We’re looking for a proactive and customer-focused IT Support Officer to join our Information Technology & Security team. Working with the Head of IT & Security and our outsourced partners at City of Wolverhampton Council (CWC), you'll be the first point of contact for day-to-day IT support.
You’ll handle a range of queries, including system issues, password resets, Microsoft Office support, and basic troubleshooting. You’ll also help escalate and monitor tickets, support second line tasks where appropriate, and contribute to the smooth running of our systems and services.
If you're tech-savvy, solutions-driven, and enjoy helping people, this is a great opportunity to grow your IT career in a collaborative and values-led environment.
Key Responsibilities:
- Addressing first line technology issues and undertaking second line support duties where internal resolution would be faster than logging with CWC.
- Use of relevant tools and systems to meet ongoing requirements/queries
- Liaising with CWC on issues requiring escalation and progressing tickets through to completion
- Supporting upgrading software as required
- Monitoring third-party suppliers’ adherence to SLAs/KPIs.
- Treat all clients and customers in line with LGPS Centrals values
- Building effective relationships with vendors/CWC and LGPSC staff.
- Displaying a can-do approach and being responsive and timely to customer requirements
- Supporting IT systems and controls to ensure compliant with relevant FCA regulations and legislative requirements.
- Escalating Information Security Incidents to the Head of IT & S and CWC as required.
- Supporting, testing, implementation and infrastructure provision and operational support.
- Support business continuity and agile working from a support perspective – remote support
- Maintain records needed to support annual external audits – Starters, Leavers, Movers, permission changes, console snapshots etc.