WILTSHIRE POLICE Job Description Post Title ICT Support Officer

WILTSHIRE POLICE Job Description Post Title: ICT Support Officer (1st line) Department: Work Location: ICT Police HQ, Devizes Post Number: Generic Grade: W6 Security Vetting Level: SC Date : August 2008 Responsible to: Team Leader Reporting Structure: ICT ORGANISATION STRUCTURE The New Force ICT Structure ICT Support Officer (1st line) Job Purpose To support Force personnel make effective use of technology and ICT systems by providing outstanding 1st line support to ICT customers and users, drawing upon own knowledge, skills and experience to resolve 1st line queries as part of a larger multi-skilled team. To provide this support in a highly customer focused manner, effectively and reliably, ensuring agreed service levels are met and security and standards are assured. Main Responsibilities 1 2 Receive and log calls for service by phone, email or face-to-face. Provide highly customer focused 1st line support to these calls for service, helping users make effective use of technology and ICT systems and resolving as many issues as possible at this stage. Liaise with both 2nd and 3rd line support officers within the team and external third parties / suppliers to provide resolution to more complex tasks. Keep users informed of progress in resolving their issues and close the call when a satisfactory conclusion has been achieved. Perform user account administration tasks as required. Support the test, configuration and installation of new hardware or software products as appropriate, as required for issue resolution. Keep aware of ICT technical developments relevant to the role. Adhere to security and other standards, as set by the Assurance team. Ensure that any new assets installed by them are recorded in the asset management system and updated for changes. 3 4 5 6 7 8 9 10 Assist resolution of 2nd line issues where required (part of career development). Dimensions See latest version of ICT Strategy and Service Level Agreements Person Specification ICT Support Officer (1st line) Attributes Qualifications: Experience: A level or equivalent. Proven experience of working in a busy IT service delivery environment. Previous experience of working unsupervised and at remote sites. Previous experience of working in a customer focused environment. Practical experience of providing centralised IT service support. Experience of working in an environment where confidentiality is respected at all times. Able to demonstrate technical skills in the use of industry-standard PC desktop software applications, in particular, Microsoft Office, Microsoft Outlook, Help-Desk software, Spreadsheets and Webbrowsers. Good problem-solving and fault-handling skills. Good levels of communication and customer service skills, face to face and on the telephone. Ability to deal with conflicting demands, prioritise tasks, meet deadlines in a busy and pressurised environment. Flexible and self-motivated to work on own initiative as well as part of a team. General awareness of current and emerging computing and communication technologies. Proven knowledge and hands-on ability in the use of Microsoft Windows Operating Systems, the Internet/Intranet, general principles of Networking, Microsoft Office products, PCs, printers. Knowledge of the roles and functions of an ICT department. Awareness of the need for confidentiality. Understanding of customer needs. General awareness of equality and diversity issues in the working environment. Awareness of workplace Health & Safety issues. Understanding of confidentiality and Data Protection/Freedom of Information issues. Criteria On Appointment Desirable Desirable Desirable Essential Desirable Essential Skills: Essential Essential Essential Desirable Essential Knowledge: Essential Essential Desirable Essential Essential Essential Desirable Essential Attributes After Training Qualifications: Skills: Highly developed skills in the use of the Helpdesk call logging system. Installation and maintenance of desktop software and peripherals. User Account Administration Skills in various Force systems such as Windows Operating Systems, and Exchange and voicemail. Adept in the ability to instruct and advise users both written and verbally. Ability to develop and adapt to changing working practices in order to meet the demands of the Force, new legislation or new policies introduced within the Force. Ability to assist in training new 1st line staff. Experience: Experienced in system administration to reflect organisational moves and changes. Logging, reporting and taking action on calls using the ICT Department's Helpdesk software. Providing a quality customer support service to all members of the organisation, both operational and administrative. Be proficient in Help Desk best practice. Knowledge of the organisation and its structures. Knowledge of relevant Force ICT systems and related policies and procedures. Understanding of your responsibility under Equal Opportunities and the way in which your role and the organisation may impact on minority and more vulnerable communities within Wiltshire. Greater understanding of relevant health & safety issues within your working environment. Understanding of the impact of the Human Rights Act on the organisation and the role that you