• Lead the implementation and on-going development of IT systems in business areas in accordance with agreed operational and implementation plans.• Be actively involved in the selection, enhancement and development of IT systems to support the activities of business areas and ensure they are aligned to T&Cs requirements.• Ensure a high quality second-line support service, supplying expert solutions to problems in-line with agreed service levels.• Work proactively to identify and support the implementation of service improvement initiatives to increase customer satisfaction.• Lead and co-ordinate the thorough testing of system upgrades and enhancements whilst adhering to the technical change and release management processes.• Working with colleagues throughout NYCC, support arrangements to deliver user-defined report writing, production of Management Information and data analysis.• Publish content on the web through the use of e-forms and other technologies.• Ensure that database integrity and data quality used locally and fed into national systems is of the highest accuracy. Assist in developing procedures to continuously improve data quality from sources within and outside the Authority.• Develop action plans for both internal and external partners to ensure improvements in data management.• Develop new more efficient ways of working, influencing both senior and middle management to embrace changes to IT systems and new working practices that will be rolled out to end users.• Work closely with system users to resolve errors, inaccuracies, and exceptions in information systems, for example, duplicate records. Providing training and guidance where required.• Ensure the enforcement of FOI and data protection policies and processes.• Follow agreed escalation processes for any system risks or issues, taking ownership and communicating appropriately.

Maintain, monitor and develop internal and external Learning Management Systems (Moodle) and provide technical back-up, installation, maintenance and on-going review of software and internal server software to ensure sufficient functionality and high performance of North Yorkshire Polices learning technology provision.Provide specialist advice to L&D colleagues for the inclusion of multimedia within the development of blended learning solutions including advice on computer applications appropriate to specific projects, alternative learning systems and managed learning environments.Research, design and prepare storyboards and scripts for multimedia learning solutions prior to their technical development using a range of specialist multimedia and E-Learning software applications.Diagnose and resolve problems in line with customer needs andaddress queries that may occur as e-learning resources are implemented.Research, design and produce creative and highly-interactive multimedia resources. Provide technical advice and support to colleagues in the development of multimedia learning resources, including graphics and illustration for final versions of the resources.Discuss and advise on objectives, design styles and implementation methodologies with Subject Matter Experts (SMEs) for multimedia learning, working closely with Trainer colleagues.Liaise and consult with external awarding bodies, such as the College of Policing and National Centre for Applied Learning Technologies (NCALT) in regard to new training techniques and makerecommendations for amendments/ reviews to E-Learning resources.Proactively test multimedia learning resources, reports and systems, investigate problems, suggest and implement solutions to ensure system security, usability and compliance with user requirements.Produce re-usable and documented resources and code in accordance with appropriate multimedia learning standards, e.g., SCORM (Sharable Content Object Reference Model).

Receipt and recording of all calls to the Service Desk.Monitoring and update of calls and contacting users to inform themof call status.First line problem solution, advice and guidance.Maintenance of knowledge database of well-known faults.First line monitoring of system performance and escalation of issuesto appropriate engineers.Maintenance of the Service Desk inventory of ISD assets, users andmaintenance/support services.Co-ordinate and respond to enquiries from users.Log, classify and allocate calls to internal & external resources.Progress outstanding tasks and ensure appropriate actions have beentaken to pre-defined service criteria to support smooth running ofthe business.Ensure regular updates made to clients.Utilise 3rd Party software to remotely monitor, configure andmaintain Force equipment.Co-ordinate procurement of IT equipment and services within supplyagreements and reallocation of hardware to minimise overall spends.Respond to ad hoc exercises and issues.Deal with workload peaks without compromising standards.Administer NYP Network using a variety of specialist tools.

* To act as a point of reference for all hardware related technical matters for: desktops, laptops, printers and handheld devices. * To act as a point of reference for workstation software and configuration related technical matters for: endpoint security, configuration management. * To support Industry standard accreditations. * Respond to hardware and software service calls, ensuring service levels are met and problems dealt with quickly and appropriately. * Perform hardware and software installations as necessary * Act as the point of escalation for other teams within Deskside and ICT with technical issues requiring further assistance. * To follow the quality assure process and assist with the implementation of any service improvement identified * Re-package and deploy applications to NYCC assets. * To work with 3rd party suppliers when required. * To assist the Principal support analyst with mentoring and supervising secondment staff and work experience people. * To demonstrate to and train other members of Deskside and other teams where applicable, in current and new systems implemented and administered by SAS. * Operate the various systems provided by Service and Application support team, which may include the following: * Configuration Management (inc. software re-packaging & deployment, group policies etc.). * Corporate mobile device management. * Corporate endpoint security (inc. anti-malware). * Corporate secure webmail. * Corporate endpoint encryption (inc. device encryption). * Ensure accurate completion of documentation relating to asset data. * To assist in the investigation of issues raised by customers and resolution of said issues.

