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We are currently recruiting for an experienced User Support Analyst to work for Thames Valley Police.
This role will be hybrid working with a requirement to have capability to travel to different locations across both Forces of Thames Valley and Hampshire Police.
You will be working Monday to Friday 37 hours a week.
PLEASE NOTE THE SUCCESSFUL CANDIDATE FOR POLICE VETTING PURPOSES MUST HAVE RESIDED WITHIN THE UK CONTINUOUSLY FOR AT LEAST 5 YEARS
The overall purpose of the role is to: provide technical/service knowledge and assist in management of lifecycle management of all End User Devices, ensuring ICT EUD services are delivered within agreed Service Levels.
KEY ACCOUNTABILITY AREAS
Provide technical/service EUD knowledge within agreed SLA's; fulfilling Service Requests in relation to end user devices. Ensure EUD Asset data is accurate and validated in line with SACM policy, ensure data and tools enable device optimisation and utilisation.
Support management of end to end device lifecycles in accordance with the EUD strategy, including device road maps and evaluation through to disposal, with a focus on supportability, usability and cost effectiveness.
Use management information to monitor and measure day to day EUD service delivery operations and performance and actively contribute to plans to address any issues with ICT and the wider business.
Ensure all service support documentation is of ITIL V3 quality and document control is in place for ongoing effective engagement with the Incident, Change, Problem and Request management areas.
Identify opportunities to deliver service improvement and/or cost savings across both Forces.
Engage the problem management process using trend analysis to identify root cause and recommend permanent resolutions to reduce service impacting incidents.
Support projects relating to end user devices, supporting the SACM team on asset and license management of all devices and associated softwareCHARACTERISTICS OF THE ROLE
Able to understand (and articulate) how the application of ICT technology impacts the Forces' Policing and business objectives and processes.
Able to achieve significant outcomes through influence and persuasion rather than through direct line authority.
Relevant and proven experience in a broad range of EUD technologies including delivery and support methods. E
Able to articulate technical issues to a non-technical audience.
Proven good communication skills - written and oral, customer focussed, team-worker, who is a flexible, adaptable, problem solver and able to work systematically and with little direct supervision.
Proven ability to work diligently, alone or within a team, to agreed schedules and procedures, with minimal supervision.
Must have capability to travel to different locations across both Forces and undertake all assignments in a timely manner. Due to the requirement to work flexibly, unsocial hours and personal safety for lone working; public transport may not be available or suitable at these times. For this reason a full UK driving licence is considered essential. *
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