Role
working in the IT department and will mainly be managing the return of different IT equipment from mobile phones, laptops, radios, body cams etc. As well as liaising with 3rd party suppliers to make orders for equipment and checking incident reports.
The key result areas are as follows:
1. Provide an excellent customer experience to the forces user base, providing the support in line with business impact to reduce the impact of any service disruption to the forces.
2. Coordinate the on boarding of new starters to ensure the agreed experience level agreements are achieved.
3. Troubleshoot and resolve EUD incidents, requests and problems within the agreed Service Level Agreement's, Identifying any patterns and trends within the EUD services taking proactive measures to raise as problems.
4. Ensure the EUD Senior Engineer is aware of any changes required to documentation and knowledge articles.
5. Support the schedule of moves, projects and events
6. Follow the processes and procedures which are put in place with a strong focus on asset management governance.
7. Identify any service improvements within the EUD service delivery highlighting to EUD Senior Engineers.
8. Deliver services to the agreed Key Performance Indicators, User Experience Agreements and Service Level Agreements.
The knowledge and skills required for this role are as follows:
9. Excellent customer experience ethos.
10. Ability to follow documented procedures and processes.
11. Troubleshooting and diagnostics skills.
12. Good communication skills.
13. Must have capability to travel to different locations across both Forces and undertake all assignments in a timely manner. For this reason a full UK driving licence is considered essential.*
14. Previous experience working in ICT operational delivery.
15. Proven experience of supporting Windows 10, smartphones, laptops and desktops.
16. Previous experience of resolving incidents, requests and problems.
17. Proven experience of identifying and delivering service improvements
18. ITIL V3 Foundation or ITIL V4 equivalent
19. Experience using ServiceNow.
20. PLEASE NOTE: due to Police Criteria you must have lived in the UK for at least the last 5 years in order to apply for this position.
If you have the skills for this role, please apply and one of our Adecco Consultants will be in touch if your CV is shortlisted.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.