Tier 2 IT Support Officer

Purposes of the IT Support Officer (Relocation & deployment team)

Build and Deploy IT Equipment:

Configuration and Setup: Assemble, configure, and install laptops, desktops, and mobile devices to meet organisational standards and user requirements.
Software Installation: Ensure that all necessary software applications, security updates, and system configurations are installed and functioning properly before deployment.
User Training and Support: Provide initial training and support to end users on how to effectively use their new devices and troubleshoot common issues.
Inventory Management: Maintain accurate records of all deployed equipment, including specifications, user assignments, and warranty information.

Move and Dispose of IT Equipment:

Relocation Services: Efficiently manage the physical relocation of IT equipment within the organisation, ensuring minimal disruption to end users and operations.
Decommissioning and Disposal: Safely decommission outdated or non-functional devices, ensuring compliance with environmental regulations and data security protocols during the disposal process.
Asset Recovery: Implement processes for recovering and refurbishing usable components from decommissioned equipment to maximise resource efficiency and reduce waste.
Documentation and Reporting: Maintain detailed documentation of all moves and disposals, including asset tracking and compliance with organisational policies.

Role Responsibilities:

Provide first line IT support (Incident Management) to WMP customers
Installation and movement of new and existing equipment and applications (e.g desktops, telephones)
Receive/process IT requests (Request Fulfilment) for new and existing ICT systems
Update users on progress of their incidents and requests
Liaise with IT and Digital colleagues as well as other service providers both public and private sector
Assist in provisioning new ICT services both fixed and mobile (Desktops, Laptops and Mobility Devices)
Managing Asset Register
Undertaking DSE assessments

Skills:

Communication Skills: Strong verbal and written communication skills are essential for formulating clear and concise queries to obtain the most relevant responses.
Critical Thinking: The ability to analyse and evaluate the information provided by various IT tools and technologies, discerning its relevance and accuracy in relation to your needs.
Technical Proficiency: Basic knowledge of supporting End User Devices and applications or workflows.
Adaptability: Being open to learning and adapting to the constant shifting of the technical landscape
Time Management: Efficiently managing time to handle inquiries and resolve issues promptly without compromising service quality.
Empathy: Understanding and relating to the feelings and perspectives of customers, which helps in building rapport and trust.
Patience: Remaining calm and composed, especially when dealing with difficult or frustrated customers.
Attention to Detail: Being meticulous in understanding customer requests and ensuring that all aspects of service are addressed.
Follow-Up Skills: The practice of checking in with customers after an interaction to ensure satisfaction and address any lingering issues.

Essential:

Basic experience in computer networking
Broad understanding of supporting and using
Office 365 products
Microsoft Windows 10 and 11
Excellent knowledge of smart phone technologies
Good experience building/imaging desktop and laptop devices
Experienced with supporting customers face to face and over webchat and telephone
Able to create and maintain accurate documentation
Full valid driving licence and able to use personal vehicle for business purposes
Able to work without direct supervision

Vetting:

Successful applicants will be required to pass Recruitment Vetting and Counter Terrorism Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical:

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

Benefit Statement

By choosing to join West Midlands Police you will receive an enhanced benefits package including:

Fair remuneration with progression opportunities and access to a very competitive pension scheme.
Enhanced annual leave in addition to public holiday entitlements.
Discounts across travel, parking, daily costs of living and leisure activities.
A comprehensive wellbeing package including 24/7 undefined, free eye tests and flu jabs.

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions. As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision: Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"