• No results found

POLICE STAFF JOB DESCRIPTION

N/A
N/A
Protected

Academic year: 2021

Share "POLICE STAFF JOB DESCRIPTION"

Copied!
6
0
0

Loading.... (view fulltext now)

Full text

(1)

POLICE STAFF JOB DESCRIPTION

SECTION 1

JOB TITLE

Service Desk Analyst (Multiple

Posts)

DIVISION/DEPARTMENT

ICT

REPORTS TO (POST TITLE)

Service Desk Team Leader

WORK LOCATION

Fettes, Edinburgh

REF NO

R210/20

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 Scotland included within SPSA.

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.

One of 22 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.

SECTION 3

(2)

1. To be responsible for all IT enquiries by telephone, e-mail 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. 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.

SECTION 4

LOCATION:

Fettes, Edinburgh

GRADE:

5

ATTRIBUTES:

ESSENTIAL:

DESIRABLE:

ATTAINMENTS

EDUCATIONAL /

OCCUPATIONAL

HNC

PERSONAL

QUALITIES

Excellent communications

skills and the ability to

function as

Liaising with all service

lines/sections including peers

and managers

(3)

part of a team or on your

own

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

within ICT in relation to fault

progression and

operational activities

Provide technical advice

(software and hardware) and

service request completion to

all users

Liaise with all third party

contacts in relation to fault

reporting, progression and

repair to ensure

service quality is maintained

SPECIAL

APTITUDES

CIRCUMSTANCES

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

8. Personal Awareness

Week Day DOW

Shift Start Shift End Meal Break Deduction Exempt Meal Break Start Meal Breal End 1 1 Mon 22:00:00 07:00:00 02:30:00 03:30:00 1 2 Tue 22:00:00 07:00:00 02:30:00 03:30:00

(4)

1 3 Wed 22:00:00 07:00:00 02:30:00 03:30:00 1 4 Thu 22:00:00 07:00:00 02:30:00 03:30:00 1 5 Fri RD RD RD RD 1 6 Sat RD RD RD RD 1 7 Sun RD RD RD RD 2 1 Mon 13:15:00 22:15:00 17:45:00 18:45:00 2 2 Tue 13:15:00 22:15:00 17:45:00 18:45:00 2 3 Wed 13:15:00 22:15:00 17:45:00 18:45:00 2 4 Thu RD RD RD RD 2 5 Fri RD RD RD RD 2 6 Sat 06:45:00 15:30:00 11:07:30 12:07:30 2 7 Sun 06:45:00 15:30:00 11:07:30 12:07:30 3 1 Mon 06:45:00 15:30:00 11:07:30 12:07:30 3 2 Tue 06:45:00 15:30:00 11:07:30 12:07:30 3 3 Wed RD RD RD RD 3 4 Thu RD RD RD RD 3 5 Fri 22:00:00 07:00:00 02:30:00 03:30:00 3 6 Sat 22:00:00 07:00:00 02:30:00 03:30:00 3 7 Sun 22:00:00 07:00:00 02:30:00 03:30:00 4 1 Mon RD RD RD RD 4 2 Tue RD RD RD RD 4 3 Wed RD RD RD RD 4 4 Thu 13:15:00 22:15:00 17:45:00 18:45:00 4 5 Fri 13:15:00 22:15:00 17:45:00 18:45:00 4 6 Sat 13:15:00 22:15:00 17:45:00 18:45:00 4 7 Sun 13:15:00 22:15:00 17:45:00 18:45:00 5 1 Mon RD RD RD RD 5 2 Tue RD RD RD RD 5 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 5 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 5 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 5 6 Sat 07:15:00 16:00:00 11:37:30 12:37:30 5 7 Sun 07:15:00 16:00:00 11:37:30 12:37:30 6 1 Mon RD RD RD RD 6 2 Tue RD RD RD RD 6 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 6 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30 6 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 6 6 Sat RD RD RD RD 6 7 Sun RD RD RD RD 7 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 7 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 7 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 7 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 7 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 7 6 Sat RD RD RD RD 7 7 Sun RD RD RD RD 8 1 Mon 06:45:00 15:30:00 11:07:30 12:07:30 8 2 Tue 06:45:00 15:30:00 11:07:30 12:07:30 8 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 8 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30

(5)

