1st Line Support Engineer
Hybrid – Warwick, Leek Wootton and Remote
Permanent Contract
Full Time
Salary £30,333.00 - £32,613.00
Those currently eligible on the redeployment register will be given prior consideration. The main purpose of the role is to provide a responsive remote Digital Services (DS) service to Warwickshire Police officers and staff, triaging, actioning, and escalating incidents and service requests as needed.
Main Responsibilities
* Take and log calls to the Digital Services Service Desk and prioritise them in line with agreed procedures.
* Review new service desk tickets received via email or the portal and prioritise them in line with agreed procedures.
* Action tickets in priority order that are within capability/skills to a successful resolution.
* Assign new (unallocated) tickets to other Support and Service Desk colleagues in accordance with agreed procedures.
* Proactively own any allocated tickets, updating information about actions taken so the portal keeps end users informed.
* Seek end user satisfaction prior to closing any allocated tickets, and address any residual issues with the 1st Line Team Leader or relevant Team Leader.
* Maintain and develop own technical knowledge and emerging technologies that could be useful within the force.
* Undertake at least half a day a week in the field, learning from other Support and Service Desk colleagues.
* Adhere to all procedures and processes (incident management, problem solving, customer service, user set up, asset management, etc.) as defined for the Support and Service Desk function.
* Attend designated locations for the hours and duties as set by the ICT Support & Service Desk Lead and Local Support Coordinator.
* Update the team knowledgebase with newly discovered resolutions, workarounds, or other technical information that benefits the wider team.
* Identify problems arising from common incidents and ensure they are routed to the appropriate channels for further consideration.
* Send any non-standard user requests to the Service Operations Manager for further consideration and action.
* Support and develop Apprentices on the service desk.
* Update the DS asset management register with any DS assets that are acquired, issued, moved or decommissioned, and participate in any DS asset audits.
* Undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
Knowledge
At least 5 GCSE passes, including Mathematics and English Language, and a Microsoft Certified Professional or similar entry‑level ICT professional qualification.
Experience
* Experience providing technical support to end users.
* Experience working as a member of a contact centre.
* Experience administering and supporting a range of common technologies (e.g. Windows, Active Directory, MS Office).
* Experience using ICT support tools and systems, including service management applications and monitoring tools.
* Experience escalating issues to suppliers.
Key Skills
* Problem solving.
* Good telephone manner.
* Good written communication.
* Empathy / emotional intelligence.
* Ability to explain technical issues simply to non‑technical colleagues.
* Team working.
* Attention to detail.
Special Conditions
* Occasional travel throughout Warwickshire.
* Shift pattern hours 08:00-17:30.
We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.
You will be required as part of the Warwickshire Police recruitment process to successfully complete vetting and credit checks.
We support the “Happy to talk flexible working” campaign, which encourages uptake of flexible working. Flexible working options that may be considered for this role include remote working.
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