Service Care Solutions Ltd
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Technical Support - Level 3

Role: Specialist Technical Support Level 3

Location: Hindlip


Pay Rate: £40,005 - £45,546 Plus a 10% Market Supplement reviewed on 1st April 2024


Job Purpose:
Working as a member of the Specialist Technical Support Team and providing some local supervision of work colleagues as required, contributing to an efficient and effective Customer Service, ensuring a quality end-to-end ICT Service for West Mercia Police.

To provide a high level of technical support across West Mercia Police, both to internal customers and to external customers, ensuring the department is offering the best level of service in terms of ICT services, specialist applications, and equipment.


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 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.


    • Person Specification:
    Knowledge:



    • ICT (Level 5) professional qualification or equivalent ICT qualification.

    • Professional Management qualification (Level 5), or equivalent.

    • ITIL certification in IT Service Management, or similar.

    • Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v4.

    • Significant knowledge of relevant IT technologies and applications, their use, and application.

    • Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.

    • Desirable: Level 3 Team Leader/Supervisor qualification, or equivalent.

      Successful applicants who do not have this qualification will be given the opportunity to achieve it through the Police Staff ‘Up Skill' Apprenticeship Scheme, following successful completion of their probationary period.



    Experience:



    • Vast experience working within physical and virtual teams, helping to manage workloads.

    • Substantial experience in problem-solving, solutions development, and system management.

    • Significant experience of supporting a diverse user base on both hardware and software-related issues.

    • Complex issue triage, problem investigation, and coordination to closure, including major incidents.

    • Significant experience of Microsoft Products, Network, VMware, Storage and Back-up, Storage, various OS environments, and Business applications.

    • Ability to drive complex application recoveries in a high-pressure area.


    To apply, please send your CV to Lewis.Ashcroft@servicecare.org.uk.


    • Start: asap
    • Duration: asap
    • Rate: £40005 - £45546 per annum + 10% Market Supplement
    • Location: Birmingham, England
    • Type: Permanent
    • Industry: IT
    • Recruiter: Service Care Solutions Ltd
    • Contact: Lewis Ashcroft
    • Tel: 01772 555530
    • Fax: 01772 471473
    • Email: to view click here
    • Posted: 2023-09-19 16:21:06 -

    • View all Jobs from Service Care Solutions Ltd