8 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 8 6 Sat RD RD RD RD 8 7 Sun RD RD RD RD 9 1 Mon 22:00:00 07:00:00 02:30:00 03:30:00 9 2 Tue 22:00:00 07:00:00 02:30:00 03:30:00 9 3 Wed 22:00:00 07:00:00 02:30:00 03:30:00 9 4 Thu 22:00:00 07:00:00 02:30:00 03:30:00 9 5 Fri RD RD RD RD 9 6 Sat RD RD RD RD 9 7 Sun RD RD RD RD 10 1 Mon 13:15:00 22:15:00 17:45:00 18:45:00 10 2 Tue 13:15:00 22:15:00 17:45:00 18:45:00 10 3 Wed 13:15:00 22:15:00 17:45:00 18:45:00 10 4 Thu RD RD RD RD 10 5 Fri RD RD RD RD 10 6 Sat 07:15:00 16:00:00 11:37:30 12:37:30 10 7 Sun 07:15:00 16:00:00 11:37:30 12:37:30 11 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 11 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 11 3 Wed RD RD RD RD 11 4 Thu RD RD RD RD 11 5 Fri 22:00:00 07:00:00 02:30:00 03:30:00 11 6 Sat 22:00:00 07:00:00 02:30:00 03:30:00 11 7 Sun 22:00:00 07:00:00 02:30:00 03:30:00 12 1 Mon RD RD RD RD 12 2 Tue RD RD RD RD 12 3 Wed RD RD RD RD 12 4 Thu 13:15:00 22:15:00 17:45:00 18:45:00 12 5 Fri 13:15:00 22:15:00 17:45:00 18:45:00 12 6 Sat 13:15:00 22:15:00 17:45:00 18:45:00 12 7 Sun 13:15:00 22:15:00 17:45:00 18:45:00 13 1 Mon RD RD RD RD 13 2 Tue RD RD RD RD 13 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 13 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30 13 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 13 6 Sat RD RD RD RD 13 7 Sun RD RD RD RD 14 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 14 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 14 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 14 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 14 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 14 6 Sat RD RD RD RD 14 7 Sun RD RD RD RD 15 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 15 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 15 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 15 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 15 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 15 6 Sat RD RD RD RD

(6)

15 7 Sun RD RD RD RD 16 1 Mon 22:00:00 07:00:00 02:30:00 03:30:00 16 2 Tue 22:00:00 07:00:00 02:30:00 03:30:00 16 3 Wed 22:00:00 07:00:00 02:30:00 03:30:00 16 4 Thu 22:00:00 07:00:00 02:30:00 03:30:00 16 5 Fri RD RD RD RD 16 6 Sat RD RD RD RD 16 7 Sun RD RD RD RD 17 1 Mon 13:15:00 22:15:00 17:45:00 18:45:00 17 2 Tue 13:15:00 22:15:00 17:45:00 18:45:00 17 3 Wed 13:15:00 22:15:00 17:45:00 18:45:00 17 4 Thu RD RD RD RD 17 5 Fri RD RD RD RD 17 6 Sat 06:45:00 15:30:00 11:07:30 12:07:30 17 7 Sun 06:45:00 15:30:00 11:07:30 12:07:30 18 1 Mon 06:45:00 15:30:00 11:07:30 12:07:30 18 2 Tue 06:45:00 15:30:00 11:07:30 12:07:30 18 3 Wed RD RD RD RD 18 4 Thu RD RD RD RD 18 5 Fri 22:00:00 07:00:00 02:30:00 03:30:00 18 6 Sat 22:00:00 07:00:00 02:30:00 03:30:00 18 7 Sun 22:00:00 07:00:00 02:30:00 03:30:00 19 1 Mon RD RD RD RD 19 2 Tue RD RD RD RD 19 3 Wed RD RD RD RD 19 4 Thu 13:15:00 22:15:00 17:45:00 18:45:00 19 5 Fri 13:15:00 22:15:00 17:45:00 18:45:00 19 6 Sat 13:15:00 22:15:00 17:45:00 18:45:00 19 7 Sun 13:15:00 22:15:00 17:45:00 18:45:00 20 1 Mon RD RD RD RD 20 2 Tue RD RD RD RD 20 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 20 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 20 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 20 6 Sat RD RD RD RD 20 7 Sun RD RD RD RD 21 1 Mon 06:45:00 15:30:00 11:07:30 12:07:30 21 2 Tue 06:45:00 15:30:00 11:07:30 12:07:30 21 3 Wed 06:45:00 15:30:00 11:07:30 12:07:30 21 4 Thu 06:45:00 15:30:00 11:07:30 12:07:30 21 5 Fri 06:45:00 15:30:00 11:07:30 12:07:30 21 6 Sat RD RD RD RD 21 7 Sun RD RD RD RD 22 1 Mon 07:15:00 16:00:00 11:37:30 12:37:30 22 2 Tue 07:15:00 16:00:00 11:37:30 12:37:30 22 3 Wed 07:15:00 16:00:00 11:37:30 12:37:30 22 4 Thu 07:15:00 16:00:00 11:37:30 12:37:30 22 5 Fri 07:15:00 16:00:00 11:37:30 12:37:30 22 6 Sat RD RD RD RD 22 7 Sun RD RD RD RD

References

Related documents

The Senior Clinic Nurse Co-ordinator provides high level clinical expertise within the Community Team with respect to the assessment and treatment of consumers with complex

 Occasionally required to work outside normal hours as a result of desktop computer failure or planned upgrades of both software and hardware.  A reasonable level of

(j) The AUTHORITY will use reasonable endeavours to ensure that the AUTHORITY’s Customer(s) notify any faults, Incidents, Change Requests and Service Requests to the Service

• Meet Bay of Plenty Regional Council’s statutory responsibilities for civil defence and emergency management.. • Corporate responsibilities are undertaken and completed

Working closely with the ICT Manager and the Service Design Manager, the Service Desk Team Leader supports staff and the business of MCM through the delivery of client focused fit

- Be responsible for working as an active member of the Client project team on a regular basis, with the ability to manage project work and day to day.. support side

The post holder is a Service Desk Analyst within the IM&T department with responsibility for all customer facing operational processes and systems under the management control

• Be experienced in hands-on hardware troubleshooting. • Possess working technical knowledge of current network protocols, operating systems, and standards • Ability to