POLICE STAFF JOB DESCRIPTION

Transcription

1 POLICE STAFF JOB DESCRIPTION SECTION 1 JOB TITLE Service Desk Analyst REPORTS TO (POST TITLE) Service Desk Team Leader REF NO R397/18 DIVISION/DEPARTMENT Corporate Services, ICT WORK LOCATION Fettes GRADE Band D (Grade 5) SECTION 2 JOB PURPOSE To provide 1st line technical and system support as part of providing an excellent customer service to all users across Police Scotland. To be involved in all aspects in the Operation of the ICT Service Desk. To provide professional advice, problem solving and fault resolution in accordance with the Business Requirement. To help in maintain service continuity over a 24 hour period. SECTION 3 ACCOUNTABILITIES AND MAIN RESPONSIBILITIES 1. To be responsible for all IT enquiries by telephone, and/or face to face to troubleshoot incidents and provide high quality support and expertise in accordance with SLA s. Monitoring outstanding incidents to ensure that third party SLA s are being met, including with the Service Desk Team Leader and Senior Management.

2 2. To create and reset system passwords when required and to ensure that security of information and system access level are maintained at all times. 3. To provide an analytical role and assistance in the provision of service delivery data in line with SLA s. To produce management information reports as requested by the Service Desk Team Leader. 4. To produce and update troubleshooting guides for incident resolution. 5. To assist with the construction of a knowledge base to facilitate future problem solving. 6. To update and maintain ICT Asset Registers. 7. To prioritise workloads according to current SLA s. 8. To monitor internal and third party workloads ensuring that all SLA breaches are escalated to Line/Senior Management. 9. To operate within a 24/7 hour 365 day shift rota. 10. To provide a high quality of 1st line support and advice to all users nationwide. 11. To resolve incidents as quickly and efficiently as possible taking responsibility for all incidents, from initial contact to completion. 12. Advise users in aspects of ICT and to process all change requests and service requests. 13. Continual monitoring of all applicable ICT systems and applications to ensure system continuity. 14. Will be responsible for assessing and self-managing risk within all aspects of the role. The above accountabilities and responsibilities are not exhaustive, and the Jobholder may be required to undertake additional duties that are consistent with the level and grading of the role.

3 SECTION 4 LOCATION: Fettes, Edinburgh BAND: D (Grade 5) ATTRIBUTES: ESSENTIAL: DESIRABLE: ATTAINMENTS EDUCATIONAL / OCCUPATIONAL HNC or equivalent and previous Service Desk experience OR Equivalent experience in desktop support. PERSONAL QUALITIES SPECIAL APTITUDES Excellent communication and problem solving skills and the ability to function as part of a team or on your own. Understands and encourages an excellent customer service approach to all aspects of their role. Self-motivated to learn and responsive to change. Ability to work under pressure. Proven experience of technical troubleshooting. Knowledge of Microsoft office software packages such as Word, Excel and Outlook. Experience of liaising with internal and external suppliers. Knowledge of ITIL best practices. Significantly contributes to the promotion of ICT, excellent customer service and team working ethics.

4 CIRCUMSTANCES Liaising with all service lines/sections including peers and managers within ICT in relation to fault progression and operational activities. Provide technical advice (software and hardware) to all users. Liaise with all third party contacts in relation to fault reporting, progression and repair to ensure service quality is maintained. A DRIVING LICENCE IS: Not required ANY SPECIAL REQUIREMENTS PERTINENT TO THE POST: No ADDITIONAL INFORMATION This full time post is permanent and requires management vetting. You will work and average of 35 hours per week on a rotational shift pattern please refer to the shift pattern below for more detail. The following essential competencies will be used for the selection process: 1. Respect for Diversity 2. Service Delivery 3. Personal Effectiveness 4. Effective Communication 5. Team Working 6. Problem Solving 7. Job Knowledge One of 23 staff across 2 physical site in Edinburgh and Glasgow. Provide 24/7 365 cover for first line ICT support throughout Scotland. Support overall operations for service continuity. *Effective from 1 April 2019, under the Staff Pay and Reward Modernisation Project, this role is graded at Grade 5 with a salary of 28,701-32,615 plus disruption payment 2,400 and unsocial hours payment 2,860.

5 Shift Pattern Mon Tue Wed Thu Fri Sat Sun L L L RD RD E E E E RD RD N N N RD RD D D D D D RD RD E E E RD RD E E E E E RD RD L L L RD RD D D D D RD RD N N N RD RD E E E RD RD L L L RD RD E E E E RD RD N N N RD RD D D D RD RD E E E E E RD RD N - Nigth Shift E - Early Shift D - Day Shift L - Late Shift This shift pattern attracts a disruption payment of 2,400 and unsocial hours payment 2,860.