Support Officer; 1st Line

Support Officer (1st Line) -

G5: £28,598 - £31,022 per annum

The 1st Line IT Support Team are the first point of contact for all council IT users, do you have excellent communication and customer service skills, can you ask the right questions , record the facts, do you enjoy solving problems and helping people and have you worked in a Customer Services Team previously?

The 1st Line IT Support Team are the first point of contact for all council IT users who need help with using, acquiring or changing their IT equipment which helps them do their day to day job; this is often to provide a front line service to the residents in Walsall for example a Highways Inspector, a Social Worker or a Councillor.

The Team is responsible for communicating with users, understanding and accurately troubleshooting and recording their problem or requirement in a service desk system and providing a resolution where possible, or passing to another team when appropriate.

Read more about our benefits at

If you would like to know more about this role, please contact:
Asha Chanian -  and Kully Gill -

Job Description and Employee Specification

When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form.

Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole - particularly your ‘Supporting Information’ - reflects your own voice.

26th January 2026.