Information pack - Metropolitan Police Careers

Metropolitan Police Service (MPS)Police StaffInformation packIT Service Desk Analyst

ABOUT THE METROPOLITAN POLICE SERVICEOriginsFounded by Sir Robert Peel in 1829, the Metropolitan Police Service (MPS) is oneof the oldest police services in the world. The original Metropolitan Police District(MPD) covered a seven mile radius from Charing Cross containing a population ofless than two million. This was policed by 1,000 officers.Today, the MPS is made up of more than 50,000 officers and staff, which includesover 5,000 volunteer police officers from the Metropolitan Special Constabulary(MSC) and its Employer Supported Policing (ESP) programme.The current MPD includes the whole of the Greater London Area, covering 620square miles and over 7.8 million people. Since April 2000, the boundaries of theMPD have mirrored the 32 London boroughs as shown below.

ABOUT THE METROPOLITAN POLICE SERVICEOrganisationThe Metropolitan Police Service (MPS) now employs over 50,000 people in a widevariety of jobs from uniformed police officers patrolling London’s streets to supportstaff providing essential support services. The Service also includes over 5,000Special Constable Volunteers.From the beginning, the purpose of the MPS has been to serve and protect thepeople of London by providing a professional police service; this remains our purpose.The Commissioner of Police for the Metropolis is appointed by the Queen, inconsultation with the Home Secretary. The Mayor’s Office for Policing and Crime(MOPAC) supervises the police service and publishes an annual policing plan,including performance targets. It reports back to the Mayor, the London Assemblyand the community and has a role in the appointment, and if necessary, disciplineand removal of senior police officers.The MPS has an annual net budget of £3.6 billion – more than 25% of the total policebudget for England and Wales. It is one of the largest employers in London andSouth East of England.The Commissioner has outlined his vision of Total Policing with a total war oncrime, total care for victims and total professionalism from our staff at its core.We delivered a safe and secure Olympic and Paralympic Games and continue toachieve the right balance between our local, pan-London, national and internationalpriorities.The Service is committed to delivering excellent policing from tackling anti-socialbehaviour and other crime in neighbourhoods, through to dealing with terroristsand the most serious criminals often ‘behind the scenes’. We rely on the work ofwarranted officers, police community support officers (PCSOs), special constablesand police staff to tackle the range of policing challenges facing London.

The following chart shows how the MPS is structured.Metropolitan Police ServiceorganisationalstructureMay June d ec e m 2012 b e r 2012CommissionerBernard Hogan-HoweDeputy CommissionerCraig MackeyMBAssistant CommissionerMark RowleySpecialist Crime and OperationsAssistant CommissionerSimon ByrneTerritorial PolicingAssistant CommissionerCressida DickSpecialist OperationsAssistant CommissionerChris AllisonOlympics and ParalympicsDeputy Assistant CommissionerMartin HewittCrime OperationsAWAITSIMAGEDeputy Assistant CommissionerHelen BallDAC TP NorthDeputy Assistant CommissionerStephen KavanaghSecurity & ProtectionT/Deputy Assistant CommissionerIan QuintonOlympic Security Directorate(Secondment to Home Office)CommanderSteve RodhouseGangs and Organised CrimeCommanderAlison NewcombWestminster Area CmdrCommanderPeter LoughboroughProtection CommandCommanderRobert BroadhurstLondon Olympic GoldCommanderMark StreaterArmed PolicingCommanderStephen WatsonNorth East Area CmdrCommanderRichard MorrisSecurity CommandCommanderPeter SpindlerSpecialist Crime InvestigationDeputy Assistant CommissionerMaxine De BrunnerIntelligence, Tasking & OperationsAWAITSIMAGECommanderTony EastaughPublic ContactACCFiona TaylorSafer TransportCommanderRichard MartinIntelligence and Covert PolicingCommanderDave MartinPublic Order and OperationalSupportDeputy Assistant CommissionerMark SimmonsDAC TP SouthCommanderMakhdum ChistySouth West Area CmdrCommanderNeil BasuSouth East Area CmdrCommanderChristine JonesNorth West Area CmdrAWAITSIMAGEChief OfficerJohn ConwayMetropolitan Police SpecialConstabularyCommanderNick EphgraveCriminal Justice & CapabilityDeputy Assistant CommissionerPatricia GallanProfessionalismDenise MilaniDirector of Diversityand Citizen FocusNina CopeDirector of TransformationCommanderJulian BennettMisconduct ChairCommanderAllan GibsonProfessional StandardsHugh GilesDirector of LegalServicesTracie EvansDirector of ResourcesTracie EvansT/Director of InformationNick RogersDirector of FinanceServicesAndrew WatsonDeputy Director ofInformationJane BondDirector of PropertyServicesCaroline MortimerDirector of Customer &Commercial ServicesSimon DaviesT/Director ofInformation ServicesLee TribeDirector of ProcurementServicesSteve WhatsonT/Director of MajorChangeMartin FewellDirector of Media andCommunicationRobin WilkinsonDirector of HumanResourcesDAC level andequivalentDirect reporting toDAC levelKEYMBMB MB MB MBDeputy Assistant CommissionerStuart OsborneSenior National Coordinator,Counter TerrorismCommanderRichard WaltonSO15 CT CommandGary PughDirector of ForensicServicesDeputy Commissioner’s PortfolioCommanderSimon BrayLeadership & LearningMBChris NasonDirector, Performance, Suppliersand SecurityAWAITSIMAGEGary FitzpatrickDirector, Project Flow andResourcesDawn BurroughsProgramme Director, OperationalPolicing Systems FuturesNigel LeeProgramme Director, Command andControl FuturesMBPhil WoolfDirector of CorporateDevelopmentMBEllie RyanDirector of OperationsAlex WalshDirector of HR ProfessionalServicesGabrielle NelsonHead of Strategic WorkforcePlanningMember ofManagement Board

