Canary Wharf & Croydon for permanent post

Birmingham, Sale, Wakefield, Croydon, Canary Wharf or Cardiff for Fixed-Term Post

Job Summary

As an ICT Support Engineer, you will be welcomed into a dynamic and inclusive DDaT team responsible for providing support to the IOPC supporting prevailing BAU & project rollout work. In addition, you will support the administration of various processes including starters, movers & leavers, ICT service requests, IMACS, information asset management, document libraries, ICT system access control, digital media management, incident reporting and day to day support of tickets coming into the ICT Support Centre. The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation’s core outcomes and this is your opportunity to enter into the varied world of IOPC ICT Support Engineer, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.

This role will need to work closely with internal stakeholders, including but not limited to HR, FM and Finance and Investigation Support Units, all of whom are also involved in key processes.

This role will require travel to the designated office (Canary Wharf & Croydon) and other offices based on hybrid working and business need policies. The need can come from escalations from the Service Desk team for hands on end-user support and project related activities.

The role also involves liaising with other members of the broader ICT team, and particularly IOPC outsourced suppliers.

Job Description

• 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).
• Contribute to policies, processes and procedures.
• 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.
• To support refresh and change projects related to the desktop environment including user acceptance testing and cutover activities.
• Working with the IOPC’s outsourced ICT providers, their service desk and resolver groups, raising/approving requests on 3rd party supplier ITSM portals.
• To administer service requests and starters leavers and mover process as it applies to providing access to corporate applications, file stores and mailboxes.
• To undertake other activities needed from time to time to provide resilience across the team and to provide data input and reporting to others in the wider ICT team.
• To be involved in ICT procurement – determining requirements for day-to-day ordering, requesting quotes, raising requisitions.
• Negotiating with suppliers on costs, ensuring integrated and efficient services.
• Negotiating with staff of all levels, planning for future activities, for themselves and for other members of the team.
• Strong customer focus and experience of building good working relationships with stakeholders and end users.
• Managing service change, ensuring continuity whilst implementing complex key technical changes.
• Providing hands-on support to local users in their use of the IOPC standard desktop/laptop and end devices such as scanners, plotters, printers, local telephony, Wi-Fi networking, fixed and soft-phone telephony and video conferencing as well as specialist equipment used for Major Investigations.
• Being a SPOC for your designated office and taking ownership of incidents/requests/project work require at that site.
• Be willing to travel for ICT projects.
• Ensure new end user requirements or requests are captured and either escalated to the Business Relationship Managers or fed into the appropriate processes such as Service Improvement board / Technical Design Authority etc.
• 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, ICT asset registers and Service Catalogue 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.
• Raise relevant Purchase Orders when required in line with ICT support requirements.
• As an ICT Support Engineer there is a requirement to cover the hours of 08:00-16:00 when covering the telephones for the service desk, which will be assigned on a rota schedule.