Grade: SCALE 6 Role code: EIT0007 Status: Police Staff
Main purpose of the role:
Provide a high quality, second line technical support and advisory service of End User Computing devices for staff within Kent Police or Essex Police and other contracted organisations, including resolving and enabling the resolution of incidents, problems, requests, events, support the development new solutions or enhancements, configuration testing, implementing new hardware and associated software, EUC device replacement and roll-out programmes, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Provides a skilled and effective second line incident management service in respect of incidents affecting EUC devices, peripherals and installed software, undertaking technical diagnostics and analysis to resolve or return services to meet the service levels, escalating to management where there is an unforeseen or exceptional event and assisting with major or critical incident events as required, in order to deliver a high quality incident resolution service and support device replacement activity and the roll out of programmes.
Deliver a skilled and effective second line problem management service for EUC devices, peripherals and installed software, carrying out proactive monitoring and preventative maintenance services on all EUC devices, peripherals and installed software, in order to pre-empt hardware failures and ensure that equipment is performant and the applications are up-to-date in respect of security patches and anti- virus software, minimising risk and ensuring a high quality service to customers
Evaluate and resolve requests for services in respect EUC devices, peripheral devices and installed software, including the provision of new and replacement devices and software, undertake configuration, installation and the replacement of devices as part of a planned programme of work, including facilitating the moving and re-location of EUC devices as part of approved change management initiatives.
Undertake testing of hardware and/or software using supplied test procedures and diagnostic tools, carry out impact analysis of newly deployed software / applications, including transition activity involving fault diagnosis and feedback, in order to support the design, development, configuration, testing and implementation of EUC devices, peripherals and installed software to ensure the effective implementation of new and upgraded systems.
Deliver an access management service to users, assist with creation of accounts and the provision of relevant EUC devices for new starters, manage processes to cease accounts or implement changes for access and recovering equipment for staff movers or leavers, ensuring compliance with agreed force policies and procedures and facilitating customer access to appropriate applications and data folders,
Provide a high quality customer service and technical consultancy service to all customers, develop and maintain effective communication channels including updates and progress reporting in relation to reported incidents and requests for services, providing advice and training, in order to achieve a high level of customer satisfaction and ensure that the level of service and support matches or exceeds user expectations.
Create, maintain and update documentation and knowledge on EUC devices, peripherals and installed applications for both customers and other IT colleagues, maintain databases of identifiable issues, workarounds and fixes, in order to contribute towards an effective knowledge base and technical directory that allows customers to search and resolve their own technical issues and questions and assists with the speedy resolution of problems.
Develop and maintain effective working relationships with suppliers, contactors and internal customers regarding repair of equipment, resolving queries and advising on the requirement for repairs and replacement equipment as necessary, in order to ensure that work stations, mobile devices and associated hardware is appropriate, compatible and satisfies requirements, in order to deliver a high quality service to users.
Management vetting req.
EUC Field Operations Engineers will be educated to HND level standard and have gained at least 2-3 years experience in IT Operations, Service Desk or Incident Management and/or Field Operations. Possession of the ITIL Foundation Certificate and CompTIA A+ Hardware accredited, or equivalent industry experience, is desirable. Good working knowledge of Microsoft Operating Systems. An in depth knowledge of incident and problem management processes and procedures in a busy operations or technical support environment is essential. SFIA Skills of IT Operations (Level 4), Service Level Management (Level 4) and Configuration Management (Level 3) are required.
The post holder will have a good knowledge of customer service techniques and be familiar with software which enables users to create, populate and manipulate data structures. They will have a sound appreciation of the installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments and possess a sound knowledge of the forces IT infrastructure, hardware, databases, operating systems, local area networks etc.
Engineers will possess a thorough knowledge of the IT applications and service processes used within the Force and must have the ability to understand, instruct and follow technical support procedures. They must be familiar with basic desktop and mobile data technology in a client server environment. The post holder will be proficient in the use of office automation or productivity packages and needs to be familiar with any tool or system which provides access management security control i.e. prevents unauthorised access to systems. They will also require an understanding of installed system components and the capacity and performance implications of their interworking.
