Description:
A challenging opportunity exists for highly motivated and enthusiastic individuals, who wish to develop their IT skills through delivery of IT support, to a busy and fast moving police environment.
You will be required to work under the direction of the IT Support Specialist Manager providing support across the West Midlands Police area
Key Responsibilities
- Providing first/second line ICT support (Incident Management) to WMP customers
- Triage of customer incidents/service requests via telephone/email, and escalation where appropriate to Team Managers
- Update users on progress of their incidents and requests.
- Liaise with IT & Digital colleagues as well as other service providers both public and private sector.
- Assist IT&D colleagues in provisioning and supporting new IT services both fixed and mobile (Desktops, Laptops and Mobility Devices etc)
- Replacement of hardware such as hard drives, power supplies, keyboard and mouse Installation and movement of new and existing equipment and applications (e.g desktops, telephones)
- Arrange for Third Party Supplier to repair faulty laptops
- Maintaining and keeping up to date stock consumables.
- Maintaining and developing existing IT systems in compliance with WMP force policy
- Providing timely accurate management information for the WMP IT Support Specialist Manager/Business Manager
- Providing some transactional Business Support activity in relation to procurement of IT related products and asset management.
Essential Skills
- Basic understanding/experience in desktops, laptops (Windows), mobile phones (Android OS) is a requirement of the role.
- Full driving license is preferred but provisional license is required
Desirable
- ITIL Foundation
- Knowledge of call ticketing and asset management system
- There will be a significant amount of face to face and verbal contact when dealing with customers, in servicing their requests or incident management; good verbal and written communications and organisational skills are essential in terms of documentation of outcomes and resolutions.
- The post holders will be required work Monday to Friday within the force Flexi Hours Scheme.