Core Responsibilities/ Accountabilities z

Technical:

  • To provide the Force with an efficient and effective service desk function, including the logging of calls from users, and where possible, solving the problem immediately, with prioritisation and escalation to the most appropriate internal or external resource if relevant/required.

  • To receive requests for assistance from users in a pleasant and professional manner.

  • Within agreed procedures, to take ownership of faults and manage to a satisfactory conclusion.

  • To maintain accurate log entries of requests with fault details and contact information within the Service Desk System used.

  • To search documentation and previous requests for assistance on related topics to establish possible solutions to calls, and document any findings on the call log.

  • To respond to requests for assistance by providing information to enable callers to solve their problems. Maintain accurate log entries of contact with resolution details and follow up information.

  • To take appropriate action to escalate to the Service Desk Team Leader and/or IT Support Manager, any calls which are not resolved in the expected or requested timescale.

  • To carry out ad-hoc system tasks as requested by IT System Account Managers, through approval by the IT Support Manager.

  • To work with IT System Account Managers, Desktop Team and BAST Team to keep the Knowledge-Base entries up to date.

  • Maintain the rapport with customers by displaying a detailed understanding of their support requirements.

  • For calls allocated to the service desk, maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.

  • For calls allocated to the service desk, proactively manage updates to all parties with incidents / service request statuses through to resolution.

  • Understand and proactively operate the escalations procedure.

  • Bespoke Business Information Systems Support

    • General:

  • Actively promote equality of opportunity, work towards eliminating discrimination and promote good relations between all groups of people.

  • Undertake such other duties commensurate with the post as may be required for the safe and effective performance of the job.

  • This role description should develop along with the changing demands of policing reflected in Force Objectives and priorities.

  • Be flexible in terms of working location and be prepared to work temporarily at other locations within the Force area, undertaking a similar role.

    • Other:

  • To maintain individual user details and Group Distribution Lists for the Force internal email system.

  • Process all requests for the creation/amendment/deletion of users and passwords on Computer Systems, according to Force Information Security and System Security Policies.

  • To undertake daily system checks on a rota basis and to report any issues to the appropriate IT System Account Manager through the Service Desk system.

    • Essential Criteria

    Knowledge/ Education (including qualifications)

  • To be educated to degree level, or equivalent in an IT related subject or equivalent experience working to that level

  • To undertake a customer service qualification within the first year e.g. the IT Service Desk Institute Work Experience:

  • Experience of logging, and managing to a satisfactory conclusion, all incidents and service requests in an IT Service Desk environment

  • Experience of working in a high demand, highly pressurised environment

    • Personal/Interpersonal Skills, Aptitudes:

  • Understanding of information security issues

  • Ability to work to defined procedures in an accurate, detailed and timely manner.

  • Excellent written and verbal communication skills and the ability to establish a good working rapport at all levels within the force, regional partners and external parties.

  • Excellent problem solving and the ability to positively approach challenging situations and resolve to a successful outcome.

  • Ability to rapidly absorb new technical information as required.

  • Ability to disseminate technical information to a non-technical audience.

    • Special Skills:

    Experience of working with:

  • ITSM Tool Use

  • Asset and Configuration Management

  • Microsoft Environment (Inc. office )

  • Blackberry BES and UEM infrastructure

  • Citrix Thin Client

  • VMWare

  • Windows 7 and 10 Operating Systems

    • Desirable Criteria

    Knowledge/Education (including qualifications)

  • To possess a professional qualification in the ITIL Best Practice Framework

  • To be educated to degree level in an IT subject

    • Work Experience:

  • To have experience of supporting information and communication systems in an emergency services environment.

    • Personal/Interpersonal Skills, Aptitudes:

  • Understanding of information security within an emergency services environment.

    • Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.