ICT Support Engineer

Main Responsibility

• To be part of a team responsible for maintaining a rigorous service delivery management regime in relation to the IOPC’s ICT supplier(s), maintaining control over service demand, ICT provision and ensuring the supplier meets the required and contracted levels and standards.
• Analysing current processes and procedures and developing new procedures based on CSI (Continual Service Improvement).
• Reporting faults within the ITSM tool.
• Undertaking Installations, Moves, and Changes (IMACS) related to desktop equipment. Action ICT service requests, ensuring compliance with agreed governance processes
• Work with IOPC’s outsourced ICT providers to ensure that incidents are resolved promptly, problems accurately reported and diagnosed and that ICT services are efficiently delivered. Managing local “break-fix arrangements” through swap-out and stock maintenance 
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Please refer to the Job Description for full role responsibilities. 

The Ideal Candidate

Essential Experience

• Demonstrable knowledge of Citrix XenApp thin client

• Microsoft Office 365 cloud services
• Microsoft Azure cloud services
• InTune/Endpoint management 
• Experience supporting various end user devices utilising appropriate management tools such as Microsoft Active Directory & Mobile Device Management systems

• Willingness to work towards the principles of ITILV3/V4 and corresponding ICT service management
• IT Literate
• 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
• Knowledge of shared WiFi, VPN, LAN and WAN technologies 
• Experience of managing a range of enquiries from internal stakeholders
• Demonstrable experience in the management of details records in relation to actions taken
• 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

Desirable Experience

• Some familiarity with the ICT project lifecycle
• PM qualification or experience – PRINCE Foundation useful
• Experience of managing hardware related faults
• Experience of working with outsourced IT service delivery teams and awareness of ITIL incident and asset management principles
• Working knowledge of one or more of the IOPC’s corporate applications such as SharePoint or HP Records Manager

• Knowledge of ITSM tools such as Freshservice/Service Now
• Reporting and trending experience in ITSM tools
• Experience/knowledge of automating tasks/processes

We believe that diverse perspectives contribute to a more innovative and dynamic workplace. We actively encourage applications from individuals who are typically under-represented or disadvantaged in society. This includes women, people from ethnically diverse backgrounds, parents and carers, and disabled candidates, including neurodiverse candidates. 

We are committed to providing equal opportunities for all applicants and creating an inclusive environment where diverse perspectives are valued and supported.

The role requires clearance to SC: 

Successful candidates will need to undergo Security Check (SC) clearance as a minimum requirement for this appointment.  Please note that SC Clearance requires 5 years’ continuous residency in the UK.

National security vetting: clearance levels - GOV.UK (www.gov.uk)

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. Whilst this list is not exhaustive, please see potential reasonable adjustments below that we can provide:

• Extra time for presentations or interview questions
• Formatting changes such as colours for text or background on written assignments
• Questions presented in writing during interviews

If you require any reasonable adjustments to our recruitment process, please email recruitment@policeconduct.gov.uk 

Package Description

What we Offer:

• 27.5 days paid annual leave (increasing with service to 32.5 days) 
• Options to carry over, buy or sell annual leave
• Voluntary Health Cash Plan provided by BHSF
• Civil Service pension
• Civil Service maternity leave package
• PAM employee assistance programme
• Access to Civil Service Sports Council (CSSC) membership
• Cycle to work scheme
• Opportunity to enjoy the latest home and electronics in a more affordable way provided by Vivup
• Car Leasing Scheme
• Staff Networks focussed on each of the protected characteristics - run for staff, by staff: Enable Network, Age Network, Welsh Network, Pride and LGBTQ+ Network, Sex and Family Network, Race, Religion and Belief Network
• Learning and development tailored to your role.
• An environment with flexible working options
• A culture encouraging inclusion and diversity

Additional Information:

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

Emotional Consideration:

In performing this role, you may have occasional exposure to distressing material which will likely be impactful, traumatic and challenging. Given the nature of the work, [it is also possible that] you will have contact with individuals who are experiencing extreme distress. The IOPC recognises this and offers all staff a range of wellbeing provisions, including TRiM (Trauma Risk Management), peer-to-peer support, a dedicated Wellbeing Advisor, and access to free confidential counselling. All staff are strongly encouraged to proactively access and engage with the support available. If you would like to speak about this element of the role with somebody already doing similar work at the IOPC please contact recruitment@policeconduct.gov.uk and this can be arranged. 

Positive Action

Positive action as detailed in the Equality Act 2010, allows us to use measures designed to help improve equality in the workplace, and create a level playing field for all, whilst still employing everyone based on merit. Our workforce profile data shows that people who identify as black, Asian and minority ethnic are under-represented at the IOPC. 

For this role – should we have a situation where multiple candidates have achieved the highest score and one identifies as black, Asian or minority ethnic, by using positive action, we can select that candidate for the role, therefore improving this area of under-representation at the IOPC. We will only use positive action in this way where the highest scoring candidates have all scored equally, at the final assessment stage, and above our required threshold.

Rydym yn croesawu ymgeiswyr i ymgeisio am rolau trwy gyfrwng y Gymraeg fel eu dewis iaith.

#IND

About the Company

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 an LGBTQ+ employer through the work of our Pride LGBTQ+ Staff Network, creating welcoming environments for lesbian, gay, bi, trans 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 dedicating 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 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.