ICT Support Engineer

at  Police Digital Service

JOIN POLICE DIGITAL SERVICE AS AN ICT SUPPORT ENGINEER - STARTING SALARY £30,000

We are seeking a skilled and customer-oriented ICT Support Engineer to join our Corporate ICT team. As an ICT Support Engineer, you will play a pivotal role in delivering technical support and contributing to the ICT service delivery and organisational priorities of Police Digital Service and its corporate customers.
Your responsibilities will include responding to users, troubleshooting technical issues, and collaborating with a team of technology specialists to deliver a secure, robust, and highly available service offering that adds significant value to the delivery of UK Policing.
You will also be expected to play a part in the proactive maintenance of the environment, and to make recommendations for service improvements where identified.
You will be part of a team staffing the IT Service Desk, which provides cover Monday to Friday 9am to 5pm. You will also partake in the on-call rota, for which appropriate allowances will be paid.
This is a fully remote role with the occasional requirement to attend site.

• Answer internal and external customer calls and raise tickets with appropriate levels of priority.
• Resolve queries and requests at the first point of contact wherever possible, escalating issues that may impact on customer service or the ability to deliver to expectations.
• Log and maintain regular, accurate updates on all incidents, requests and assets within the Service Management Tool, ensuring all resolutions are well-documented in the technical knowledge base.
• Participate in the rollout of new programmes, software upgrades/patches and contribute to the change process – ensure user groups are kept informed ahead of any potential disruption.
• Liaise with internal and external customers and 3rd party suppliers for the ordering and delivery of goods and services.
• Monitor and review the quality of service delivered, analysing trends and patterns to proactively address issues and enhance the ICT Service.
• Manage a portfolio of own skills to identify gaps in capability and knowledge that may impact on the ability to meet the demands of the business and highlight these to line management.
• Flexibility to work in shifts (covering Monday-Friday, 9am-5pm), occasional requirement for field work and participation in an on-call rota.