1st/2nd Line ICT Support Analyst

This role involves:

• Being the first point of contact to receive and log incidents/service requests from customers via telephone, email and customer service desk and processing accordingly.
• Providing first and second line diagnosis, resolution and technical support.
• Working as part of a busy, customer focussed team in a technically challenging environment to provide all ICT related services across the group structure.

The successful candidate will have experience of working in a 1st and 2nd line support role with good all-round technical knowledge of ICT in a multi-site environment and ability to analyse and successfully resolve complex problems. You will also possess excellent verbal and written communication, problem-solving, customer service and interpersonal skills and have a good knowledge and understanding of data protection principles.

Job Purpose

• Reporting to the ICT Infrastructure Support Team Leader, the post holder will be part of the ICT team who provide ICT related services across the WATMOS group in Walsall and London.
• The work of the post holder will directly impact upon services that support front line services, their continuity and delivery.
• The post holder will be required to function effectively in a busy, customer focussed and technically challenging environment providing 1st and 2nd Line technical support.

We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution.

In line with our ethos as an organisation we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.