ABOUT THE METROPOLITAN POLICE SERVICEMPS Values, Mission and PrioritiesOur success depends on us all working towards the same goals. Our strategy, led bythe Police Commissioner, Bernard Hogan-Howe, is called Total Policing. It consistsof a set of priorities, set out below, supported by key values. Total Policing aims totake the initiative back from the criminal, taking them on and putting them on theback foot. Where new techniques or new technology can help in that war, we willmaximise use of it. Total Policing also means Total Care for victims – preventingpeople from becoming victims in the first place where possible but, where we havevictims, ensuring that the MPS gives the best possible support. And we will do thatwith Total Professionalism, so that the MPS continues to foster the support andtrust of law-abiding Londoners, while ensuring that it is an organisation that allcriminals fear. All of this will be based on the simple but important values of humility,transparency and integrity.Total War on CrimeWe are crime fighters. This is a vital part of policing. Tackling crime, arrestingcriminals and bringing them before a court is the core of what we do, doingwhatever we can to arrest criminals and stop crime as long as it is legal and ethical.Total Victim CareIt is important that when a victim reports a crime that we tell them how that crimeis being progressed and that they have confidence in those dealing with their case.We also need to ask ourselves are we sensitive to the victim’s needs, what is uniqueabout them and how do we tailor our service to meet their needs? We must alwaysremember that we have a duty of care to our victims.Total ProfessionalismHow we will achieve Total Policing as a whole is through Total Professionalism.Whatever we do, even where we have to be assertive, we do it professionally,courteously and, most importantly, we do it effectively. Setting standards andmaintaining these standards across the organisation day in day out. We expectthe highest standards from staff across the MPS and rightly so, the work of policeis closely scrutinised. Likewise when officers and staff do an outstanding job theyshould know how much it is valued by the rest of the MPS, and no doubt theLondoners we serve. To make the MPS the best police service, everyone has animportant role to play.

BACKGROUND TO DIRECTORATE INFORMATIONThe fast and timely provision of accurate information is essential to front line policingand the functions that support it. The Directorate of Information (DoI) is dedicatedto achieving this objective. This requires a flexible and reliable technology andcommunications infrastructure, as well as effective information systems. Coupledwith our exploration of new opportunities provided by developments in informationand communications technology and our role in applying technology to policing, thisallows us to deliver efficient and effective services and solutions to the MPS.Our services cover:• Technology and communications infrastructure• Information management and security• Information systems and services• Emerging technologies• Technology deployment in policing activities• Evidential analysis services• Delivery of major information and technology-enabled business change programmes• IT Training within the MPS and, to the people of London• Information strategy and policy

JOB DESCRIPTION – IT SERVICE DESK ANALYSTJob titleIT Service Desk AnalystLocationBirminghamJob purposeTo provide a first line support and response function to clients. Log all Incidents inthe electronic call management system and allocate to the appropriate resources.Key responsibilities• Providing primary interface with clients, logging all Incidents and Service Requests.• Supporting the Team Leader in Incident process management.• Processing all Incidents for full lifecycle (open to close).• Escalating non First Time Fix (FTF) Incidents to 2nd line support.• Allocating calls to resolution teams.• Analysing Incidents to determine if first time fix is possible.• Recording service requests and allocate to the responsible team.• Initiate incident resolution and prioritise activities.• Proficient use of MS Office based applications.• Solving practical problems.• Interpreting client requirements in order to provide incident resolution.Experience knowledge and qualifications• Experience of work as part of a managed service desk.• Experience of work to defined performance metrics / Service Level Agreement(SLA’s).• Proficient knowledge of Microsoft Operating systems.• Proficient knowledge of Microsoft Office Applications.• Experience and knowledge of desktop / server technology environments.• Practical working knowledge of IT Service Management frameworks (ITIL)• ITIL V2 / 3 foundation certified

