Performance Development Review Role Profile Position: Service Support Officer Rank/Grade: Scale 4/5 Responsible To: Senior Service Support Officer Responsible For: Service Support (Technical and Application) Officers Location: K ICT Role Purpose: To ensure a high quality and consistent service is available to users of SWP IT/IM systems. To ensure SWP exploits and maximises benefits to be gained from the use of IT/IM systems. To enact the Policies and Procedure as prescribed by SWP System Owner's and to keep abreast of the National and Regional developments in respect of SWP systems, thereby maintaining the System Owners awareness of related issues. Major Tasks: (Please refer to guidance notes) 1. To provide 'hands-on' Application Support for South Wales Police IM/ IT systems. 2. To supply Senior Service Support Officers and System Owners with regular progress reports in relation to SWP IT/IM systems and service issues. 3. To provide technical advice and support for IM/ IT systems, assisting with change processes, fault finding, diagnosis and resolving user problems to ensure the maximum availability of operational and business systems and dependability of information and services. 4. Assist with the implementation of new information systems products, installing, testing, monitoring performance and status, problem solving, escalating as appropriate and consulting with Suppliers, in order that Users have access to, and use of, their systems and networks at all times to enable the provision of a high quality service. 5. Provide a high quality customer service through the monitoring and review of contracted work, assessing products against contractual requirements, technical standards, correct equipment and the availability of test data to ensure best value and to minimise subsequent support costs
and failures. 6. To comply with practices and procedures in South Wales Police equal opportunities policies. 7. To maintain safe working practices for self and others in accordance with South Wales Police Statement of Policy on Health and Safety. Attainments: Must be computer literate. (E) Must have an understanding of data protection issues. (E) ITIL training Foundation Course would be desirable. (D) Must have good written and oral communication skills. (D) Able to demonstrate a degree of technical skill in the use of industry-standard PC desktop software applications, in particular, Microsoft Office, Microsoft Outlook, Help-Desk software, Spreadsheets and Databases, Web-browsers. (D) Experience of force computer systems and query tools desirable. (D) Experience of equal opportunities issues is desirable. (D) Experience of equal opportunities issues is desirable.(d) Note: You may be required to perform other duties which are not necessarily specified on the role profile, but are commensurate with the responsibilities of the role holder. Core Responsibilities Information Management and Technology Activities The role holder should effectively deliver these key requirements: 1070 - Maintain computer security Ensure the integrity of computer systems through the implementation of approved contingency measures and the monitoring of use. 1125 - Manage the capacity and performance of technical systems Ensure that the capacity and performance of technical systems meets current and predicted needs.
1082 - Develop user specifications Identify user requirements and develop specifications for technical systems in co-operation with the customer and within organisational restraints. Managing the Organisation 1037 - Process telephone calls Process information and enquiries sensitively and professionally in line with Charter Standards and organisational policy. Develop and maintain a constructive dialogue with the caller, responding to their needs and providing supportive listening where appropriate. 1072 - Provide specialist advice and knowledge Provide specialist advice and knowledge to colleagues, partners and other individuals and agencies to support the achievement of Force objectives and enable compliance with Force policy. 1139 - Manage the quality of service provision Set appropriate standards for service provision and establish appropriate systems to effectively maintain a quality of service that meets customer and organisational expectations. 1140 - Provide customer service Provide and promote service to customers in a professional manner in line with Force policy and legislative requirements. Administrative Support Personal Responsibility 1005 - Input, retrieve and present data using a computer. Enter information correctly using an appropriate computer system, in accordance with Force policy. Retrieve and present information in a suitable format and supply to relevant personnel. 141 - 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. 206 - 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. Organise your own work area to minimise risks to yourself and others. Identify risks and hazards, taking prompt and appropriate action to deal with them in accordance with the relevant law and policy. 217 - 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.
224 - 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. 242 - 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. 216 - 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. Operational Support Behaviour Area Working with others 660 - Maintain standards for security of information Maintain personal responsibility for gathering, recording, storing, accessing and sharing of information in compliance with information security policy, procedures and codes of practice and legislation. 1133 - Perform specialist, technical or manual tasks Perform specialist, technical or manual tasks according to professional, occupational or organisational standards. Respond promptly to calls or requests for assistance/knowledge. Behaviour 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. 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.