SECTION 1: PRINCIPAL RESPONSIBILITY
Principal Responsibility / Reports to Area Leads or Managers within ICT Department of the Strategic Alliance between Devon & Cornwall and Dorset Police.To provide detailed technical knowledge and assistance to facilitate the effective and efficient running of ICT networks, systems and services by: -
· To support ICT Analysts with the management of police networks, systems and services. Implementing new systems or data extracts and reports
· Investigating any reported issues with performance, reliability, capacity and security to enable any issues to be dealt with before they impact on the services provided.
· Provide network, system and service administration through training and supporting others to perform such tasks.
· Enabling access to systems, information and resources when required and where authorised, maintaining the security of police data by managing access to systems.
· Contributing to the design, development and build of new systems, applications and processes.
· To ensure that agreed best practices and procedures are followed and that all work is to the required standard and fully documented.
· Supporting ICT solutions to enhance the functionality and supportability of police systems, including the interfacing of data between systems.
· Make efforts to enhance knowledge of emerging technologies and to conduct research as directed.
· Maintain agreed service levels in conjunction with police service personnel and third party suppliers and support service improvement initiatives.
· Integrate new hardware, systems, services and processes to support the police service’s objectives, performance and to promote improved public service and confidence.
· Assist in the testing and implementation of patches, releases and upgrades to systems as required by the business
· Review documents and maintain records in accordance with ITIL processes
· Act as the key liaison point within the identified specialist area
Subject to location of role within Alliance ICT: -
In conjunction with others, provide a 24x7 ICT Support Service where not provided by ICT Managed Services/ 3rd party contracts
Role Type/Family / Police Staff
Grade / 4 / Location / Police HQ Middlemoor or Winfrith / Vetting Clearance / SC
Political Restrictions / None specific to this role – refer to PSD20 working practice for more information
Role-Specific Training and CPD to be undertaken. / § ITIL 2007 (v3) Foundation Certification (If not already undertaken)
§ Technical training commensurate to the team in which the ICT Support Officer is posted. This will include network, systems and service support and administration
§ Awareness of PRINCE2, Agile or similar project methodology
SECTION 2: ESSENTIAL CAPABILITIES & EXPERIENCE (For selection purposes)
Formal Qualifications required / · ITIL Foundation Certification or achieved within an agreed period (usually within 12 months)· Technical qualifications to support the role’s purpose
Essential ICF Activities for the role / · Provide Specialist Advice and Knowledge
· Provide Customer Service
· Test Technical Systems
· Contribute to the design and development of technical systems
· Diagnose and rectify faults in technical systems
· Maintain a record management system
· Perform specialist technical or manual tasks
· Contribute to the effective financial control of the business
· Gather information to support action
Essential experience and specialist skills and knowledge / · Demonstrable ability to support and maintain networks, systems, services and databases approriate to the team the Support Officer is working in
· Proven commitment to providing exceptional customer service
· Proven ability to work unsupervised, to demanding timescales and as part of a team
· Experience of working in user-focused ICT service delivery environment
· Demonstrably effective communications skills
· Proven ability to administer complex, ICT networks, systems and services
· Demonstrably good communication skills with the ability to communicate technical information in a meaningful way to a non-specialist customer base
· Proven problem solving ability
· Fully competent and experienced in Microsoft office applications, particularly Microsoft Project and Excel
· Fully competent and experienced in Microsoft Office applications
· Awareness of PRINCE2, Agile or similar project methodology
· Understanding of legal issues relating to ICT Dept. – Data Protection Act, Computer Misuse Act
Essential Behavioural
Competencies / · Openness to change
· Respect for race and diversity
· Team working
· Community and customer focus
· Effective communication
· Problem solving
· Planning and organising
· Personal responsibility
· Negotiation and Infuencing
SECTION 3: ACTIVITIES & BEHAVIOURS
Core Responsibilities / ActivitiesThe role holder should effectively deliver these key requirements:
Information Management and Technology / Maintain computer security
Ensure the integrity of computer systems through the implementation of approved contingency measures and the monitoring of use.
