IT Service Support - Disclosure & Barring Service - EO

Location

Liverpool

This is predominantly an office-based role. The post holder will be required to attend the Liverpool office on a full-time basis. As the post holder develops into the role, there may be limited opportunities to work remotely. This will be agreed with your line manager once in post.

About the job

Job summary

The Job holder will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate. They will be supporting the SIAM function in several IT capabilities which may include but not limited to Major IT Incidents, IT Problem Management, IT Change, and other IT controls processes. Also supporting the transition from legacy technology and supporting the new technology one defined. They will also provide overall desktop support and advice to DBS users. 

As a member of the DBS IT Service Management Team, the post holder will play an active role in the control of these functions as well as contributing to the overall team tasks and activities.

The Job Holder should: -

• Have excellent written and verbal skills and must be able to document and articulate to others key issues in the infrastructure arena.
• Able to drive problem resolution through the appropriate escalation channels.
• Able to confidently participate in white board type design and review sessions.
• Able to evaluate and understand new products and services within the team’s scope.
• Contribute to building a culture of a service excellence, always putting the customer, our people, and our business at the centre of everything we undertake.

Job description

Working as part of a small team of skilled IT Service Managers who manage on a day-to-day basis IT operational and IT Controls requirements.

The IT Service Support role helps deliver day to day activities within the team.

Reporting to the DBS Senior IT Service Manager the post-holder will:

• Provide support to Senior IT Service Manager.
• Monitor the ITSM Mailbox and manage e-mails, taking appropriate action as required.
• Respond to user’s telephone enquiries.
• Respond to “walk-up” user enquiries.
• Escalate any urgent issues as soon as they are identified.
• Arrange and control third party supplier visits to the Server Rooms in Shannon Court.
• Provide general support to the ITSM Team.
• POISE escalations as required.
• On-going development of operational ITSM BAU processes and Work Instructions.
• Provide ad-hoc support and advice as required to help ensure effective use of IT throughout DBS.
• Provide miscellaneous Project support.
• Management of IT Equipment Storeroom and stock levels.
• Process equipment requisitions.
• Laptop and mobile phone management and user support.
• Request Item / ITNow support.
• Participate in the ITSM Service Design for DBS services, including production and implementation of new processes.
• Undertake ad-hoc activities as directed by line management.
• Provide transitional support from legacy systems to new.
• Provide support for the new services once defined.

Person specification

Essential Criteria

Ability -

• Ability to manage own workload and work to tight deadlines and timescales.
• Ability to produce high quality documentation.
• Excellent organisational skills.
• Excellent analytical skills.
• Understanding of service and support practices.

Experience -

• Knowledge of techniques associated with Service Management.
• Worked as part of team in an admin support capacity.

Technical -

• Proficient in the use of Microsoft Office Products such as Word, Excel, PowerPoint and Outlook.

Desirable Criteria 

Ability -

• Strong analysis skills and an innovative approach to problem solving with the capability to build on concepts and principles.
• Can contribute to an environment that supports cooperation and cohesiveness among the work team.

Experience -

• Experience of the delivery of professional IT Services.
• Experience of using ITIL Processes.

Technical -

• ITIL Foundation Accreditation.
• Experience of ServiceNow toolset.
• Degree or Equivalent 

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