Job Introduction
Title: ICT Service Desk Analyst
Location: Any IOPC Office
Salary: £31,110 (plus £4,527 London weighting if London based)
Contract: Fixed Term Contract – 12 months
There are many opportunities to work for the IOPC outside of investigations, where your skills, experience and passion can be utilised. Within the Strategy and Corporate Services Directorate, you will find a wide variety of careers to support our organisational goals of improving confidence in policing whilst developing your own expertise.
Any move to the Independent Office for Police Conduct from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
The post holder will report to the Lead ICT Service Desk Analyst and be responsible for providing support for core ICT business activities.
- Support incident and problem resolution by undertaking first time fix and managing triage of tickets to other resolver groups.
- Support Service request fulfilment adhering to SLA’s, team OLA’s and prioritising tickets.
- Support users on the broad range of ICT deployed at the IOPC, along with helping to maintain infrastructure in the IOPC’s offices.
This will include: fixed and flexible working devices, WiFi networking, printing services, fixed and softphone telephony, mobile telephony and video conferencing as well as specialist equipment used by specific teams within the organisation.
- Work with in house and 3rd party ICT providers in delivering ICT services
- Deal with first line user enquiries and provide end user support for all departments within the IOPC onsite or remotely.
- Ensure incidents/service requests are closed within SLA.
- Administer the access and security of all ICT user accounts, system and file access requests and user profiles
- Deal with support requests appropriately via the Servicedesk workflow system
The post holder will be security cleared to SC level.
This vacancy is using Success Profiles, to find out more, please click here.
As part of the application process you will be asked to complete 4 sift stage questions made up of an experience question and 3 Level 2 Behaviour questions.
The Level 2 Behaviours that are being assessed are:
- Managing a Quality Service
- Delivering at Pace
- Changing and Improving
For candidates who are successful at application stage, you will then be invited to a Success Profiles Interview.
The level 2 Behaviours that will be assessed are:
- Communicating and Influencing
- Delivering at Pace
- Changing and Improving
You will also be assessed on Strengths desirable for the role, as well as an IOPC Values question.
We reserve the right to close this advert early if a high number of applications is received.*
Main Responsibility
- To work with outsourced ICT service providers to ensure that incidents are resolved promptly, recurring problems are escalated and that ICT services are efficiently delivered.
- Ensure all support calls via phone/email/user walk-up are handled/triaged effectively.
- React to alerts from monitoring systems within SLA.
- Escalate/triage issues where necessary.
- Contribute to policies, processes and procedures.
- Reporting faults within the ITSM tool.
- Administer all ICT user account profiles, application and system access. Ensuring all users only have authorised access to the relevant information & systems according to their role and responsibility, supporting security and system integrity of the Starters and Leavers processes and security groups.
- Provide end user support for the ICT equipment & infrastructure in IOPC offices and key applications such as Outlook email & MS Office as well as line of business applications
- Maintain the CMDB and ICT asset registers are current, status accounted and fit for purpose, with reporting available when required
- Maintain and update a knowledge base, ensuring relevant information is available for all users when required
- Support refresh and change projects related to the ICT infrastructure and end user device portfolio, including user acceptance testing and cutover activities
- To undertake any other ICT administration duties as may be assigned from time to time commensurate with the level and responsibilities of the post.
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As an ICT Service Desk Analyst there is a requirement to cover the hours of:
08:00-16:00
09:00-17:00
10:00-18:00
This is rotated on a weekly basis or as and when needed.
The Ideal Candidate
Desirable
- Knowledge of ITSM tools such as Freshservice/Service Now.
- Reporting and trending experience in ITSM tools.
- Experience of adding announcements for all staff with updates on maintenance/outages.
- Experience of creating and associating parent/child tickets in times of major outages.
- Experience/knowledge of automating tasks/processes
- ITIL Foundation Certification or willingness to work towards it.
Experience
- Microsoft Office 365 cloud services
- Microsoft Azure cloud services
- Microsoft Outlook email
- Citrix XenApp thin client
- InTune/Endpoint management
- Strong customer focus and experience of building good working relationships with stakeholders and end users
- Experience supporting various end user devices utilising appropriate management tools such as Microsoft Active Directory & Mobile Device Management systems
- Experience of providing remote end user support across a range of desktop environments and office applications
- Knowledge of shared WiFi, VPN, LAN and WAN technologies
- Experience of working with outsourced IT service delivery teams and awareness of ITIL incident and asset management principles
- Experience of working in a secure environment
- Working knowledge of one or more of the IOPC’s corporate applications such as Sharepoint or HP Records Manager
- Awareness of the legal issues relating to IS/IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights, GDPR
- Ability to undertake system administration and access control for the IOPC’s systems
- Good administration skills
- Ability to work as part of a team
- Excellent written and oral communication skills
- Positive can-do attitude and flexibility of approach.
Reasonable Adjustments
The IOPC is a diverse and inclusive workplace and we want to help you demonstrate your full potential whatever type of assessment is used. We are open to providing you with the tools you need to succeed, from extra time to formatting changes, to name a mere few. If you require any reasonable adjustments to our recruitment process, please email humanresources@policeconduct.gov.uk
Package Description
- 27.5 days paid annual leave (increasing with service to 32.5 days)
- Options to carry over, buy or sell annual leave
- Civil Service pension
- PAM employee assistance programme
- Access to Civil Service Sports Council (CSSC) membership
- Staff networks focused on each of the protected characteristics – run for staff, by staff
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity behaviours
Additional Information:
The IOPC is not eligible to participate in the Civil Service transfer process, therefore successful candidates will not be able to transfer to the IOPC on their existing terms and conditions.
The IOPC does not participate in the UK Visa Sponsorship Scheme therefore, candidates will have to provide evidence of their Right to Work in the UK if offered a role with us.
This role is exempt from the Rehabilitation of Offenders Act 1974, therefore a standard Disclosure and Barring Service (DBS) check will be carried out for the successful candidate during the pre-employment process.
In line with the IOPC Recruitment and Selection Policy, we recommend that internal colleagues make an early application within the first seven days, so that we can see if there is enough interest within the organisation to keep the role internal for the full advert live period. Remember, we will review the number of applications after the first seven days and the role may be advertised externally after this period. See the Recruitment and Selection Policy or Guidance for further information.
About the Company
As a completely independent organisation, the IOPC seeks to uphold the rights of the public and investigate the most serious matters, including deaths following police contact, to promote learning and influence change in policing. The IOPC is an organisation steeped in history, influenced by significant figures such as Stephen Lawrence and Sir William Macpherson. We are looking for people to uphold our core values, and in return we will give you a supportive and inclusive work environment to flourish in.
Be yourself
The IOPC is committed to promoting equality and valuing diversity in everything we do. Our vision is to be, and to be seen as, a leader in inclusive employment and services, demonstrating this ethos in everything that we do.
- As a silver standard Stonewall employer, we continue to commit to being a LGBTQ+ employer through the work of our Pride LGBTQ+ Staff Network, creating welcoming environments for lesbian, gay, bi and queer people.
- We are pleased to share that we are a signatory of the Business in the Community Race at Work Charter. The Charter is composed of five calls to action for leaders and organisations across all sectors.
- Being a Disability Confident employer, the IOPC is dedicated to removing the barriers for disabled people to thrive in the workplace.
- Our Staff Networks are constantly working to make the IOPC the leaders of inclusive employment, from our Allyship Programme to Operation Hotton, to Welsh Language Standards and our Know the Line Policy, we are constantly seeking new ways to create an environment for all to develop and thrive.
