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Senior Technical Support Specialist
2 months ago
Job Title: Senior Technical Support Specialist - ICT Service Delivery
Job Summary:
We are seeking a highly skilled Senior Technical Support Specialist to join our team at Red Snapper Recruitment | Public Safety. As a key member of our ICT Service Delivery team, you will be responsible for providing technical support to internal and external customers, ensuring a high-quality end-to-end ICT service for West Mercia Police.
Key Responsibilities:
- Technical Support: Provide level 2 and 3 technical support capability, including invoking external support as necessary, to ensure the department is offering the best level of service in terms of ICT services, specialist applications, and equipment.
- Customer Service: Deliver an effective, high-quality service to the organization and all its customers, researching customer issues in a timely manner and following up directly on recommendations and action plans for resolution.
- Team Leadership: Lead a team, managing their welfare and development, ensuring high levels of motivation, and monitoring and managing the performance of the team, identifying and addressing issues, and improving team/individual performance, ensuring adherence to professional standards.
- Documentation and Knowledge Management: Provide required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
- Continuous Improvement: Maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hands-on experience, self-study, and other agreed learning environments.
- ICT Estate Management: 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.
- Organizational Alignment: Be familiar with and support the aims and objectives of the team, department, contributing to the overall vision of the directorate and organization.
- Individual Responsibility: Take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
Requirements:
- ICT Qualification: ICT (Level 5) professional qualification or equivalent ICT qualification.
- Management Qualification: Professional Management qualification (Level 5), or equivalent.
- ITIL Certification: ITIL certification in IT Service Management, or similar.
- Industry Knowledge: Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v4.
- Technical Knowledge: Significant knowledge of relevant IT technologies and applications, their use, and application.
- Experience: Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
- Desirable Skills: Experience of developing (DevOps) in Power Apps / Automate and M365 and experience of developing (DevOps) in RPA is desirable.