SPECIALIST/TECHNICAL PERFORMANCE FRAMEWORKOperational EffectivenessDelivers quality outcomes to meet objectivesUses specialist knowledge and skills to support the delivery of relevant objectives.Ensures a high quality service, balancing the needs of customers and stakeholders.Manages a range of tasks, delivering to time and quality. Adapts and responds toshifting priorities. Deals with challenges and generates solutions.Manages work through informed and reliable judgementUses specialist knowledge and skills to inform decision-making, and minimise riskwhere practicable. Provides guidance and support, seeking it where appropriate.Promotes continuous improvement proactively by identifying, sharing and applyinglessons learnt.Organisational InfluenceActs with ProfessionalismBehaves appropriately, taking personal responsibility for own actions and setting agood example for other colleagues. Actively demonstrates the promotion of equalityand valuing of diversity and helps others to do so. Develops from own experienceand supports the development of others where relevant. Takes account of how ownbehaviour affects others. Maintains a current understanding of specialist area.Shows initiative, personal resilience and motivation to deliver a quality service.Upholds legislation, regulations and policy, acting with integrity and challengingthose who do not.Develops effective communications and working relationshipsBehaves appropriately, taking personal responsibility for own actions and setting agood example for other colleagues. Actively demonstrates the promotion of equalityand valuing of diversity and helps others to do so. Develops from own experienceand supports the development of others where relevant. Takes account of how ownbehaviour affects others. Maintains a current understanding of specialist area.Builds effective relationships with customers, colleagues and stakeholders.Communicates effectively and inclusively with customers, senior managers and teammembers. Ensures clear, two-way communication through listening and respondingappropriately, learning and sharing information. Upholds organisational reputation.Resource ManagementManages own time and relevant resources efficiently and effectivelyPrioritises work and use of resources to meet relevant objectives. Ensures time andresources are used in a way that best meets customer and the organisation’s needs.Uses the organisation’s resources efficiently, ethically and appropriately. Showssupport for efficient working.

YOUR REWARDSBy joining the Metropolitan Police Service, you will be helping to protect the lives ofover seven million people. There’s nothing more rewarding than knowing that yourefforts are having an impact on such a large and diverse community.In return, you will receive a starting salary of Band E: £21,494 gross per annum.Annual incremental spine points will achieve progression from minimum to maximumof the pay scale.As a member of our team, you will also have access to Met Benefits - an externalwebsite, offering MPS employees (staff and officers) guaranteed savings at majorhigh street stores and retail outlets nationwide. These benefits are obtained andco-ordinated by Human Resources. You can save money on everything from food,clothes, furniture, electrical and DIY products to hotels, restaurants, cinemas andtheatre tickets.All staff are eligible to join the Metropolitan Police Athletic Association (MPAA) andthe Metropolitan Police Sports and Social Association (known as the ‘Comets’) andenjoy taking part in sporting and social events. The MPS has four well-equippedSports clubs at Bushey, Chigwell, Hayes and Imber Court, available to all staff as wellas family and friends.For further information regarding the terms and conditions offered by the MPS andassistance in completing your application, please download the guidance notes forPolice Staff applications available on the MPS Careers website.

ELIGIBILITY CRITERIAFor further information regarding the eligibility criteria for joining the MPS, pleaserefer to the guidance notes available on the MPS Careers website or contained in theapplication.The MPS is committed to safeguarding the welfare of children and vulnerable adults.As part of these safeguards, the MPS adopts a consistent and thorough process ofsafe recruitment in order to ensure that all MPS staff and volunteers are suitable.Posts that involve a high level of contact with children and vulnerable adults willadditionally require a Criminal Record Bureau (CRB) check.

MAKING AN APPLICATION• Your application form will be initially sifted against MPS criteria such as convictionsand nationality.• Following the initial sift your application will be assessed against the role criteria.• If successful at this stage we will contact you regarding an interview date. You willreceive a minimum of 7 days’ notice. If you are unsuccessful at this stage we willalso write to you and advise you of this.• The interview will be a competency-based interview and questions will beposed around the criteria for the role in question, as set out in the advert andinformation pack.• If successful at interview we will send you an initial offer of employment which setsout what happens next.• If unsuccessful we will also advise you in writing but will be unable to offer feedback.

WHAT TO DO NEXTPlease e-mail your completed application to thepreferred option: hr.help@met.police.ukby 4.00pm on Monday 4th March 2013.If you do not have access to a computer, please send your application to:12th Floor,Empress State Building,Lillie Road,London,SW6 1TRPlease do not e-mail and send an application by post as this can cause duplication.The above e-mail address should not be used for general enquiries please visitwww.metpolicecareers.co.uk, which includes an ‘Answering Your questions’ sectionor contact the call centre on 0845 727 2212 - open 24 hours• The recruitment process is thorough and consequently can be quite lengthy.• Shortlisting and interviews will be based on the criteria listed.• All completed applications received will be acknowledged in writing.Until an offer of appointment is confirmed in writing, you should not assumeyour application has been successful.