1st Line Engineer

Take and log calls made to the Digital Services Service Desk, prioritising them in line with agreed procedures.

Review new service desk tickets received into the service desk application via email or the portal and prioritise them in line with agreed procedures.

Action tickets in priority order that are within capability/skills to a successful resolution.

Assign new (unallocated) tickets to other Support and Service Desk colleagues in accordance with agreed procedures.

Proactively own any allocated tickets, updating information about actions taken so that the portal enables the end user to be kept informed.

Ensure that end user satisfaction is sought prior to closing any allocated tickets, and that any residual issues are addressed with the 1st Line Team leader or other relevant Team Leader

Maintain and develop own technical knowledge and emerging technologies that could be of potential use within the force.

Undertake at least half a day a week in the field, learning from other Support and Service Desk colleagues.

Adhere to all procedures and processes (e.g. incident management, problem solving, customer service, user set up, asset management, etc.) as defined for the Support and Service Desk function. 1 st Line Engineer Oct 2024 Attend the designated location(s) for the hours and duties as provided in the rotas set by the ICT Support & Service Desk Lead and Local Support Coordinator.

Update the team knowledgebase with any newly discovered resolutions, workarounds, or other technical information that would benefit the wider team. Help identify problems arising from common incidents and ensure that they are fed through the appropriate channels for further consideration.

Ensure that any non-standard user requests are shared with the Service Operations Manager for further consideration and appropriate action.

To properly support and help develop Apprentices when working on the service desk.

To update the DS asset management register with any DS assets that are acquired, issued, moved, or decommissioned, and to participate in any DS asset audits.

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

Do you have experience in Technical support?, Do you have a GCSE?, At least 5 GCSE passes, including mathematics and English Language Microsoft Certified Professional or similar entry level ICT professional qualification

Experience:

Experience providing technical support to end users

Experience operating as a member of a contact centre

Experience administering and supporting a range of common technologies (e.g. Windows, Active Directory, MS Office, etc.)

Experience using ICT support tools and systems, including service management applications and monitoring tools

Experience escalating issues to suppliers

Key Skills:

Problem solving

Good telephone manner

Good written communication

Empathy / emotional intelligence

Ability to explain technical issues simply to non-technical colleagues

Team working 1st Line Engineer Oct 2024

Attention to detail

Shift pattern hours 08:00-17.30

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.

We support the "Happy to talk flexible working" campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;

Remote Working

Why work for Warwickshire Police?

Warwickshire Police has gained a reputation as a pioneering and innovative force, responsible for policing a large diverse, multi-cultural population. If you are looking for a fresh challenge which offers a genuine opportunity to make a real difference to people's lives, variety and the chance to broaden your experience, then Warwickshire Police is the force for you.

Equality, diversity and inclusion

Warwickshire Police are committed to equality, diversity and inclusion. We are working hard to increase diversity and inclusion within the Constabulary, where communities are under-represented, including those from minority ethnicity communities, people of all ages, abilities, faiths, religions and gender, LGBTQ+ communities and those from other disadvantaged or marginalised backgrounds, who share our values and wish to make a difference to the communities we serve. All applications will be treated on merit, based on the evidence provided in your application and suitability for the role you have applied for.

Recruitment and Selection Policy

Internal applicants who are at risk of redundancy or in need of redeployment and pass the selection process, will be offered the role over the remaining internal and external applicants.

Police Barred and Advisory lists

Individuals placed on the Police Barred and Advisory lists will not be considered for employment by the police for a minimum of 5 years from the date of listing in the case of gross misconduct, or 3 years from the date of listing in the case of poor performance.

Vetting and safeguarding

Warwickshire Police are committed to safeguarding and operate safer recruitment processes, to ensure a police service that employees are proud to work for because they feel safe, valued and part of a happy and supportive work environment. All employees and volunteers therefore will be subject to background checks including vetting and references. Job Profile or Other Relevant Document Opens in a new window