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Senior Technical Support Specialist

2 months ago

Hindlip Worcestershire, United Kingdom Red Snapper Recruitment | Public Safety Full time

Red Snapper Recruitment are recruiting for a Specialist Technical Support summary of the role purpose and employer
Contract: Permanent
Work hours: 37 hours per week - Full time
The main purpose of the role is to work as a member of the Specialist Technical Support Team and providing some local supervision of work colleagues as required, contributing to an efficient and effective Customer Service, ensuring a quality end to end ICT Service for West Mercia Police.
To provide a high level of technical support across West Mercia Police, both to internal customers and to external customers ensuring the department is offering the best level of service in terms of ICT services, specialist applications and equipment.
To provide level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
To deliver an effective, high quality service to the organisation and all its customers. To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
To technically support the operation and control of the ICT estate as required to maintain, deliver and support IT services and products to meet the needs of the force.
To delegate for the Specialist Technical Support Level.ICT (Level 5) professional qualification or equivalent ICT qualification.
ITIL certification in IT Service Management, or similar.
Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v4.
Significant knowledge of relevant IT technologies and applications their use and application.
Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
Experience of developing (DevOps) in Power Apps / Automate and M365 and experience of developing (DevOps) in RPA is desirable
To monitor and manage the performance of the team, identify and address issues and improve team/individual performance, ensuring adherence to professional standards.
To assess individual capabilities and development needs and agree appropriate development plans to enable high performance and potential progression. To co-ordinate the work of the team, directing activities, and monitoring progress and managing competing demands and priorities to ensure the best use of available resources.
To supervise and monitor the handling of information and record keeping, ensuring alignment with legislation, policies and guidance. We assist public safety employers find the right talent.
The Red Snapper Group acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates.