IT Support Technician

SETSU have an opening for an IT Support Technician to act as the first point of contact for all IT service related enquires locally, regionally, and nationally. This person will provide 1st line fixes for IT related issues, and will be supported by colleagues at 2nd and 3rd line for advice, guidance, and escalations.,

• Provide efficient and effective call taking and logging for Police Officers and staff within SEROCU, CTPSE and other partner agencies with regard to SETSU IT issues to agreed service levels.


• Support management of end-to-end device lifecycles in accordance with the end user device strategy, including device road maps and evaluation through to disposal, with a focus on supportability, usability and cost effectiveness.


• Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate to ensure efficient resolution of incidents to agreed service levels.


• Verifying and capturing of essential user call information to ensure service performance is maintained and is line with policy and legislation.


• Actively encourage users in making more effective use of SETSU products and services to enable them to work more efficiently.


• Acting as "service champion", work in conjunction with SETSU staff and Base Managers to identify and maintain knowledge and process gaps to ensure agreed service levels are met.


Further comments

• Support for fixed and mobile client work terminals, mobile devices, and the wider SETSU IT Network. services located across the South East Region collaborating Forces, as well as SEROCU, CTPSE and other partner agencies.


• Ability to engage positively with a variety of stakeholders from within both business and IT teams. The role holder will work with immediate and/or wider IT team members to share best practice whilst providing development and performance assistance when required. They will act as a subject matter expert to provide guidance and advice to all staff where necessary.


• Activities are determined by the operational imperatives, defined as major incidents and serious organised crime requiring specialist support. The range and scope of role will require engagement across local, regional, national and international problem profiles. The response times for a task are determined by operational requirements.
  
  We are looking for an enthusiastic individual that has strong interpersonal and customer service skills because end user support is provided both over the phone and via email. The right person will have the ability to explain complex information to different audiences and to be able to think logically in a fast-paced environment whilst maintaining a high level of accuracy.


You must be familiar with computers and have a good understanding of the principles of an IT network and infrastructure.

You may be required to travel for business purposes across the South East and occasionally throughout the UK. Therefore, the successful candidate will require a full UK driving licence held for at least 2 years.,
• Good communication skills (written and oral) with a proven customer focussed approach. Must be a team-worker who is flexible and adaptable but can also work with little direct supervision in a pressurised environment.


• Good problem solving and trouble-shooting skills with the ability to think logically in a fast paced environment whilst maintaining high levels of accuracy.


• Good understanding of the principles of an IT network, infrastructure and mobile data on 3G and 4G platforms. Working knowledge of Windows and Apple operating systems and devices.


• Proven ability to work in a secure and confidential environment with the highest standards of integrity. Able to recognise sensitive information and maintain discretion and confidentiality at all times.


• Commitment to continued professional and self-development.


• Hold current driving licence (must be able to drive and pass an internal TVP driving test).


Desirable

• Recent and relevant understanding of the SETSU IT systems (training given).
  
  £27,028 a year - Permanent, Full-time, Pulled from the full job description


• Company pension


• Cycle to work scheme


• Employee assistance programme


• Employee discount


• Free flu jabs


• Free or subsidised travel


• Free parking, Annual leave: Ranging from 24 days annual leave up to 30 days leave, dependent on your broad band and length of service.


• Generous defined benefits scheme, via the Bucks County Council Local Government Pension Scheme (LGPS).


• Blue Light Card: Staff have the opportunity to join the national Blue Light Card scheme which offers discounts on a variety of products and services to those working in the emergency services, NHS and Armed Forces (for example, 10% off in Starbucks).


• Military Resettlement Bonus.


• Benefits Platform: Access to the TVP Benefits Platform which offers a range of discounts from top high street and online stores (provided by Reward Gateway)


• Career Development:


· Coaching and mentoring support

· Developing Potential Programme

· Support for Study

· Training courses

• Financial:


· Contributory pension scheme

· Debt management support

· Group insurance scheme

· Savings scheme

• Health & Wellbeing:


· Chaplaincy

· Employee Assistance Programme (EAP)

· Flexible working & Supportive culture

· Discounted gym membership

· Mind Blue Light support

· Occupational Health services

· Reimbursed eye tests for VDU users

· Welfare services

· Workplace needs assessments and support

· Free Flu Vaccinations

• Travel:


· Bus concessions

· Cycle to work scheme

Job Types: Full-time, Permanent

Pay: £27,028.00 per year

Benefits:

• Company pension


• Cycle to work scheme


• Employee discount


• Free flu jabs


• Free parking


• On-site parking


• Sick pay


• Work from home