It Support Officer

A challenging opportunity exists for highly motivated and enthusiastic individuals, who wish to develop their IT skills through delivery of IT support, to a busy and fast moving police environment.
You will be required to work under the direction of the IT Support Specialist Manager/Business Manager providing support across the West Midlands Police area.
Key responsibilities
• Providing first/second line ICT support (Incident Management) to WMP customers
• Triage of customer incidents/service requests via telephone/email, and escalation where appropriate to Team Managers
• Update users on progress of their incidents and requests.
• Liaise with IT & Digital colleagues as well as other service providers both public and private sector.
• Assist IT&D colleagues in provisioning and supporting new IT services both fixed and mobile (Desktops, Laptops and Mobility Devices etc)
• Replacement of hardware such as hard drives, power supplies, keyboard and mouse
• Installation and movement of new and existing equipment and applications (e.g desktops, telephones)
• Maintaining and developing existing IT systems in compliance with WMP force policy
• Providing timely accurate management information for the WMP IT Support Specialist Manager/Business Manager
• Providing some transactional Business Support activity in relation to procurement of IT related products and asset management.
Knowledge and skills
Essential
• Basic understanding/experience in desktops, laptops (Windows 7,8 and 10), mobile phones (Android OS7 to OS12) is a requirement of the role.
• Full driving license is required
Desirable
• ITIL Foundation
• Knowledge of call ticketing and asset management system
• There will be a significant amount of face to face and verbal contact when dealing with customers, in servicing their requests or incident management; good verbal and written communications and organisational skills are essential in terms of documentation of outcomes and resolutions.
• The post holders will be required work Monday to Friday within the force Flexi Hours Scheme.
Vetting:
Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Checks prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.
Medical:
Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.
West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a 'Disability Confident Interview Scheme' - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.
It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.
"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"