appropriately within the Council's Service Desk system.


Issue Resolution and Guidance:
Act as the primary point of contact for critical support requirements, taking ownership of resolution.

Assist 3rd line support in resolving cases involving Applications Support, Data Centre, Networks, and Workstation teams, maintaining constant communication to manage customer expectations.

Install and relocate hardware and software to specified standards.
Provide on-site support and assistance across various locations within the borough.


Performance and Reporting:
Deliver against set objectives while monitoring performance within agreed limits.
Foster a customer-focused culture within the Service Desk team, handling complaints and ensuring incident ownership.
Assist in collecting required information for reports and highlight recurring issues to DaTS Customer Services Leads.


Process Adherence and Improvement:
Follow and implement agreed Service Desk procedures and processes.
Contribute to Business Continuity and Disaster Recovery processes.


Corporate Duties and Accountabilities:


  • Comply with and promote Health, Wellbeing, and Safety at Work policies within your areas of responsibility.
  • Uphold the Council's employment policies, particularly regarding diversity, equality, and community involvement.
  • Ensure services align with Council strategies, objectives, and continuous improvement programs, complying with regulations and policies.
  • Act as part of a flexible team to deliver highquality services to individuals, external organizations, and partners.

Knowledge/Experience:


  • Demonstrated experience providing support in a large IT environment.
  • Knowledge of ITIL principles.
  • Handson experience installing hardware and software.
  • Evidence of continuous professional development.

Qualifications:


  • Recognized qualification in IT Customer Services or substantial experience in a similar role within a large IT Customer Services environment.
  • Full UK driving license

Job Type:
Fixed term contract


Salary:
£14.41-£21.62 per hour

Expected hours: 37 per week


Benefits:


  • Company pension
  • Free parking
  • Onsite parking

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Walsall,

West Midlands:
reliably commute or plan to relocate before starting work (required)


Education:


  • A-Level or equivalent (preferred)

Experience:

- customer service: 1 year (preferred)


Licence/Certification:

  • Driving Licence (preferred)

Work Location:
In person
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