Diagnose and rectify faults with technical systems
Diagnose faults with mobile data solution and supplied hardware and take appropriate action. Ensure that all action taken complies with Force policy and legislation.
Test technical systems or equipment
Conduct a thorough test of technical systems using appropriate procedures to assess performance.
Manage the implementation of technical systems
Manage the implementation of technical systems in accordance with agreed plans and standards.
Develop user specifications
Identify user requirements and develop specifications for technical systems in co-operation with the customer and within organisational restraints.
Manage the capacity and performance of technical systems
Ensure that the capacity and performance of technical systems meets current and predicted needs.
Administrative Support / Maintain a record management system
Record, store and supply information in accordance with organisational policy and legislative requirements
Manage and support diary events
Maintain an up-to-date diary of events and ensure that sufficient preparation is completed prior to attendance at events
Organise and record meetings
Prepare, organise and record details for organisational meetings
Finance and Resources / Contribute to the effective financial control of the business
Monitor the use of resources and provide financial information to enable the effective use of resources.
Managing the Organisation / Provide specialist advice and knowledge
Provide specialist advice and knowledge to colleagues, partners and other individuals and agencies to support the achievement of the Force objectives and enable compliancy with Force policy
Gather information to support action
Gather information from a range of sources in order to support action. Ensure the information is obtained ethically and in accordance with relevant legislation and policy.
Provide customer service
Provide and promote service to customers in a professional manner in line with Force policy and legislative requirements
Participate in meetings
Prepare for and actively contribute within meetings in a clear, concise and relevant manner, ensuring decisions and actions are communicated to appropriate personnel
Personal Responsibility / Promote equality, diversity and Human Rights in working practices
Promote equality, diversity and Human Rights in working practices by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and contributing to developing equality of opportunity in working practices.
Personal Responsibility ctd. / Maintain standards of professional practice
Ensure your behaviour complies with Force values and organise your own work effectively to meet the demands of your role. Identify, implement and monitor development activities to enhance your own performance.
Work as part of a team
Work co-operatively with team members and colleagues, contributing positively and constructively to the achievement of team and Force objectives.
Make best use of technology
Make best use of technology in support of your role, ensuring correct operation and compliance with Force and legal requirements.
Comply with Health and Safety legislation
Ensure that you show a duty of care and take appropriate action to comply with Health and Safety requirements at all times.
Complete administration procedures
Ensure that all matters relating to the process of information are carried out in a prompt, efficient manner and in accordance with legislation, policy and procedure
BEHAVIOURS
LEADERSHIP
Negotiation and influencing
B Uses logic and reason to influence others. Persuades people by using powerful arguments. Identifies clear aims in negotiations and achieves satisfactory outcomes.
Openness to Change
B Supports, promotes and puts into practice change. Introduces new ways of doing things and encourages others to accept them. Overcomes barriers to change.
WORKING WITH OTHERS
Respect for race and diversity
A Understands other people’s views and takes them into account. Is tactful and diplomatic when dealing with people, treating them with dignity and respect at all times. Understands and is sensitive to social, cultural and racial differences
Teamworking
B Sets up teams or working groups, and involves them in achieving goals. Develops good relationships and co-operation within the team, and removes barriers. Supports team members when necessary.
Community and customer focus
C Provides a high level of service to customers. Maintains contact with customers, works out what they need and responds to them.
Effective communication
B Communicates all needs, instructions and decisions clearly. Adapts the style of communication to meet the needs of the audience. Checks for understanding.
ACHIEVING RESULTS
Problem solving
B Gathers information from a range of sources to understand situations, making sure it is reliable and accurate. Analyses information to identify important issues and problems. Identifies risks and considers alternative courses of action to make good decisions.
Planning and organising
C Plans and carries out activities in an orderly and well-structured way. Prioritises tasks, uses time in the best possible way, and works within appropriate policy and procedures
Personal responsibility
B Takes personal responsibility for own actions and for sorting out issues or problems that arise. Is focused on achieving results to required standards and developing skills and knowledge.
Version: 1.1 (ICF Version 7 compliant) Date: 7th February 2017