Provide a high quality 1st line technical support and maintenance service for IT equipment, systems, services, installed applications, collaboration and management software, including supporting design, development, testing and implementation activity, delivery a high quality customer service, maximising the effective use of systems and minimising the impact of service disruption for staff within Kent Police, Essex Police and other organisations with a contracted service provision.
Provide a skilled, effective and efficient IT Service Management service including the accurate and detailed recording of Incidents, Access and Service Requests for all IT equipment, systems, services and all installed application, collaboration and management software and where not immediately resolved, assigns to the appropriate IT technical resource or third party supplier, managing the life cycle of the call providing feedback to customers to ensure that incidents, access requests and services requests are resolved within agreed service levels and that customer expectations are fully met.
Deliver a skilled and effective first line incident management resolution service in respect of incidentsaffecting for all IT equipment, systems, services and all installed application, collaboration and management software, undertaking technical diagnostics and analysis to resolve or return services to meet the service levels expected by the customer, where the incident is of a major or critical nature, works as tasked or as part of a specialist team focused on the return of service.
Provide technical support to the Problem Management process for all IT equipment, systems, services and all installed application, collaboration and management software researching and linking incidents, creating problems as appropriate and obtaining diagnostic information in order to help ensure problem resolution by other IT resources or third party suppliers/maintainers.
Deliver technical support for Change Management and Release Management processes in respect of IT equipment, systems, services and all installed applications, collaboration and management software, implementing changes under direction, including configuration changes and the installation of new software, maintaining and developing a working knowledge of new equipment and systems being implemented to help ensure the efficient implementation of IT products and services throughout the forces.
Undertakes problem management and release management processes, researching and linking incidents, creating problems as appropriate, obtaining diagnostic information to assist problem resolution by other IT resources or third party maintainers, implementing changes under direction, including configuration changes and the installation of new software, in order to maintain high levels of technical support services and assist with the implementation of new products and services.
Provides a high quality customer service and technical consultancy service to all customers, including the delivery of advice, information and training, updating regularly in relation to reported incidents and requests for services, in order to achieve a high level of customer satisfaction and ensure that the level of service and support matches or exceeds user expectations.
Undertakes all work in accordance with agreed IT Services policies and working practices, create, maintain and update documentation and knowledge on IT equipment, systems and services for both customers and other IT colleagues, maintain record of accurate known issues, workarounds and fixes, contribute to knowledgebase for an effective customer orientated FAQ and technical service that allows customer to search and resolve their own technical issues to enable to speedy resolution of issues.
Invoke call out procedures for repairs and maintenance to systems as directed, logging faults, assisting with fault resolution and access to documentation, develop and maintain effective working relationships with suppliers and contactors regarding to progress, escalation and ultimate resolution of report incidents and requests for service, maintaining comprehensive records and monitor the performance of systems and contractors, in order to maximise system availability and compliance with security guidelines.
Management vetting req.
The post holder will be educated to HND level standard and have gained at least 2 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 as is 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 in Service Desk and Incident Management (Level 3), 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 Force IT infrastructure, hardware, databases, operating systems, local area networks etc.
The post holder will possess a thorough knowledge of all IT applications, systems, services, policies and processes used within the Force and must have the ability to understand, instruct and follow technical support procedures. The post holder will be proficient in the use of office automation or productivity packages.
The post holder must 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 good technical appreciation and skills to diagnose a broad range of faults all IT equipment, systems, services and all installed application, collaboration and management software including those of a more complex nature.
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. The post holder must be able to mentor and provide advice and guidance to other IT Support Teams.
The post holder must also have effective communication and coaching skills and the ability to interact with a wide range of users across the Force. 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.
This post is deemed to be a designated post. Vetting clearance is a pre- requisite of employment in designated posts and the post holder will be subject to a management vetting assessment every 12 months. National Security vetting clearances are reviewed every 5 years.
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.
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.
Health and Safety (Level 3)
Has 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.
Information Gathering and Analysis (Level 4)
Is able to identify reliable and appropriate sources of information and select methods of gathering information which are efficient and effective. Has a working knowledge of legislation and policy relevant to the collection, recording, storage and distribution of information.
Knowledge of Police Environment and 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.
Management of Police Information (MOPI) (Level 4)
Full compliance with Level 3. 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 and has working understanding of appropriate National Retention Schedules. Is able to quality assure own records management processes as well as those of any staff for whom they have supervisory responsibility. Is aware of where to seek further support in relation to Records management within force when necessary. If nominated as an Information Asset Assistant is familiar with the NPCC Information Asset Owners Handbook.
Risk Management (Level 3)
Demonstrates an awareness of personal risk management issues, challenges or difficulties likely to affect the post holder in the execution of their duties. Able to anticipate risks likely to affect their work and knows how to communicate the likelihood and possible impacts of such events to line managers or supervisors.