ICT Support Analyst ICT Service Desk & Operations Headquarters Grade F - 38,754 - 45,147 Merseyside Police is a dynamic, challenging, and rewarding place to work and we take pride in everything we do. We are one of the best-performing urban Force to date, as graded by HMICFRS, our strategy is simply to put the communities of Merseyside first. We have a strong focus on continuous improvement in the areas we?re passionate about: ending Violence Against Women and Girls; tackling Serious Organised Crime and County Lines; strengthening our approach to Diversity and Inclusion; building trust and confidence through Community Engagement. You?ll be working for a friendly employer who has a passion for investing in our people and creating the conditions so you can thrive and be your best self. Overview The ICT Department is integral in driving digital innovation, providing specialist capabilities, and developing and maintaining the core systems that enable Merseyside Police to function, supporting the delivery of the Community First Strategy and its commitments. Working within the technical ICT Helpdesk, this is an exciting opportunity to be a part of a dynamic and fast paced environment. This role offers you the opportunity to utilise your 1st, 2nd, and potentially 3rd line troubleshooting and support skills, striving to exceed our 70% point of contact resolution target. You will be supporting both officers and staff to ensure high quality IT provision for the Force and the Community. Additionally, you will act as part of the single point of contact for ICT support and advice across the Force. This is a desk-based position, responding to 3 communication channels (phone, self-service portal and email) to deliver a high level of support and advice. We are looking for a motivated individual with an analytical mindset and a genuine interest in technology, to support both core and bespoke applications unique to the Force and/or the wider policing environment. Based primarily in a new purpose-built modern location, with free on-site parking, gym, and wellbeing facilities, we also offer benefits such as agile and flexible working and access to a Local Government Pension Scheme. Key Responsibilities (Job Purpose) Raise and report all support activities using service management principles. Support new and existing ICT applications. Troubleshoot and support any issues presented so they may be resolved at point of contact or passed on for further support with all relevant information recorded appropriately. 1st and 2nd line incident and problem management. Creation and application of knowledge management articles to assist future incident resolution. Administer and manage secure remote access. A summary of key requirements is provided below, however please refer to JDQ for a more detailed description of each level of responsibility. Knowledge & Experience (minimum requirements) Educated to at least HNC/HND or equivalent in Computer Science or related subject and/or have equivalent experience in managing application system software. You must have excellent communication skills, be polite, calm, courteous, professional, and be able to work under pressure, either alone or as part of a team Support and administration of on-premise and cloud based networking technologies, Windows operating systems and Office 365. Demonstrate the ability to support, troubleshoot and administer ICT solutions, services and technologies. Experience can include computing, storage, networking, physical infrastructure, software, commercial-off-the-shelf software (COTS), and open-source packages and solutions, and/or virtual and cloud computing such as Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS). Knowledge of information security, and the types of security controls used to mitigate security threats within solutions and services. Have the knowledge to adopt and apply a modern standards approach. The ability to identify and highlight technical problems and take ownership of problem resolution, consulting with specialists as appropriate to investigate patterns and trends. The ability to use and select appropriate support methods, and tools, and ensure they are applied effectively to support our user base. A good understanding of different technologies and troubleshooting is expected with experience to identify root cause diagnosis and break down a problem into its component parts across different technological capabilities
