3rd line support

MAIN RESPONSIBILITIES:

• 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. Research customer issues in a timely manner and follow up directly on recommendations and action plans for resolution.
• To manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required.
• To 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.
• To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
• To diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution.
• To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.
• 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 be familiar with and support the aims and objectives of the team, department, contributing to the overall vision of the directorate and organisation.
• To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
• To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
• To delegate for the Specialist Technical Support Level 4 as required.