undertake. Understanding of the issues of service delivery targets and how they are used within the Force. Knowledge: Role Profile ICT Support Officer (1st line) Core Responsibilities Information Management Technology and Equipment Activities The role holder should effectively deliver these key requirements: 1082 - Develop user specifications Identify user requirements and develop specifications for technical systems in cooperation with the customer and within organisational restraints 1115 - Diagnose and rectify faults with technical systems or equipment Diagnose faults with technical systems or equipment and take appropriate action. Ensure that all action taken complies with organisational policy and legislation 1070 - Maintain computer security Ensure the integrity of computer systems through the implementation of approved contingency measures and the monitoring of use 1143 - Test technical systems or equipment Conduct a thorough test of technical systems or equipment using appropriate procedures to assess performance Managing the Organisation 1042 – Gather information to support action Gather information from a range of sources in order to support action. Ensure the information is obtained ethically and in accordance with relevant legislation and policy 236 – Participate in meetings Prepare for and actively contribute within meetings in a clear, concise and relevant manner, ensuring decisions and actions are communicated to appropriate personnel 5 1140 - Provide customer service Provide and promote service to customers in a professional manner in line with organisational policy and legislative requirements 1072 - Provide specialist advice and knowledge Provide specialist advice and knowledge to colleagues, partners and other individuals and agencies to support the achievement of organisational objectives and enable compliance with organisational policy Personal Responsibility 216 – Complete administration procedures Ensure that all matters relating to the process of information are carried out in a prompt, efficient manner and in accordance with legislation, policy and procedure 206 – Comply with Health and Safety legislation Ensure that you show a duty of care and take appropriate action to comply with Health and Safety requirements at all times 217 – Maintain standards of professional practice Ensure your behaviour complies with organisational values and organise your own work effectively to meet the demands of your role. Identify, implement and monitor development activities to enhance your own performance 242 – Make best use of technology Make best use of technology in support of your role, ensuring correct operation and compliance with organisational and legal requirements 141 – Promote equality, diversity and Human Rights in working practices Promote equality, diversity and Human Rights in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity in working practices 224 – Work as part of a team Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives 6 Other Undertake such other activities as are appropriate to the profile and grade, as may be required from time to time Behaviour Area Working with others Behaviour Respect for race and diversity – A Considers and shows respect for the opinions, circumstances and feelings of colleagues and members of the public, no matter what their race, religion, position, background, circumstances, status or appearance. Understands other people’s views and takes them into account. Is tactful and diplomatic when dealing with people, treating them with dignity and respect at all times. Understands and is sensitive to social, cultural and racial differences. Teamworking - C Develops strong working relationships inside and outside the team to achieve common goals. Breaks down barriers between groups and involves others in discussions and decisions. Works effectively as a team member and helps build relationships within it. Actively helps and supports others to achieve team goals. Community and customer focus - C Focuses on the customer and provides a high-quality service that is tailored to meet their individual needs. Understands the communities that are served and shows an active commitment to policing that reflects their needs and concerns. Provides a high level of service to customers. Maintains contact with customers, works out what they need and responds to them Effective communication - C Communicates ideas and information effectively, both verbally and in writing. Uses language and a style of communication that is appropriate to the situation and people being addressed. Makes sure that others understand what is going on. Speaks clearly and concisely, and does not use jargon. Uses plain English and correct grammar. Listens carefully to understand. 