Job Description

Opportunity information



Salary 24000 per year

Duration 18 months

Advert closing date 05/09/2025



Description



The IT & Digital department is responsible for the force's adoption and use of information and digital technology.

The department consists of three core functions as follows:

Architecture Management (responsible for identifying and selecting the right technologies for the force) Delivery Management (responsible for delivering and implementing the right technologies for the force) Service Management (responsible for managing and maintaining all live, operational technology for the force)

The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC's, smartphones, tablets, Airwave terminals). This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the 'live' environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force.



The IT Support Apprentice offers an opportunity to be exposed to Service Management Service Operations - primarily on the IT&D Service Desk and in field support



KEY RESPONSIBILITIES

Responsible for investigating and resolving incidents/problems remotely and on site, fulfilling requests by working with the customer, other technical experts and third parties. Take ownership of issues, including documentation and progress updates are made. Installs and configures basic hardware system components and devices (including end-user computers, and mobile devices, whether physical or virtual) as required. Ensure that incidents and requests are handled according to agreed procedures, making judgments on the best approach to handle an issue in the most expedient way so that service delivery meets agreed service levels and customers are operational as quickly as possible. Monitor the progress of Incidents and Requests that have been escalated to the external supplier and where necessary chase or escalate ensuring the customer is kept up to date with any progress. Liaise directly with external suppliers and engineers in connection with on-site visits and deployments to Police locations. Ensure that they have the necessary support from our technical teams, tools and access requirements for to be able to support their products and services. Work alongside the IT Specialist engineer to complete new office installations, office moves, new technical installations site surveys. This may include moving existing IT assets around the or the installation of new technology to the customer requirements and to ensure health and safety, site, IT security and quality standards are met. Promote the proper use of Asset and stock management as a whole; Monitoring Health and Safety issues and raise issues where appropriate; Promote the forces diversity agenda and be its champion within the team; Champion good ideas to management through Continuous Service Improvement

Flexibility is required where rota management is required and/or extended hours are proposed.



Entry requirements



Typically an apprentice might be expected to already have 5 GCSEs (A*-C); other relevant qualifications or experience; or pass an aptitude test.

Experience:

In using Microsoft Technologies Office Email and TEAM Outlook Diary management Telephone

Knowledge:

ITIL framework Microsoft technologies such as Office 365 and TEAM Intel based desktop technology Mobile and tablet devices

Training to be provided



Information Communications Technician Level 3



Things to consider



The post holder must be able to work from alternate locations in line with business need.



The post holder may be required to provide 'out of hours' availability for which the appropriate allowances will be paid.



The post holder may be expected to work outside of normal working hours.



Skills required



Array



Future prospects



Opportunity for permanent position on completion of the Apprenticeship and/or progression to higher level apprenticeship programme.



Hours per week 36.5

Working week Monday to Friday

Apprenticeship standard Information communications technician (Level 3)



Birmingham, West Midlands, England, B4 6AT