1st Line Support Engineer
Hybrid – Warwick, Leek Wootton and Remote
Permanent Contract
Full Time
Salary £30,333.00 - £32,613.00
Those currently eligible on the redeployment register will be given prior consideration.
The main purpose of the role is to provide a responsive remote DS service to Warwickshire Police officers and staff, triaging, actioning, and escalating incidents and service requests as needed.
Main Responsibilities:
Take and log calls made to the Digital Services Service Desk, prioritising them in line with agreed procedures.
Review new service desk tickets received into the service desk application via email or the portal and prioritise them in line with agreed procedures.
Action tickets in priority order that are within capability/skills to a successful resolution.
Assign new (unallocated) tickets to other Support and Service Desk colleagues in accordance with agreed procedures.
Proactively own any allocated tickets, updating information about actions taken so that the portal enables the end user to be kept informed.
Ensure that end user satisfaction is sought prior to closing any allocated tickets, and that any residual issues are addressed with the 1st Line Team leader or other relevant Team Leader
Maintain and develop own technical knowledge and emerging technologies that could be of potential use within the force.
Undertake at least half a day a week in the field, learning from other Support and Service Desk colleagues.
Adhere to all procedures and processes (e.g. incident management, problem solving, customer service, user set up, asset management, etc.) as defined for the Support and Service Desk function. 1 st Line Engineer Oct 2024 Attend the designated location(s) for the hours and duties as provided in the rotas set by the ICT Support & Service Desk Lead and Local Support Coordinator.
Update the team knowledgebase with any newly discovered resolutions, workarounds, or other technical information that would benefit the wider team. Help identify problems arising from common incidents and ensure that they are fed through the appropriate channels for further consideration.
Ensure that any non-standard user requests are shared with the Service Operations Manager for further consideration and appropriate action.
To properly support and help develop Apprentices when working on the service desk.
To update the DS asset management register with any DS assets that are acquired, issued, moved, or decommissioned, and to participate in any DS asset audits.
To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
Knowledge:
At least 5 GCSE passes, including mathematics and English Language Microsoft Certified Professional or similar entry level ICT professional qualification
Experience:
Experience providing technical support to end users
Experience operating as a member of a contact centre
Experience administering and supporting a range of common technologies (e.g. Windows, Active Directory, MS Office, etc.)
Experience using ICT support tools and systems, including service management applications and monitoring tools
Experience escalating issues to suppliers
Key Skills:
Problem solving
Good telephone manner
Good written communication
Empathy / emotional intelligence
Ability to explain technical issues simply to non-technical colleagues
Team working 1st Line Engineer Oct 2024
Attention to detail
Special Conditions:
Occasional travel throughout Warwickshire.
Shift pattern hours 08:
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 recruitment process to successfully complete vetting and credit checks.
We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;
Remote Working
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