Job Title: TECHNICAL SUPPORT OFFICER
Post Number: PO TSO
Division/Department/Section: Information Systems Line Manager Service Support Supervisor
1. PURPOSE
To best utilise technology to support progress in achieving Dorset Police’s Objectives.
The Information Systems team are responsible for the 24 hours a day, 7 day week support, development and management of Dorset Police IT and communication systems. As a Technical Support Officer you will be responsible for computer hardware and software installation, upgrades, fault finding, maintenance and repair.
2. POSITION IN THE ORGANISATION
Job Description Questionnaire
Head of Information Systems Development Manager Analyst Programmer Software Developer 3 posts Application Analyst 3 posts Airwave Manager Service Support Manager Airwave Comms Officer 3 posts Service Support Supervisor 2 posts Database Analyst Computer Manager Technical Analyst 6 posts Network Analyst 2 posts Technical Support Officer 6 posts (2 vacant)
People who work directly for this post
None
3. MAIN RESPONSIBILITIES
(INPUT) (OUTPUT)
Installation of computer hardware and software.
Providing facilities to ensure Dorset Police can function efficiently.
Relocation of computer hardware and software.
To ensure Dorset Police can evolve and adapt to change.
To respond, as directed by line management, to calls for assistance made to the Helpdesk.
To ensure problems cause minimal disruption to the operation of the Force. To ensure Service Level Agreement targets are achieved.
If the problem can’t be resolved then to supply useful information to line management to assist with its diagnosis.
To provide a software fault finding and repair service.
To ensure problems are quickly rectified and the best performance, security and reliability are achieved.
To carry out repairs and upgrades on computer equipment, to component level.
Providing a cost-effective service to Dorset Police, by repairing equipment rather than replacing with new.
To maintain an inventory of the Force’s computer equipment.
To provide a secure and reliable record of all equipment for the use of the IS Department and external auditors.
To create/update details of actions taken onto the helpdesk system.
To provide an audit of actions taken to assist with the diagnosis of faults reported to the Helpdesk.
To follow procedures/policies for the delivery, commissioning, installation, repair, relocation and eventual disposal of computer hardware and software.
To ensure efficient, safe and secure use is made of the hardware and software as well as the workshop and stores facilities.
To provide help/advice to users with computer related problems.
To ensure the user gets the most from the systems available. If an issue is identified that is likely to take more than a few minutes to resolve then the user must be asked to report it to the Helpdesk.
To keep notes and information in a useful, up-to-date and structured format.
To assist the officer and other members of the IS Department in performing their roles and developing their I.C.T. skills.
This list of duties is not restrictive or exhaustive and the post-holder may be required to carry out duties from time to time that are either commensurate with/or lower than the grade of the post. In some posts this might include the ad-hoc provision of guidance and informal training of new colleagues.
Completion of duties to meet the needs of the police service.
4. CONTACTS 1.
All employees of Dorset Police. 2.
Organisation Helpdesk. 3.
External suppliers of products or services. 4.
Service Support Supervisors. 5.
Service Support Manager
5. SPECIAL CONDITIONS/ADDITIONAL INFORMATION
The Corporate Plan has a commitment to provide the people of Dorset with a first class, high performing and cost-effective police service. We are committed to making Dorset safer and making Dorset feel safer.
The Information Systems (IS) Department provides a service in helping approximately 2,700+ Police and Police Staff achieve this goal by delivering support and a full range of operational and office systems to2,300 + networked computers. It also provides all radio and telecommunications support to the Force.
There is a requirement to operate a two-week rota to ensure sufficient resources are available to deal with faults throughout the Force during office hours (08:00 to 18:00).
Week A: Start time: 07:30 to 08:00
Flexible lunch break: 12:00 to 14:15 (Min 30 minutes, Max 90 minutes) Finish time: 15:00 to 18:00 (14:00 to 18:00 Fridays)
Week B: Start time: 07:30 to 11:00
Flexible lunch break: 13:00 to 15:15 (Min 30 minutes, Max 90 minutes) Finish time: 18:00 (17:00 to 18:00 Fridays)
Any variation in these hours is at the discretion of line management.
Other than the times listed above, the general Force flexi-time principles and rules apply (i.e. For the recording of time worked, limits for credit and debit hours, flexi leave, etc…). The standard working week is 37 hours and the standard working day is 7 hours 40 minutes Monday to Thursday and 6 hours 20 minutes on Friday.
There will be a regular requirement to drive throughout the County. Shared transport is available to facilitate this; however this does not include travel from your home to your centre of duty.
Due to the nature of the systems supported there may be an occasional requirement to work outside flexible hours. In these situations overtime may be paid.
6. HEALTH & SAFETY TRAINING
VDU Assessment Manual Handling
Your line manager has the responsibility to refer to the risk assessments appropriate to your role to identify any additional health and safety training required e.g. manual handling training, VDU assessment, Control of Substances Hazardous to Health (COSHH) etc.
7. HEALTH MONITORING
No
8. VETTING
This position is subject to a higher level of vetting and any appointment will be conditional to appropriate clearance.
9. TERMS OF APPOINTMENT
(a) The commencing salary will be within Scale E, £21,780 rising to a maximum of £25,401 (b) Shared Force transport is provided, as you will be travelling between police stations and
offices throughout the county (This does not include travel from your home to your centre of duty).
(c) Annual leave entitlement 23 days rising to 27 days after five years’ service.
10. PERSON SPECIFICATION Essential Criteria Criteria to be measured Competencies Required Criteria A
In-depth knowledge of information technology.
A good understanding of the terminology and basic principles behind information system technologies.
Demonstrates ability to keep up to date with changes in technology.
Criteria B
Hardware and software support experience.
Must have practical experience of supporting computer hardware and software in a large organisation. Able to install, configure, upgrade, diagnose problems, repair hardware and software for best performance, reliability and security.
Experience with products that are used by Dorset Police. Criteria C Experienced of Mobile Data systems.
Familiar with mobile technologies and products. Able to configure and support mobile devices.
Criteria D
ITIL
Knowledge of the IT Infrastructure Library.
Criteria E
Strong interpersonal skills.
Ability to deal with customers at all levels within the Force. Ability to work as part of a team.
Criteria F
Capable of physically installing IS equipment.
Although trolleys are provided, equipment still needs to be carried, stairs and doors sometimes need to be negotiated and it is often necessary to crawl under desks.
Criteria G
A methodical approach to problem solving.
Often under pressure to resolve a customer’s problem in a timely manner. Knows when to draw the line between diagnosis and replacement.
Knows when to ask for assistance.
Able to investigate problems and research issues.
Experience of recording actions taken and producing useful notes for others.
Criteria H
Strong ability to learn.
Can demonstrate examples of learning from personal experience, from the guidance of colleagues, through training courses and through books, manuals, Internet or other sources of information.
Criteria I
A full valid UK driving licence or the ability to travel around the county. Essential for visiting our 35+ sites throughout the county.
Desirable Criteria Criteria to be measured Competencies Required Criteria J I.T. Qualifications.
Qualifications in computer installation and repair, the support of Microsoft Windows operating systems, Microsoft Office suite.
