● Support of Incident and Service Requests
● Assist with Configuration Management updates
● Assist with Change Management updates
● Awareness of Release Management
● Awareness of Problem Management
Incident and Service Requests
In respect to Incident & Service Request Management, the Apprentice is expected to:-
● Monitor Incidents assigned to the team and assist with management to resolution.
● Ensure accurate incident status and investigation information is recorded by on a regular basis.
● Support delivery of customer Sales orders and queries within Service Requests and track fulfilment and delivery.
● Support escalations for Incident resolution to Technical Administrators, radio engineers, Technical Architect, and management.
● Demonstrate the ability to understand support issues highlighted by the customer and provide assistance in resolving their concerns.
Configuration Management
In respect to Configuration Management, the Apprentice is expected to:-
● Liaise with Configuration Management to ensure that, where necessary, the correct asset information is being updated via Incidents and Changes on customer database.
● Support Configuration Management tasks to rectify incorrect information held about an asset.
Change Management
With respect to Change and Release Management, where necessary, the Apprentice is to: -
● Provide assistance with input for assessment to a Change.
● Raise and manage Standard and Emergency changes in line with the appropriate Change Process for customer contracts.
● Support the implementation of Changes as planned and agreed.
To work within a team of support professionals to learn how to deliver administrative and technical support across the Managed service contracts. Deliver effective admin support and excellent customer service in delivery of fault resolution as part of Incident management.
Working as part of the team, the job holder will provide Technical Administrative Support on various customer service contracts as required. The role holder will support service call resolution and update incidents from customers, they will have the ability to question end users and evaluate issues effectively and be required to assist in fault resolution on various support contracts.
● Requires ability to communicate with users and evaluate support issues effectively and provide initial identification of faults.
● Updating of asset information, spares and repairs through fault replacement, repair and the Incident lifecycle.
● Maintaining Records for 3rd party suppliers, booking of replacements and spares used for incident resolution, on-site maintenance and track work across various equipment.
● Assist in resolving basic faults and confirm fault details as part of incident investigation and resolution.
● Update incidents using the Service management toolset and provide updates to the customer, engineers and managers on the status where required.
● Provide service support and has an understanding in the delivery of Incident, Change and Configuration management.
Desired Skills
It would be beneficial having experience of working within an Incident Service or Support desk environment, with a working knowledge of Windows and Office applications (Excel/Word/Outlook). Holding a valid UK Driving license is desired.
Personal qualities
Communication & Teamwork
● Excellent written and verbal communication skills
● Able to build and maintains strong relationships.
● make a positive impression on others by communicating clearly, fluently and always acting professionally.
● Able to be an effective team player demonstrating team and organisational priorities.
Customer Focus
● Regularly contribute to creating an organisation that is externally aware and focused on Customers.
Judgement & Decision Making
● Be responsible for effective decision making, including collating all relevant information and understanding the implications.
● Actively encourage others to think creatively and flexibly.
● Make rational but positive judgments from available information.
Delivery & Ownership
● Actively negotiate the prioritisation of objectives and resources.
● Take full responsibility for monitoring timescales/improvements and address delays where necessary.
Enthusiasm & Drive
● Direct your energy to deliver key objectives and enhance Company performance.
● Drive and promote high quality standards for yourself and others.
● Inspire others through example when making things happen.
● Provide creative solutions.
Qualifications required
Ideally qualified to BTEC level in an ICT or Business Administration related subject with a minimum of GCSE passes in English and Mathematics.
Training to be delivered
Business Administrator Apprenticeship L3 including Functional Skills in Maths and English
Employer
NEC Software Solutions - Onsite at West Midlands Police
Visit employer websiteAddress
WMP Logistic Centre, 3 Elliott Way
West Midlands
Birmingham
B6 7AP
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