ICT Support and Service Desk Lead

ICT Support and Service Desk Lead

Leek Wootton, Warwickshire

Permanent

Full Time

Grade I

Salary £46,947 - £50,094

The closing date for this post is 12 noon on 3rd February 2020.

Those currently eligible on the redeployment register will be given prior consideration.

Interviews dates are to be confirmed

At Warwickshire Police we are on an exciting journey to return to being an independent force by spring 2021. This brings with it significant opportunities to establish our own operational ICT team and thereafter to transform our ICT to provide efficient, effective and modern services to our staff and officers. We are looking for a range of experienced and enthusiastic ICT professionals to help build the team and contribute to strategic improvements.

If you are interested in this role, please send your CV and a cover letter explaining how you meet the person specification in the role profile attached to evolve-recruitment@warwickshire.pnn.police.uk

The main purpose of this role is to provide a responsive customer-centric ICT service to Warwickshire Police officers and staff, with efficient and timely resolution of incidents within the team and by our suppliers

MAIN RESPONSIBILITIES:

To lead, coach, and develop managed staff, and ensure that the support and service desk team members are working in accordance with the ICT team ethos

To introduce and maintain good practice (incident management, problem solving, customer service, etc.) across the team in a proportionate and pragmatic manner

To ensure that robust support/service arrangements and adequate cross-county cover are in place for both office working hours and out of hours

To introduce and maintain effective asset management processes, ensuring that they are aligned with the Finance Team’s approach to asset management

To develop and maintain a knowledgebase to capture and re-use information on resolutions and workarounds

To identify problems from common incidents and ensure that they are fed through the appropriate channels for further consideration

To create and maintain robust starters, movers and leavers processes that ensure effective access control for systems and information

To provide MI and ad-hoc feedback to the ICT Relationships and Compliance team to help assessment of requests and areas where guidance, training or education is needed

To provide appropriate metrics regarding supplier and service desk performance to the ICT Relationships and Compliance Manager

To support the ICT Operational Services Manager in the event of a major incident, and to ensure that major incident reports with root cause analysis and remedial/preventative actions are provided by the relevant supplier or individual

To build and maintain effective working relationships with and across all suppliers and their service desks, and to be the initial point of escalation

To support the ICT Operational Services Manager in holding suppliers to account for their day-to-day service through attendance at the relevant operational governance meetings and review of monthly reports and trends

To support effective relationship management through attendance and participation at the end use forum run by the ICT Relationships and Compliance Manager

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.