ICT Deskside Support (Level 1)
Fixed Term Contract up to 12 months
Full Time 37 hours
The closing date for this post is 12 noon on Thursday 4th April 2019.
Those currently eligible on the redeployment register will be given prior consideration.
Interviews will be held on Friday 19th April 2019 based at Hindlip, Worcestershire
The main purpose of the role is to work flexibly within the Deskside Support Team, contributing to an efficient and effective ICT Customer Service, ensuring a quality end to end ICT Service to Warwickshire Police and West Mercia Police.
To provide deskside support (relevant to role skill level) across Warwickshire Police and West Mercia Police, both to internal customers and to external customers. To provide end users with support and maintenance within the organisation's deskside environment.
This includes working on e.g. laptops, mobile devices, PCs, CCTV, audio & visual equipment, radios.
To provide a Level 1 deskside support capability, to carry out appropriate customer incident resolutions, including invoking external support as necessary.
To work, as directed by the Team Leader, to deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans.
To manage and work with suppliers/partners to deliver an effective & efficient seamless service provision, as required by the level of the role.
Diagnose faults within deskside systems and take appropriate action, escalate (as per appropriate to skill level) ensuring proper recording, investigation and identification.
Maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.
Support the operation and control of the ICT deskside infrastructure required to deliver and support IT services and products to meet the needs of the alliance (as per skill level requires).
To be familiar with and support the aims and objectives of the team, department, contributing to the overall vison of the directorate and organisation.
To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
ICT (Level 3) professional qualification or equivalent ICT qualification
ITIL foundation certificate in IT Service Management, or similar
Knowledge of relevant IT technologies and applications including their use and application
Good knowledge, acquired through hands-on experience, in a customer service support environment for deskside systems
Able to operate effectively in a team environment with both technical and non-technical team members
Technical experience of PCs including desktop hardware and software
Excellent technical experience of current protocols, operating systems and standards
Experience of working in a customer focused role
Experience of supporting a diverse user base on both hardware and software related issues
A positive “can do” attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice
A commitment towards delivery quality customer service to internal and external customers
Ability to remain calm and controlled and maintain high performance within a mission critical service delivery environment
Excellent written and verbal communications skills
Ability to work within a multi-discipline team responsible for supporting key technologies
Requires a high level of accuracy and attention to detail
Demonstrable flexible approach to work, high level of self-motivation
Ability to quickly absorb and understand the technical aspects of any new ICT technologies