7 Achieving results Problem solving - C Gathers information from a range of sources. Analyses information to identify problems and issues, and makes effective decisions. Gathers enough relevant information to understand specific issues and events. Uses information to identify problems and draw logical conclusions. Makes good decisions. Planning and organising - C Plans, organises and supervises activities to make sure resources are used efficiently and effectively to achieve organisational goals. Plans and carries out activities in an orderly and well-structured way. Prioritises tasks, uses time in the best possible way, and works within appropriate policy and procedures. Personal responsibility - B Takes personal responsibility for making things happen and achieving results. Displays motivation, commitment, perseverance and conscientiousness. Acts with a high degree of integrity. Takes personal responsibility for own actions and for sorting out issues or problems that arise. Is focused on achieving results to required standards and developing skills and knowledge. Other Information ICT Support Officer (1st line) Wiltshire Police provides a 24 hour 7 day a week service therefore applicants should be prepared to be flexible in their approach to working hours. The post holder should have access to a vehicle or be able to make alternative arrangements to meet the requirements of the post. Where applicable the post holder will be expected to wear a uniform at all times when on duty. You will be required to attend all necessary and relevant training courses in respect of your employment to ensure compliance with the policies of the Police. 8 WILTSHIRE POLICE Police Staff Application – Notes on Competency Evidence ICT Support Officer (1st Line) Further to your request please find enclosed an Application Pack for the above position. Before completing the Application Form please fully read the Guidance Notes enclosed within this pack. On your Application Form please give your best example on the following competencies/criteria as selected from the Job Description/Advert. The competencies/criteria as set out below will be tested at shortlist stage (papersift); other competencies/criteria will be tested at interview. If a competency/criteria is deemed Essential then all candidates selected for interview must fulfil this requirement. Competencies to be tested at Shortlist (paper sift) 1 2 3 4 5 6 Experience of working in an environment where confidentiality is respected at all times Able to demonstrate technical skills in the following Software Applications: Help-Desk software, MS office software Excellent interpersonal, planning, problem solving and decision making skills Proven experience of working in a busy IT service delivery environment Previous experience of working in a customer focused environment Ability to work unsupervised, manage time effectively and to communicate clearly at all levels of the organisation as well as with external suppliers Essential X X X Desirable X X X 9 WILTSHIRE POLICE AUTHORITY Wiltshire Police The Police polices the County of Wiltshire with a current Police Force of c.1250 officers and a civilian support staff of c.950. Its three main operational and administrative centres are based at Salisbury, Melksham and Swindon. Police Headquarters is in the centre of the County in Devizes and it is from here that the Senior Officers of the Force work and many specialist departments are based, providing support to the operational divisions. Pension Employees of the Wiltshire Police can join the Local Government Superannuation scheme, which is a 6% contributory pension scheme matched by employer contributions. Annual Leave Annual Leave is 22 days per year. This will increase to 24 days per year after 2 years service increasing to 27 days after 5 years service with the Police Authority. No Smoking Policy The Wiltshire Police operates a No Smoking Policy. This means that smoking is prohibited within the buildings, outside of the buildings in the grounds and vehicles of the Police. Applications Please refer to the enclosed Notes on “Competency Evidence” and the “Police Staff Guidance Notes” prior to completing your application form as shortlisting for assessment/interview is dependent on the extent to which your application matches the Competencies/Criteria required for this role. Please do not submit curriculum vitae as the Wiltshire Police requires candidate's information to be supplied in a standard format on its own application form. Please note that the information you submit on the application form in the Competency Boxes must be contained within the confines of the space provided – information on any additional pages will not be considered during the shortlist process. 10 Formal Offer of Appointment Any offer of a post to a candidate is subject to: (i) (ii) (iii) Satisfactory medical clearance. (From April existing employees that change posts internally are also subject to medical clearance) Satisfactory security clearance Receipt of satisfactory references which will include a statement regarding the number of days absent due to sickness in last 12 months. This will then be measured by ‘The Bradford Score’ providing a summary measure of sickness absence combining information on both frequency and length of sickness-absence. This may be investigated further. Probationary period New appointees (including internal applicants) will be subject to a 6 months probationary period within which 3 progress reports will be undertaken. Following successful completion of this period the appointment will be confirmed. Existing employees that change posts internally are also subject to a probationary period of 6 months. Return of Applications Please return the completed forms to: The Recruitment Officer Wiltshire Police Police Headquarters London Road Devizes Wiltshire SN10 2DN 11