NOT PROTECTIVELY MARKED SOUTH WALES POLICE JOB DESCRIPTION

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1 SOUTH WALES POLICE JOB DESCRIPTION TITLE: Helpdesk Officer GRADE: Scale 4/5 LOCATION: RESPONSIBLE TO: South Wales Police Senior Service Support Officer MAIN PURPOSE OF JOB: To ensure a high quality, timely and consistent customer service is available to users of South Wales Police Information Technology/Information Management (IT/IM) systems. To ensure South Wales Police exploits and maximises benefits to be gained from the use of IT/IM systems To enact the polices and procedures as described by South Wales Police System/Business Owners. MAIN DUTIES & RESPONSIBILITIES: 1. To provide prompt 1 st line support from telephone, self service, and face to face requests to ensure operational problems are resolved as quickly as possible and meet service level agreements. 2. Enter all request for incident resolution, change requests and request for information accurately onto South Wales Police Helpdesk System and escalate to 2 nd and 3 rd line support as necessary. 3. To ensure that all service requests assigned to the post holder are dealt with efficiently and effectively, keeping the customer informed of progress, and logging resolution for future reference utilising a recognised IT framework/methodology 4. To take a proactive approach in providing technical advice and support for South Wales Police systems, assisting with change process, fault finding, diagnosis and resolving user problems to ensure the maximum availability of operational and business systems which may involve using a variety of tools such as Remote Access in accordance with policies set by Force Information Security Officers. 5. Assist with the implementation of new information system products which may involve installing, testing, monitoring performance, problem solving and escalating as appropriate in order that users have access to, and use of, systems/network at all times to enable the provision of a high quality process.

2 6. To assist on projects, either alone or as part of a team relating to the development of technical systems, using the appropriate tools and techniques, helping to identify any emerging problems and their causes before they impact on the progress of the work. Also, arranging project meetings, producing and distributing meeting minutes/agendas. 7. Undertake essential maintenance tasks relating to specific South Wales Police operational systems effectively and timely. 8. Maintain information and records on information systems and products detailing all components in order that accurate and comprehensive configuration data is available to support change management initiatives. 9. To assist with the supply of regular process reports/security and data quality information to South Wales Police System/Business Owners. 10. To maintain safe working practices for self and others in accordance with the South Wales Police statement of policy on Health and Safety and be responsible for identifying all risk management issues arising out of the work duties and taking appropriate action. In addition to the above duties and responsibilities, the post holder must be prepared to undertake such additional duties which may result from changing circumstances, but which may not of necessity change the general character or level of responsibility of the post. Individuals are required to effectively engage with internal and external customers at all levels, in order to provide a high quality standard of service. The post holder will be subject to annual appraisal which will incorporate a review of the above duties and performance of the post holder. South Wales Police provides a 24 hour / 7day service, therefore individuals should be prepared to be flexible in their approach to working hours Individuals will be required to attend all necessary and relevant training in respect of the role. Individuals will be expected to be vetted to the required standard for the role

3 All potential employees of South Wales Police must display the qualities to be able to work in an organisation with minority groups and provide a service to minority groups in communities. They must show that they are able to contribute to an open, fair working environment where inappropriate behaviour is not permitted. They must display no evidence of the likelihood to contribute in any way to work place bullying or sexist or racist behaviour. SIGNED (HUMAN RESOURCES).DATE SIGNED (POST HOLDER)..DATE.

4 1. PERSONAL STYLE PERSON SPECIFICATION Service Support Officer Must be able to communicate at all levels (speaking clearly, asking clear concise questions, listening comprehending and writing correspondence/reports that satisfy recipients). Be aware of own effect on others presenting a positive role model, both internally and externally demonstrating appropriate behaviour, methods and procedures. 2. ATTAINMENTS Must be computer literate and able to demonstrate technical skill in the use of industry standard PC desktop software applications, in particular, Microsoft Office, Helpdesk Software, Spreadsheets, Databases and Webbrowsers. Must familiar with latest technology in terms of Smart Phones, remote and wireless technology. Must have a good understanding of data protection and Freedom of Information issues. Also up to date with current legislation, policy and procedures. DESIRABLE ITIL Foundation Certificate. Recognised Service Desk Analyst qualification. 3. GENERAL INTELLIGENCE AND IMPLEMENTATION Must be able to select facts from complex information, summarise and assess impact before making recommendations. Must pay attention to detail and accuracy. Be able to act decisively with sound judgement and take responsibility for decisions. Must be proactive and responsive to new ideas, technology and project work.

5 4. SPECIAL APTITUDES Must have good organisational skills and be able to prioritise tasks. 5. DISPOSITION AND MANNER Must avoid personal prejudices, disallow discriminatory behaviour/practices and consistently show respect for others, demonstrating a commitment to equal and fair treatment to all groups. Must be approachable and willing to help with well developed inter personal skills, being tactful and diplomatic, inspiring confidence and sensitivity to others. Must be able to work on own initiative whilst under pressure, maintaining effectiveness and having a positive response to frustration. Please return completed applications to: Employee Resources South Wales Police Headquarters Cowbridge Road Bridgend CF31 3SU