About the role

Working on the Devon & Cornwall Police MSC, this role is responsible for maintaining the End User Compute (EUC) infrastructure which consists of approximately 7500 devices and providing proactive and reactive support and ensuring end user compliance.  This includes compliance for patching, such as a security, along with adhering to National Enablement Programme guidelines and policies.  The role is expected to provide desktop support via Incident and Problem management when required and coach on the use of technologies.

What you’ll be doing

• Delivering successful technical resolutions to complex customer 3rd line issues.
• Problem solving and application of technical knowledge to unknown issues.
• Planning of complex change with first time delivery to ensure sustained service across wide ranges of products and solutions.
• Service management and design support on existing and new contracts.
• Implementing solutions in a timely manner to ensure service level agreements are met.
• Proactively driving own workload as well as reactively managing multiple tasks as escalated by customer and other EMS teams.
• Working closely with a wide range of internal and external stakeholders and customers to understand the requirements and build an effective working relationship to ensure smooth running of contracts.
• Driving own development plan to maintain skill set and knowledge of 3rd Party and BT products and solutions.
• Participate and contribute to continuous improvement and coaching within the team.
• Management of workload and delivery to meet key performance indicators.
• Complex decision making to balance customer and business need.
• Produce and regularly review technical support documentation to agreed standard.
• Review and accept Service Transition documentation.
• Reporting on the health of the information, carrying out analysis leading to implementation of improvement actions.
• Identification, assessment and investigation of Problems through to root cause.
• 2nd line support to meet contractual SLAs as required.
• Responsibility of completing application upgrades to meet contractual SLAs as required.

Essential Skills / Experience

• Microsoft Azure – management of users, devices and groups
  ITIL foundation accredited.
• Microsoft InTune – device and policy management.
• Active Directory – group policy management, understanding of DNS and DHCP

Desirable Skills / Experience

• Strong customer focus and drive to provide proactive, pre-emptive and best in class service.
• Ability to process complex ideas and think logically; perceives and understands others.
• Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action.
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy.
• Acts with integrity and takes responsibility for own actions and responses.
• Familiarity with collaborative ways of working.
• Ability to follow well defined procedures and qualify/highlight anomalies.
• SCCM – deployments, packaging, patching, reporting, upgrading.
• Windows 10 – troubleshooting and support of EUC estate (7500 devices).
• Windows Defender – ensure compliance across the estate.
• Powershell – good knowledge of scripting.
• Microsoft 365 Modern Desktop Administrator (MD-100, MD-101).
• Microsoft 365 Messaging Administrator (MS-203).
• Any SCCM based courses / qualifications.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.