6302 ICT Service Desk Technician L3
We are looking to recruit an ICT Service Desk Technician to provide a first class front line service to users working remotely, network, application and device support, ensuring efficient and effective resolution of calls within agreed service levels.
You will be handling calls raised via the self-service portal and over the telephone, plus the occasional walk-in to the Service Desk or the ICT Hub, reassuring colleagues, finding solutions and ensuring a great customer experience.
You will need to resolve incidents and service requests within published SLA's, ensuring all calls are captured correctly, and to the right quality ensuring established processes are followed and asset records are kept up to date. You will also need to understand when some Incidents or Service Requests need to be escalated within the ICT Department and to completed this within a timely fashion. In order to improve the service you will need to update Standard Operating Procedures and Knowledge, searching for ways to improve the services we deliver by thinking creatively and sharing good practice with colleagues.
You will support and encourage fellow ICT Service Desk analysts to help meet their support goals. You will visit user/customer desks on and off site and at other offices where required, in order to resolve an issue, configuring IT equipment and providing instructions on the use of ICT devices. You will actively promote the Service Desk and ICT Self Service area in all forms of interaction.
As an ICT Service Desk Technician, you will have: Strong Service Desk experience with excellent knowledge of IT Infrastructure, Microsoft products and devices/hardware with a strong customer focus. Great at listening to and understanding issues, while asking open questions to fully understand the details and impact of issues.
Active Directory / Exchange Management Console / Windows 10 and 11 / Intune / Microsoft Office 2016 and 365 / Outlook experience / Sharepoint, Understanding of Incident/Problem/ Change Management and Configuration Management processes – preferably to ITIL V4 Foundation standard.
Quick thinker, problem solver and very adaptable to change is something that really helps in this position and to be able to work in a diverse environment.
Should you require any further information regarding this role, please contact the Resourcing Team on Recruitment@Gloucestershire.Police.uk or 01452 752530
The closing date is Monday 11th August 23:55pm
Please refer to the Role Profile document when completing the Statement in support of your application section of the form. In this section, you are required to provide evidence with specific examples for each of the Essential criteria included under the Experience and Qualifications section of the Role Profile. For each of the criteria, please write a paragraph detailing how your experience, qualifications, skills and abilities meet the minimum criteria for the role. Applicants who do not provide this required evidence will unfortunately not be invited to interview. If you require help and support with your application, you can register your interest with Better Together - Gloucestershire Constabulary (tal.net)
Candidates applying for Gloucestershire Constabulary should be aware that the use of online 'Artificial Intelligence' (AI) systems such as ChatGPT to generate application answers is NOT permitted, any candidate found to have submitted an application form using online 'AI' software to generate answers will be removed from the recruitment process with immediate effect. This may result in future applications with the Constabulary also being rejected, based on integrity.
Need help with your application?
If you need any support while completing your application, whether it’s understanding the questions, gathering the right information, or just having someone to talk it through with, then our Better Together Team is here to help. We’d be happy to support you at any stage of the process.
For support with your application, please contact Better Together at BetterTogetherTeam@Gloucestershire.police.uk
At Gloucestershire Constabulary we recognise the benefits of increasing diversity across our force and the value of building a representative workforce. That is why it is important that people from ethnically diverse backgrounds and under-represented groups, including those with a disability, apply and help us deliver excellence in policing throughout Gloucestershire. We are a proud Disability Confident Employer and are committed to providing equal opportunities. You may wish to register with our Talent Bank- the link can be found here: https://gloucestershireconstabulary.tal.net/vx/appcentre-External/brand-3/candidate/so/pm/8/pl/12/opp/457-Register-your-interest-with-Better-Together/en-GB