Second line support officer

  • Temporary
  • Walsall

Walsall Council

Temporary role

Pay – £11.50 – £13.58 per hour negotiable



  • Responsible for the delivery of 2nd line ICT support as a team member of the Service Desk team
  • Ensuring service performance is within established parameters.
  • Providing second line support and overseeing and monitoring handover to third line support.
  • Providing day to day support, guidance and mentoring to all customers within WMBC and other team members.
  • Provide advice, guidance and training to 1st line support to assist in the knowledge and understanding
  • Installation of customer rebuilds, re-location and new equipment both hardware & software

SPECIAL CONDITIONS: Participation in Team Rota to provide a support service between 0745 – 1730

Availability outside normal working patterns as may be reasonably requested


1.Provide support to users of the ICT Service Desk.

2.Monitor status of service requests and liaise with team members to ensure service desk issues are resolved

3.Resolve second line support issues and provide guidance to customers within WMBC on resolution on issues they are dealing with

4. Ensure all incidents are appropriately recorded in the Council’s Service Desk system

5. Act as the first point of contact for any business critical support requirements and take ownership for resolution.

6. Assist third-line support resolution using members of the Applications Support, Data Centre, Networks and Workstation teams. Throughout the process, maintain regular communication with the Staff and users in order to manage customer expectations. In cases where there is significant disruption, or there is disruption to members of the public, escalate immediately through the defined route and seek guidance on what communication can be made.

7. Preventative maintenance application and equipment.

8. Installation and re-location of equipment (both hardware & software) to specified standards.

9. Visiting sites throughout the borough to provide either an installation, re-location or incident support service

10. Deliver to clear objectives and monitor your performance (measures to be agreed), ensuring this is within agreed limits.

11. Deliver a customer focused culture and incident ownership within the Service Desk team.

12. Handle customer complaints, recording issues and ensuring problems are resolved.

13. Assist in collating information required by Your Team Leader for them to deliver reports in line with the reporting schedule defined by Quality and Performance Manager and pass to Account Managers as agreed.

14. Maintain support information.

15. Highlight recurring issues to the Team Leader Service Desk

16. Identify and highlight any deficiencies in the Service Desk personnel’s knowledge.

17. Request training / coaching of self and colleagues on systems support and support processes.

18. Report on all open incidents not closed within agreed time limits.

19. Follow and implement agreed Service Desk procedures and processes.

20. Assist in Business Continuity and Disaster Recovery processes.


This job description sets out a summary of the key features of the role. It is not intended to be exhaustive and will be reviewed periodically to ensure it remains appropriate for the role.

  1. To work as part of a flexible Customer Services Team, providing a high quality customer service to individuals, external organisations and third party suppliers.
  2. To develop a broad understanding of the Council’s priorities, the Directorate Delivery Plan and the Service Areas Service Delivery Plan and Strategy and understand how these will impact upon the post holder’s duties and responsibilities.
  3. Appraise and determine the impact of new or upgraded technologies and advise appropriate levels of management as to how they could impact upon the current service.
  4. To provide technical advice and guidance to senior staff members – this could be verbally or in a more formal report.

Team Working

  1. To work co-operatively with colleagues and service users throughout the Council..
  2. To use personal skills, knowledge and experience to optimum effect.
  3. To prepare accurate technical and specialist documentation.
  4. To independently and effectively deal with enquiries from all sources, including telephone callers and personal visitors. This includes responding to correspondence on general, technical and specialist matters within the postholder’s competence.
  5. To initiate, attend and be an active participant in working / project groups and other meetings, as the team’s representative, to identify, discuss and resolve current issues.
  6. To inform the relevant senior staff of all matters of concern arising within the scope of the post.
  7. The postholder must also undertake other duties within his / her competence, or otherwise appropriate to the grading of the post, as required.
  8. The postholder must, at all times, carry out his / her duties with due regard to the Council’s employment policies, with particular reference to Equal Opportunities and Health and Safety.

Skills, Knowledge, Ability and Values

1. Ability to resolve IT issues on;

– desktops

– laptops

– mobile devices

– phones

– thin client devices

– e-tokens

– networks

– Printers

A thorough understanding of;

Microsoft Windows 7 and 10

Microsoft Office

Microsoft Exchange

Microsoft Active Directory

Microsoft Systems Centre

A Service Desk System


  1. Demonstrate current experience of providing support to IT users in a large and busy ICT environment (ie 2000+ users)
  2. Have experience of installing hardware and software

Qualification:Qualified by experience of working in an IT Customer Services environment providing 2nd line support to more than 2500 IT users

A full UK driving licence is essential.

To apply for this job email your details to

You can apply to this job and others using your online CV. Click the link below to submit your online CV and email your application to this employer.