IT Support Apprentice

The department consists of three core functions as follows:

• Architecture Management (responsible for identifying and selecting the right technologies for the force)
• Delivery Management (responsible for delivering and implementing the right technologies for the force)
• Service Management (responsible for managing and maintaining all live, operational technology for the force)

The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals). This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the ‘live’ environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.

The IT Support Apprentice offers an opportunity to be exposed to Service Management Service Operations – primarily on the IT&D Service Desk and in field support

KEY RESPONSIBILITIES

• Responsible for investigating and resolving incidents/problems remotely and on site, fulfilling requests by working with the customer, other technical experts and third parties. Take ownership of issues, including documentation and progress updates are made.
• Installs and configures basic hardware system components and devices (including end-user computers, and mobile devices, whether physical or virtual) as required.
• Ensure that incidents and requests are handled according to agreed procedures, making judgments on the best approach to handle an issue in the most expedient way so that service delivery meets agreed service levels and customers are operational as quickly as possible.
• Monitor the progress of Incidents and Requests that have been escalated to the external supplier and where necessary chase or escalate ensuring the customer is kept up to date with any progress. Liaise directly with external suppliers and engineers in connection with on-site visits and deployments to Police locations. Ensure that they have the necessary support from our technical teams, tools and access requirements for to be able to support their products and services.
• Work alongside the IT Specialist engineer to complete new office installations, office moves, new technical installations site surveys. This may include moving existing IT assets around the or the installation of new technology to the customer requirements and to ensure health and safety, site, IT security and quality standards are met.
• Promote the proper use of Asset and stock management as a whole;
• Monitoring Health and Safety issues and raise issues where appropriate;
• Promote the forces diversity agenda and be its champion within the team;
• Champion good ideas to management through Continuous Service Improvement

Flexibility is required where rota management is required and/or extended hours are proposed. 

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Administrative skills
• Analytical skills
• Logical
• Team working
• Initiative
• Non judgemental
• Patience

• English GCSE or equivalent, grade 4 (Essential)
• Maths GCSE or equivalent, grade 4 (Essential)