It Service Desk Operator

Vacancy Information
Division / Department - Digital Data & Technology Grade - Grade 9 Status - Full Time Contract Type - Permanent Salary Grade Range - £28,302 - £30,783 Working Hours - 37.0 Hours per Week Shift Allowance - Yes Politically Restricted - No Location - Sussex Police Headquarters, Lewes 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.
Chief Constables' Message
We really welcome your interest in joining our Police Force. It is a privilege to lead the teams in Surrey Police and Sussex Police who continuously work selflessly and tirelessly in order to keep people in our counties safe. We are looking for talented and inspirational people who put the needs of the public at the heart of everything that they do and who want to make a difference. If you feel you are that person then we want to hear from you. We wish you all the very best with your application. Chief Constable Tim De Meyer & Chief Constable Jo Shiner
The Role & Key Responsibilities
The Role:-
We are looking for a customer focused individual to join our Joint IT Service Desk. The team work 24 / 7 team to deliver a 1 st class IT Service Desk service to Sussex Police and Surrey Police , based at Sussex Police Headquarters in Lewes. The role involves a wide array of software and hardware support with a high 1 st line fix rate.
To be a successful applicant you will require excellent customer service skills in order to deal with contacts from customers via multiple sources. You will need to convey technical information in an easy to understand manner accurately. Other duties include (but are not limited to) user account administration, activation of callout processes out of hours and the monitoring of high priority systems.
Successful applicants will initially work normal office hours, Monday - Friday whilst undergoing training. Once sufficiently trained they will then form part of a 6 week rotating shift pattern, which includes weekend working and night shifts. They will also form part of an on call rota outside of normal hours of duty. Once training has been completed and shift work has commenced, there is an additional unsocial hours (26.29% of basic pay) as well as on call standby payments. This results in the salary grade range actually being higher than indicated above.
Key Responsibilities:-
- Receiving / dealing with requests, making initial diagnosis / triage of incidents and providing information / advice to resolve at 1st point of contact (where possible)
- Allocate work to 2 nd line teams / 3 rd parties as appropriate.
- Significant levels of decision making and personal initiative, identifying the need for callouts, assisting in the response of the IT Department out of hours where necessary.
- 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.
SFIA skills
Application Support - Level 3
Customer Service Support - Level 2
Incident Management - Level 3
Problem Management - Level 3
The below Corporate Videos give you some indication as to what the successful candidate would be helping to support:-
Sussex Police Corporate Video
Surrey Police Corporate Video
Skills & Experience
- Proficient in Microsoft desktop software.
- Extensive experience in the provision of 1st line customer support and proven experience in understanding the needs of customers.
- Demonstrable experience in using analytical thinking and problem solving.
- 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, able to be flexible and work with fluctuating and conflicting demand.
- Awareness of networking and digital communication.
- Educated to A level or equivalent standard and has gained a minimum of 1 years' experience in a similar IT function.
Why Work With Us?
Policing is an exciting 24/7 business and we all have commitments outside work. We're invested in supporting people to balance their life with work and we encourage flexible working. We are open to conversations about job shares and part time working. We encourage agile working, giving you the opportunity to manage your own diary and work wherever you give the best service to the public. This may include flexi-time and home working. We take pride in looking after our people and offer a variety of benefits; • career progression
• contributory pension scheme (LGPS)
• generous annual leave allowance
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• generous and supportive parental leave
• financial and mental wellbeing guidance and support
• discounted contributory healthcare scheme
Diversity Statement
We are only as good as our people. It's really important that our officers and staff can be themselves in the workplace and we know that as an organisation we'll grow from the variety of thinking, approach and skills that diversity brings; all of which help us to deliver a better policing service. We strive to ensure how we deliver our services, provide information and how we recruit is open and accessible to all. We have multiple staff support groups who help to improve our understanding of minority issues and ensure they are reflected in our work. We are proud members of the Stonewall Workplace Equality Index and Disability Confident, a signatory of the Race at Work Charter and aligned with the Armed Forces Covenant and the HeForShe movement. We value the differences that people bring from all backgrounds and communities. Regardless of age, sex, ethnicity, sexual orientation, gender identity or gender expression, disability, social status or religious belief, we would love to hear from you. Please use the following links to find out more on Equality, Diversity and Inclusion at Surrey Police and Sussex Police
Further Information
For further information relating to this role please contact Jon Thayer, Joint IT Service Desk Team Leader - Jonathan.Thayer@sussex.police.uk or Simon Wales, Service Centre Manager - Simon.Wales@sussex.police.uk .