The post-holder will possess a technical appreciation and skills to diagnose a broad range of faults to hardware and software, including those of a more complex nature and undertake repairs such as replacing fans, hard drives, motherboards and printers. They must have the knowledge and ability to repair/replace equipment and achieve appropriate configuration in a way that ensures they operate within their planned specification.
Significant personal motivation and drive is essential and they will need to take a logical, analytical approach to problem solving and pay close attention to detail. The ability to work independently and with the minimum of supervision is essential. They must be able to mentor and provide advice and guidance to 1st Line Support Teams. Good communication and coaching skills and the ability to interact with a wide range of users across the Force is essential. The post holder will provide technical representation with suppliers on desktop hardware performance and technical support issues and will require the confidence and abilities to fulfil this role.
Analyse Critically (Level 1)
I recognise the need to think critically about issues. I value the use of analysis and testing in policing. I take in information quickly and accurately. I am able to separate information and decide whether it is irrelevant or relevant and its importance. I solve problems proactively by understanding the reasons behind them, using learning from evidence and my experiences to take action. I refer to procedures and precedents as necessary before making decisions. I weigh up the pros and cons of possible actions, thinking about potential risks and using this thinking to inform our decisions. I recognise gaps and inconsistencies in information and think about the potential implications. I make decisions in alignment with our mission, values and the Code of Ethics.
Collaborative (Level 1)
I work cooperatively with others to get things done, willingly giving help and support to colleagues. I am approachable, and explain things well so that I generate a common understanding. I take the time to get to know others and their perspective in order to build rapport. I treat people with respect as individuals and address their specific needs and concerns. I am open and transparent in my relationships with others. I ensure I am clear and appropriate in my communications.
Deliver, Support and Inspire (Level 1)
I take on challenging tasks to help to improve the service continuously and support my colleagues. I understand how my work contributes to the wider police service. I understand it is part of my collective responsibility to deliver efficient services. I take personal responsibility for making sure that I am working effectively to deliver the best service, both individually and with others. I am conscientious in my approach, working hard to provide the best service and to overcome any obstacles that could prevent or hinder delivery. I support the efficient use of resources to create the most value and to deliver the right impact. I keep up to date with changes in internal and external environments. I am a role model for the behaviours I expect to see in others and I act in the best interests of the public and the police service.
Emotionally Aware (Level 1)
I treat others with respect, tolerance and compassion. I acknowledge and respect a range of different perspectives, values and beliefs within the remit of the law. I remain calm and think about how to best manage the situation when faced with provocation. I understand my own emotions and I know which situations might affect my ability to deal with stress and pressure. I ask for help and support when I need it. I understand the value that diversity offers. I communicate in clear and simple language so that I can be easily understood by others. I seek to understand the thoughts and concerns of others even when they are unable to express themselves clearly.
Innovative and Open-minded (Level 1)
I demonstrate an openness to changing ideas, perceptions and ways of working. I share suggestions with colleagues, speaking up to help improve existing working methods and practices. I constantly reflect on my own way of working and periodically review processes and procedures for continuous improvements. I adapt to change and am flexible as the need arises while encouraging others to do the same. I learn from my experiences and do not let myself be unduly influenced by preconceptions.
Take Ownership (Level 1)
I actively identify and respond to problems. I approach tasks with enthusiasm, focusing on public service excellence. I regularly seek feedback to understand the quality of my work and the impact of my behaviour. I recognise where I can help others and willingly take on additional tasks to support them, where appropriate. I give feedback to others that I make sure is understandable and constructive. I take responsibility for my own actions, I fulfil my promises and do what I say I will. I will admit if I have made a mistake and take action to rectify this. I demonstrate pride in representing the police service. I understand my own strengths and areas for development and take responsibility for my own learning to address gaps.
I take into account individual needs and requirements in all of my actions. I understand that treating everyone fairly does not mean everyone is treated the same. I always give people an equal opportunity to express their views. I communicate with everyone, making sure the most relevant message is provided to all. I value everyone's views and opinions by actively listening to understand their perspective. I make fair and objective decisions using the best available evidence. I enable everyone to have equal access to services and information, where appropriate.
