Vacancy Information
Division / Department - Information Technology (Joint)
Grade - Grade 9
Status - Full Time
Contract Type - Permanent
Salary Grade Range - £23,946 - £26,208
Working Hours - 37.0 Hours per Week
The starting salary for this role will usually be at the bottom of the salary range and will be pro-rata if the working hours are less than full time.
The Role
We are looking for a customer focused individual to work as part of a 24 / 7 team to deliver a first class IT Service Desk service at our Police Headquarters in Lewes. This role is in support of all Sussex Police users. Outside of normal office hours, it is also in support of all Surrey Police users too.
The post holder will require excellent customer service skills, dealing with requests from customers via telephone, email and via our SelfService portal. They will also be required to pay close attention to detail, inputting all relevant information into our call logging system for a diverse range of hardware and software issues. Other duties of the team include, but is not limited to, user account administration, activation of callout processes out of hours and monitoring of high priority systems.
Whilst the post holder would initially work normal office hours, Monday - Friday whilst undergoing training, they would ultimately be expected to form part of a 9 week rotating shift pattern, which would include weekend working and night shifts. They would also be expected to form part of an on call rota outside of normal hours of duty. As a result, there would be additional unsocial hours and standby allowances on top of the above stated salary grade range.
Key Responsibilities
- Responsible for receiving / dealing with requests, making initial diagnosis / triage of incidents and providing information / advice to resolve at 1st point of contact (where possible)
- Where issue cannot be dealt with, identifying relevant teams across IT and allocating unresolved calls as appropriate.
- Significant levels of decision making, identifying the need for callouts, potentially involving multiple on-call engineers, 3rd parties and Duty Managers out of hours.
- Personal initiative is required as not all circumstances or eventualities will have occurred previously or be documented.
- This is a significant role within the IT Dept, ensuring that user requirements or issues are recorded, triaged and resolved or transferred for additional work.
- The role is both the 1st point of contact, and potentially the only personal interface most force users have with the IT Dept, hence the requirement for providing a positive user experience.
Skills & Experience
- Proficient in desktop software
- Knowledge of application systems - the application of automated systems to the support of specific functions or processes
- Knowledge of networking and communication - the planning and management of the interaction between 2 or more networking systems, computers or other 'intelligent' devices.
- Extensive experience in the provision of 1st line customer service.
- Proven experience in understanding the needs of customers and keeping them in mind when making decisions or taking actions.
- Demonstrable experience in using analytical thinking and problem solving skills to acquire a proper understanding of the problem or situation by breaking it down systematically, identifying relationships, selecting appropriate methods for resolution and reflecting on the result to ensure that learning is identified and absorbed.
- Ability to take ownership of the customers problem and follow the call through to resolution.
- Excellent communication skills with the ability to converse with customers of differing technical abilities and skills, departmental staff and management at all levels.
- Excellent attention to detail.
- Excellent team working.
- Good personal organisation skills and time management with experience of being flexible and working with fluctuating and conflicting demand.
- Demonstrable experience of using own initiative to make decisions when under pressure or when process documentation is not available.
- Educated to A level or equivalent standard and has gained a minimum of 1 years' experience in a similar IT function.
Contact Details
For further information relating to this role please contact Jon Thayer, Service Desks Manager - Jonathan.Thayer@sussex.pnn.police.uk
Additional Information
Following submission of your application you will receive a confirmation email with a copy of your application attached. Occasionally emails from this address can fall into spam/junk folders so please ensure this is checked regularly. You may wish to consider adding noreply@surreysussexpolice.as.recruitmail.com to your address/contact list to ensure you receive all communications.
This post is being advertised in parallel with Force redeployment processes. Any redeployees who are identified will be given preference. This may result in the post being withdrawn at any point during the recruitment process.
If you are an internal candidate looking to apply for this role, please ensure that you discuss your application with your line manager before submitting an application. If you are conditionally offered the role your attendance record and any reasonable adjustments already in place will be discussed with yourself and your current line manager.
Please note that not all jobs are available for internal candidates across both Forces, the current agreed recruitment principles are;
- vacancies in collaborated units are available to all officers and staff across both Forces
- vacancies in non-collaborated units are only available to officers and staff within the Force with the vacancy unless it is advertised externally. If the vacancy is advertised externally and an officer or member of staff from the other Force is success it will result in a transfer of employment.
Surrey Police and Sussex Police Special Constables, Volunteers and Agency Staff (excluding self employed workers) covered under the Agency Worker Regulations (AWR) are eligible to apply for internal advertised posts.
Applications will only be accepted by clicking the 'Apply Now' button. CVs are not accepted as part of our recruitment process.
Diversity Statement
We are only as good as our people. It's really important to us that our officers and staff can be themselves in the workplace and we believe that as an organisation we'll benefit from the variety of thinking, approach and skills that diversity can bring; all of which helps us to deliver a better policing service.
We have worked really hard to create a safe, open and inclusive culture. We have a range of staff networking groups to provide specific support and advice and we are proud to be members of Stonewall and Disability Confident, and to be aligned with the Armed Forces Covenant and the HeForShe movement.
We value the differences that people bring from all backgrounds and communities so, regardless of age, gender, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious beliefs, we would love to hear from you.
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