IT Support Apprentice

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. 

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 

Training:

Information Communications Technician Level 3 Apprenticeship Standard:

The successful candidate will undertake an eighteen-month, nationally recognised qualification through TDM. This is a work-based learning programme which will require commitment to block weeks in an online training room once every quarter working towards the qualification along with weekly off the job training and monthly coaching sessions.

You will be required to demonstrate through the standard that you meet all competencies and behaviours, which will lead to the achievement of the qualification. 

You will have a designated mentor in the workplace to support your learning and at the end of programme will be assessed via an external assessment body. 

This is a Level 3 qualification.

Knowledge Areas Include:

Hardware and Networking Software and Security ICT Administration

Training Outcome:

Potential for progression onto a degree programme or permanent position.

Employer Description:
West Midlands Police is the second largest police force in the country, covering an area of 348 square miles and serving a population of almost 2.8 million.

Working Hours :
Monday - Friday shifts to be confirmed

Skills:
Communication skills,Customer care skills,Attention to detail,Problem solving skills,IT skills,Initiative,Team working,Analytical skills