ICT Support Engineer

Join Police Digital Service as an ICT Support Engineer. Permanent Full Time. Salary Starting at £32,500 per annum.

As a Level 1 ICT Support Engineer, you will be the first point of contact for internal and external customers, delivering high-quality technical support and excellent customer service. You will handle incidents and service requests, resolve issues at first contact where possible, and ensure accurate escalation to the senior L2 technical team when required. This role is critical to maintaining service availability, customer satisfaction, and operational efficiency.

Our Values are:

• We value People
• We do the right thing
• We are innovative
• We are one Team
• We are proud and passionate

Why Join us?

• Balance is important and we want you to take time off to recharge - we offer 28 days’ annual leave plus bank holidays, rising to 30 days after 5 years of service. Holiday Purchase also available.
• Flexible working hours - We trust you to do your job and we appreciate that life doesn’t always fit around a 9 to 5 workday. We operate core hours of 10 to 4, Monday to Friday (37hr week).
• We care about your well-being - we have an EAP that offers not just welfare benefits but also retail discounts.
• Plan for the future - we offer an excellent pension scheme and life assurance cover.
• Put your mind at rest regarding your health - offering remote GP, mental health and physiotherapy appointments via video consultation.
• Family - Enhanced maternity and paternity pay along with a flexible return to work.
• Community - one paid day off per year for volunteering.

Key Responsibilities:

• Act as the first point of contact for internal and external customers, responding to calls and tickets in line with agreed Service Level Agreements (SLAs).
• Diagnose and resolve incidents and service requests at first contact wherever possible, ensuring a positive customer experience.
• Accurately log, categorise, prioritise, and update all incidents, requests, and assets within the Service Management tool, maintaining clear and timely communication with customers.
• Escalate incidents and requests appropriately to Level 2 or specialist resolver teams where resolution is not possible at first line, ensuring full diagnostic information is provided.
• Maintain high-quality documentation by updating the knowledge base, enabling continuous improvement and increased first-time fix rates.
• Support the rollout of new systems, software updates, patches, and programmes, ensuring users are informed in advance of any planned changes or potential service disruption.
• Liaise effectively with internal teams, external customers, and third-party suppliers to support timely resolution of issues.
• Monitor service quality and identify recurring issues or trends, escalating these to senior colleagues to support Problem Management and service improvement.
• Actively develop your own technical skills and knowledge, identifying capability gaps and discussing development needs with line management.

What you need to succeed in the role:

• Proven experience working in a Level 1 ICT Support Engineer, Service Desk Analyst, or similar first-line support role.
• A good understanding of ITIL Service Management practices.
• Strong customer-focused problem-solving skills, with the ability to diagnose and resolve common hardware, software, and connectivity issues.
• The ability to manage and prioritise workload effectively in a busy service environment.
• A broad foundational technical skill set, with a clear willingness to learn and progress to higher-level technical responsibilities.
• Excellent written and verbal communication skills, with the ability to explain technical issues in a clear and user-friendly way.
• High levels of integrity, professionalism, and confidentiality when handling sensitive information.
• A commitment to high standards - you understand what good looks like and strive to deliver it consistently.

Diversity, equity and inclusion:

We are committed to equal opportunities for all and will not discriminate on any grounds. We encourage applications from people from the widest possible span of experience. All applicants will be considered without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, parental status, nationality, neurodiversity or disability status.

Working Arrangements:

This is a remote role with some national travel required to attend meetings. All applicants must be eligible to undergo NPPV3 (Non Police Personnel Vetting Level 3) and SC vetting clearances. Successful applicants will require NPPV3 clearance to have been cleared before starting with PDS.