Main Purpose of Role
To provide first line technical support and customer service to the users of IT at Nottinghamshire Police. You will be required to provide general advice and guidance on issues impacting the customers’ use of IT products and services, dealing with customer requests and solving straightforward problems with mobile devices, dealing with customer deliveries and collections.
Key Skills & Experience Required
Knowledge and Experience
Has achieved proficiency in the tasks associated with an IT Customer Service role. Has experience of
- Providing first line technical support to customers
- Identifying, analysing and escalating where necessary reoccurring issues/trends.
- Ensuring that incidents and requests are handled to agreed procedures
- Ensuring that documentation of the supported components is available and in an appropriate form for those providing support.
- Creating and maintaining support information.
General technical knowledge of using and supporting the following technologies:
- PC and other operating systems, Knowledge of W7 / W10
- Microsoft Office Suite, O365
- Printers/photocopiers/scanners
- Remote access
- Laptops/mobile/handheld devices
- CESG encryption procedures and policies
- Projectors
- Video Conferencing
- Associated USB devices Adaptive Technologies
Experience of working within an ITIL based organisation.
Skills and Abilities
- Be able to communicate both verbally and in writing clearly, concisely and courteously to users, suppliers and colleagues of all levels
- Be self-motivated, self-confident, enthusiastic and able to work on own initiative and as part of a team.
- Be pro-active, flexible, open minded and innovative in style; willing to experiment with new ideas and implement change.
- Be able to analyse a problem or situation break it down systematically into its component parts and identify the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflect on the result, so that learning is identified and absorbed
- Be able to deal effectively with unexpected situations, taking advantage of opportunities and overcoming problems.
Benefits:
Some benefits of working for Nottinghamshire Police include but are not limited to:
Pension scheme – We pay around double the member contribution
Support networks and wellbeing
Annual leave entitlement – Starting at 24 days and increasing with length of service
Blue Light Card discounts
Flexible and agile working where suitable
Please see attached document titled ‘Police Staff Benefits’ for further benefits and information.
To Apply:
When applying, please complete the information on the next few screens.
The attached Job Description provides further details about the role.
When applying, refer to the person specification to evidence how you demonstrate your suitability for the role, ensuring the four areas have been considered.
You can also attach a supporting statement of no more than 2000 words referring to the person specification to evidence how you demonstrate your suitability for the role, along with your CV.
Please ensure any documents you attach during your application do not have your name or any identifiable personal details included within the text or the document name (including any images), so that your application can remain anonymous.
For current Office of the Police and Crime Commissioner staff applicants, please note that Nottinghamshire Police would be a new employer. However, an agreement has been made whereby all tenure and length of service will be honoured.
For further information about the role please contact: Toni McMonigle – Digital Support Manager on [email protected]
Vetting Level – Management – you must have resided in the UK for at least the last 5 years, with less than 12 months spent abroad (some exceptions for those living on a UK military base).
IMPORTANT INFORMATION
All applicants will be subject to the Nottinghamshire Police Vetting Policy.
Nottinghamshire Police is committed to the principles of Equality, Fairness and Diversity, and we welcome applications from all sections of the community in our efforts to recruit a diverse and flexible workforce that reflects the people we serve.
Reasonable adjustments will be considered at a later stage for candidates successfully shortlisted. Please be aware, this will not cause any detriment or impact to your application, our aim is to support you throughout the process.
Current Nottinghamshire Police staff only: Candidates currently at risk will be required to complete and attach the at-risk pro-forma document.
