26.82 EO IT Service Support

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., 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., We’ll assess you against these behaviours during the selection process:
• Changing and Improving
• Delivering at Pace
• Working Together, Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled. Feedback will only be provided if you attend an interview.

Security Clearance Requirements:

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is SC security check.

For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, the expectation of UK residency for SC clearance is 5 years continuous presence in the UK. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.

See our vetting charter. Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Do you have experience in ServiceNow?, * 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., 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

Pulled from the full job description

• Annual leave
• Employee assistance programme
• Company pension, Alongside your salary of £30,993, Disclosure & Barring Service contributes £8,978 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.