Service Care Solutions Ltd

Technical Support Level 3

Service Care Solutions are currently recruiting for a Level 3 Technical support role for a local Police Force in Worcester.

This role is a full time fixed term contract till the end of September.

Technical Support Level 3 Job outline -
To work flexibly within the Technical Support Team or Solutions Delivery Team, contributing to an efficient and effective ICT Service, ensuring a quality end to end ICT Service to the client.

To provide a high level of technical support (relevant to role level) across the service, both to internal customers and to external customers.

To continually innovate in order to ensure the department is offering the best level of service in terms of services and equipment.

This includes working on the network, hardware and software in support of the delivery of all agreed ICT services.

Responsibilities -
- To provide a Level 3 technical support capability, to carry out appropriate
customer problem solving activities, including invoking external support as
- To work, as directed by the Team Leader, 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
- To manage and work with suppliers/partners to deliver an effective &
efficient seamless service provision, as required by the level of the role.
- To provide any 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 to create new knowledge base articles to share information for reuse
throughout the team and customer base (where necessary).
- To diagnose faults within technical systems and take appropriate action,
escalate (as per appropriate level) ensuring proper recording, investigation
and identification.

Knowledge required to be considered for this role -
- ICT (Level 5) professional qualification or equivalent ICT qualification.
- ITIL certification in IT Service Management, or similar.
- Vast knowledge of relevant IT technologies and applications their use and
- Significant knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.

This role WILL be subject to police vetting.

If you would like further information on this role please contact Mark Arthur on 01772 208 962 or email

Please Note - Due to high volumes of applications we can only respond to successful candidates

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