I always act in line with the values of the police service and the Code of Ethics for the benefit of the public. I demonstrate courage in doing the right thing, even in challenging situations. I enhance the reputation of my organisation and the wider police service through my actions and behaviours. I challenge colleagues whose behaviour, attitude and language falls below the public's and the service's expectations. I am open and responsive to challenge about my actions and words. I declare any conflicts of interest at the earliest opportunity. I am respectful of the authority and influence my position gives me. I use resources effectively and efficiently and not for personal benefit.
Public Service (Accredited)
I act in the interest of the public, first and foremost. I am motivated by serving the public, ensuring that I provide the best service possible at all times. I seek to understand the needs of others to act in their best interests. I adapt to address the needs and concerns of different communities. I tailor my communication to be appropriate and respectful to my audience. I take into consideration how others want to be treated when interacting with them. I treat people respectfully regardless of the circumstances. I share credit with everyone involved in delivering services.
I ensure that my decision-making rationale is clear and considered so that it is easily understood by others. I am clear and comprehensive when communicating with others. I am open and honest about my areas for development and I strive to improve. I give an accurate representation of my actions and records. I recognise the value of feedback and act on it. I give constructive and accurate feedback. I represent the opinions of others accurately and consistently. I am consistent and truthful in my communications. I maintain confidentiality appropriately.
Business Planning (Level 3)
Able to effectively contribute to the business planning process within a Division / Department. Demonstrates a broad understanding of the requirements of Force business planning and value for money. Identifies and recommends local objectives and targets for inclusion in the Division / Department plan. Takes responsibility for monitoring these and ensuring they are achieved.
Customer Services (Level 4)
Able to identify and interpret more complex problems affecting customers. Suggests improvements in customer services and generates solutions on behalf of customers, taking the necessary action to deliver these solutions. Regularly provides enhanced and high level customer service. Demonstrates the ability to select information for communication to customers and improve the flow of information between the organisation and customers. Actively seeks opportunities for improving working relationships.
Data and Systems Security (Level 3)
Able to undertake the testing of data to ascertain accuracy and can report findings and implications to the appropriate authority. Can create and request non standard reports from systems and interpret information supplied from system and audit logs. Recognises when technology has been misused and displays discretion in identifying the appropriate response. Aware of the software, hardware and environmental controls that should be in place and whether they are operating effectively. Familiar with a range of Force systems, networks, their use and registration. Possession of QiCA is desirable.
Health & Safety (Level 3)
as a basic understanding of Health and Safety issues affecting the current role and working environment. Takes responsibility for personal safety and the safety of others. Aware of hazards and reports problems identified to line manager. Understands and minimises the physical risk of injury through the use of proper manual handling procedures.
ICT - User Support/Help Desk (Level 4)
Has a detailed knowledge of one or more appropriate applications and/ or hardware platforms, and is experienced in using diagnostic processes to resolve the majority of faults calls. Able to apply reconfiguration techniques or work arounds to ensure continuity of operation in many situations. Likely to be accredited in a specialist area of systems support, such as Microsoft Certified Systems Engineer status or equivalent.
Know. of Police Environment & Policy (Level 3)
Has a basic awareness of current policing issues, the environment in which Kent Police and / or Essex Police operate and developments in the way the County is policed. Possesses sufficient knowledge of the roles of the various Areas / Departments, organisation structures and police systems to operate effectively. Understands appreciates and adheres to working procedures, practices and policies relevant to the current role. Familiar with Force goals and local business plan objectives.
Mgmt of Police Information (MOPI) (Level 3)
Has a basic understanding of the APP for Information Management (incorporating MOPI guidance) and its practical application. Recognises when there is a policing purpose to record information. Is familiar with the NPCC Retention Schedule. Takes personal responsibility to ensure information is recorded accurately and is retained for as long as it has a policing purpose and is stored in such way to allow it to be accessed by those with legitimate reason. Securely disposes of material which no longer has a policing purpose. Has successfully completed all standard relevant Information Management and Security, training package(s). Accurate use of Government Security Classification (GSC). Ensures physical and digital records are stored with appropriate security relevant to the sensitivity of the documents.
Risk Management (Level 4)
Able to anticipate risks likely to affect the team's ability to execute their function, in terms of likelihood and impact, and assesses how the challenges facing the wider organisation might affect their team and their objectives. Has an understanding of pathways to alert local managers to flawed or ineffective operational control strategies and provide continuity/recovery options. Has an appreciation that seizing opportunities also generates risks.