ICT Logistics Support
Posted on Jun 11, 2019 by CV-Library
The closing date for this post is 12 noon on 25th June 2019
Those currently eligible on the redeployment register will be given prior consideration.
The main purpose of the role is to respond to and resolve incidents involving information services, systems and related equipment used at the workplace and provide assistance to users to enable them to make effective use of such services, systems and equipment together with administration of the business units IS/ICT enterprise. This includes the network, cabling, hardware and software (voice, data and computer) in support of the delivery of agreed IT services.
Respond to requests for service by users, specialists or others and deal effectively with a broad range of problems of moderate complexity, only escalating those that need specialist or management attention.
Responsible for local systems administration security management, incident handling, availability and performance monitoring, routine start-up and closedown, and the maintenance of operating plans and schedules.
Review systems’ procedures to ensure that the users are making best use of the technology available and provide advice where this could be improved.
Demonstrate commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimised.
Provide an effective interface between users, ICT Service Desk, ICT specialists and service providers for all requests ensuring that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
In consultation with users, demonstrate all features, plan requirements, install and commission local elements of the IS/IT enterprise, products and services and their upgrades. Provide local user support for the implementation of new systems.
Propose, discuss and evaluate potential solutions with users and other ICT staff and implement agreed resolutions or workarounds as directed.
Provide a timely service to the local staff responding to urgent requests for support. This may require travel to other locations at short notice.
To use available systems, services or specialist monitoring tools to maintain awareness and control of the local business units ICT enterprise.
To respond and rectifying a broad range of operational exceptions and error conditions and to communicate with users, specialists or others where these actions necessitate modification, restriction or complete removal of resources, services.
To regularly monitor requests and provide management information regarding workloads and priorities to the divisional Support Services Manager and IT. Liaison and Logistics Team Leader.
Assist users in making more effective use of local elements of the IS/IT enterprise, products and services, investigating problem situations to diagnose underlying causes and helping users to recover or continue operation.
To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
Level 3 qualification, or equivalent.
Experience of working as an ICT technician specialising in support of a wide range of locally installed ICT systems.
A working knowledge of ICT systems including Microsoft Operating Systems, Microsoft Office, desktop and peripheral equipment.
Experience of working with a converged IP network.
Experience of supporting a wide variety of ICT systems and applications.
Detailed knowledge of IT security issues within a Microsoft operating environment and the ability to quickly absorb and understand new IT systems and processes.
Ability to progress assignments, working on own initiative with minimal supervision.
Excellent customer service skills.
Proactive problem solving skills.
Ability to document systems, operational procedures in a precise and clear manner.
Demonstrate experience of problem solving in Microsoft XP/Win 7, Microsoft Outlook.
An ability to communicate well with specialist ICT technicians and end users at all levels.
Demonstrate the ability to operate calmly and professionally under pressure.
Demonstrate the ability to work as part of a small team.
Frequent Physical Effort required.
Regular travel throughout the Warwickshire and West Mercia Policing areas.
Unsocial hours (Occasional).
We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.
You will be required as part of Warwickshire Police and West Mercia Police recruitment process to successfully complete vetting and credit checks