Service care solutions are currently recruiting for a CONNECT hotline advisor on a fulltime long term contact for Police force in Preston.

Job Purpose

• To identify and record CONNECT incidents, service requests and change requests onto the service desk System.


• To provide 1st line resolutions/updates in response to CONNECT incidents and requests, where applicable and assign 2nd line fixes to the CONNECT Business Administrators.


• To control access rights in line with Force Policies and the principles of Data Protection and Computer Misuse Acts.


• To provide a high-quality service delivery to ensure customer satisfaction.


• To notify the CONNECT Service Co-Ordinator of any major incidents/disruption to services, so that appropriate action may commence.


• To liaise and consult with other CONNECT Support team members when investigating problems and developing solutions, in order to minimise disruption to users and the Constabulary.


• To provide appropriate advice and guidance to customers, stakeholders and Colleagues with regards to 1st line resolutions.


• Link in with the Northgate Support teams as required assisting with the resolution of incidents.


• To adhere to any systems of internal control operating within the Hotline, ensuring compliance with Constabulary policy and National ICT standards.


• The CONNECT Hotline is covered from 08:00 - 18:00, this is on a two-week rota basis (see attached)


• There will be occasional requirement to deviate from the rota on a ad hoc basis for system upgrades.


• To carry out any other duties which are consistent with the nature, responsibilities and grading of the post

Key Responsibilities

• To identify and record CONNECT incidents, service requests and change requests onto the service desk System.


• To provide 1st line resolutions/updates in response to CONNECT incidents and requests, where applicable and assign 2nd line fixes to the CONNECT Business Administrators.


• To control access rights in line with Force Policies and the principles of Data Protection and Computer Misuse Acts.


• To provide a high-quality service delivery to ensure customer satisfaction.


• To notify the CONNECT Service Co-Ordinator of any major incidents/disruption to services, so that appropriate action may commence.


• To liaise and consult with other CONNECT Support team members when investigating problems and developing solutions, in order to minimise disruption to users and the Constabulary.


• To provide appropriate advice and guidance to customers, stakeholders and Colleagues with regards to 1st line resolutions.


• Link in with the Northgate Support teams as required assisting with the resolution of incidents.


• To adhere to any systems of internal control operating within the Hotline, ensuring compliance with Constabulary policy and National ICT standards.


• To carry out any other duties which are consistent with the nature, responsibilities and grading of the position

If you are interested in the role please contact Lewis Ashcroft on 01772 208962