• Ensuring all customers contact is conducted in a polite and professional manner to SDI standard, including listening, negotiating and analysing.• Liaise with support teams on call status and progression, including 3rd parties.• Escalate major/high priority incidents to appropriate management as per the escalation procedure.• Work in partnership with NYCC teams such as the web team, CYPS systems team, the print room, EDRMS and the Lagan team to receive, resolve and log incidents relating to their systems and services.• Partnership working with districts to share systems and services.• Strive to build relationships with other organisations via SDI and LANDesk contacts who wish to share knowledge and experience on service improvement.• Responsible for ensuring a high level of incident ownership by logging, resolving, progressing and managing all incidents to a satisfactory conclusion using the services management solution.• Utilise available technologies, for example remote control, to provide a first line service, diagnosing and resolving incidents on first contact to meet team’s performance target, or assigning to relevant support team for action.• To ensure all calls and emails are logged on the service management system and any that cannot be resolved on first contact are forwarded to the relevant support team for action.• To maintain a sound knowledge of current and future technologies by conducting personal research on internet, computing journals, press releases etc.• Log all incidents and service access requests on the service management solution (EPIC) ensuring they are accurate and logged in accordance with policies and procedures.• Actively use the knowledge base on SharePoint to look up fixes for technical issues and add any additional information you become aware of from the technical teams.• Maintain and develop personal team knowledge and expertise associated with applications specific to customer environments for example ICS, Lagan etc.

To ensure clients are contacted within agreed SLA timeframes upon receipt of a work order.To develop business with existing clients and ensuring KPI’s and SLA’s are met with all clients. To arrange any materials / equipment or permits that may be required for a job. To plan and schedule jobs and to contact clients with details on when works will be completed. To issue jobs to teams nationwide and ensure they are fully informed of what is required of them.To ensure any queries on site are dealt with quickly and efficiently and that clients are kept fully informed. My role also involves booking accommodation for teams nationwide, answering the telephone, dispatching work to our in house finance team on a live basis, inputting reactive work orders onto CRM system, ensuring client database and contract spreadsheets are up to date and any other ad-hoc duties as and when required.TGM engineers use IPads on site to send through their paperwork, my role would involve downloading information and reporting back live to our clients. Above all my role is to provide clients with excellent customer service.

As a Purchasing Assistant, I place orders online or over the phone with existing suppliers, contact their departments with queries about supply requests and check on the status of supplies, i.e. if there is a delay in shipping. I communicate with suppliers as to discrepancy orders until fully resolved.I also complete many clerical tasks like answering incoming calls, making photocopies and sending faxes.My main priority is to maintain the schedule of incoming materials with suppliers’ delivery from around the world. Also liaising with my colleagues in the warehouse for storing the steel which needs to be organised efficiently.On a daily basis I monitor delivery status of items being processed and give feedback to the sales team and transport on expected delays or partial delivery.

To receive telephone calls from members of the public and officers reporting incidents or crime offering advice and reassurance where necessary. Then decide upon and initiate the most appropriate response to victims in relation to force attendance policy but always meeting national call handling standards. Taking responsibility for reviewing information to meet the National Standards of Incident Recording. This is also to make decisions in relation to the appropriateness of finalising occurrences.

Throughout my employment I have been asked to cover switchboard when staffing levels are low.To receive telephone calls from members of the public, other agencies and North Yorkshire Police staff to disseminate information and to ensure prompt connection of calls to the appropriate extension/Department/Officer. To receive enquires from and give advice to members of the public by telephone ensuring they are dealt with in a courteous and efficient manner. To send messages to Officers/Departments using available technology.

To receive telephone reports of 999 and/or immediate grade incidents from members of the public and from other agencies. To assess the needs of the caller and to ensure they are provided with the support and reassurance necessary for the delivery of the highest possible quality of service. To receive and record updated information relating to incidents from operational officers. To review details of incidents requiring the deployment in order to identify the most appropriate resource(s) to be dispatched and to co-ordinate deployments to incidents in accordance with incident grades. To provide support proactively and reactively to relevant officers via the radio system and telephone to assist with their enquiries. A few examples of incidents I have dealt with:• Firearms • Missing from home• Road traffic collisions• Burglary• Armed robberies • EOD (Explosive Ordnance Disposal)• Pursuits As a dispatcher I have also been involved in many operations as part of a team, these can be local operations or part of a multi agency operation, these are just a few examples • ANPR (Automatic Number Plate Recognition cameras)• Cross boarder • Royal visits

To receive telephone calls from members of the public and officers reporting incidents or crime offering advice and reassurance where necessary. Then decide upon and initiate the most appropriate response to victims in relation to force attendance policy but always meeting national call handling standards. Taking responsibility for reviewing information to meet the National Standards of Incident Recording. This is also to make decisions in relation to the appropriateness of finalising occurrences.