Second Line Support Officer

Posted 15 November 2023
Salary Up to £13.41 per hour + £13.41 - £15.63 per hour dependant on exp.
Job type Temporary
Discipline IT
ContactNiamh Harvey

Job description

Second Line Support Officer

Type: Temporary, Full-Time
Hours: 37 hours per week
Location: On-site, Walsall Town Centre based
Duration: 3 months on going
Pay Rate: £13.41 - £15.63 per hour

Opus People Solutions are seeking a dynamic and proactive individual on behalf of Walsall Council, to join the team as a Second Line Support Officer. As a key member of the Service Desk team, you will play a crucial role in ensuring the seamless delivery of 2nd line DaTS (Data and Technology Services) support within established parameters.


  • Service Performance: Ensure service performance is consistently within established parameters.
  • 2nd Line Support: Provide effective 2nd line support, overseeing, monitoring, and facilitating handovers to 3rd line teams as required.
  • Customer Support: Offer day-to-day support, guidance, and mentoring to customers within our organization (WMBC) and collaborate with other team members to maintain a high level of service.
  • Knowledge Transfer: Provide advice, guidance, and training to 1st line support when required, contributing to the continuous improvement of the overall support function.
  • Equipment Management: Take charge of the installation and relocation of equipment, conducting troubleshooting of hardware and software to ensure smooth operations.


  • Proven experience in a 2nd line support role, with a focus on DaTS (Data and Technology Services).
  • Strong troubleshooting skills for both hardware and software issues.
  • Excellent communication skills with the ability to provide guidance and training to team members.
  • Adept at managing and prioritizing tasks to meet service delivery expectations.
  • Flexibility to adapt to a dynamic work environment and contribute effectively as part of a collaborative team.
  • Relevant certifications or qualifications in IT support will be advantageous.

How to Apply:

Send your CV

Opus People Solutions is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Note: This is a temporary position with the possibility of extension based on business needs.