HM Prison and Probation Service
ICT Trainer- Kent, Surrey & Sussex (Ref: 21633)
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Description
Locations
This position is based at NMS Arun Civic Centre, BN17 5NA, NMS Galleon House, ME14 1BG, NMS Midtown House, RH10 1BW, NMS Queens House, CT11 9DH, NMS Templar House, TN23 1PL, NPS 17 Garden Road Tunbridge Wells, TN1 2XP, NPS 47 Grand Parade Brighton, BN2 9QA, NPS 56-58 College Road Maidstone, ME15 6SJ, NPS College House Guildford, GU1 4RS, NPS Comunity Supervision Eastbourne, BN21 1DD, NPS Crozier House St Leonards, TN38 0ET, NPS Folkestone Magistrates Court Folkestone, CT20 2DH, NPS Forum House Surrey, RH1 6YS, NPS New Road Chatham, ME4 4QQ, NPS Ralphs Centre Canterbury, CT1 3RH, NPS Worthing Probation Office Worthing, BN11 2BE.
Job Summary
Please refer to the Job Description
Job Description
Overview of the Job
This non-operational NPS Division based ICT Support team provides ICT 2nd Line Support and ICT Training to the NPS staff located within the Division.
Based in the Divisional Business Support Hub and part of the NPS ICT team, with a matrix line into the HMPPS C&ICT who own and set the national ICT related working practices, policies - the NPS Div. ICT Support Team are responsible for implementation and support within the Division. The Divisional ICT Support Team also provide the local “intelligent hands” support for the HMPPS ICT Service.
The jobholder provides effective ICT Training service to users across the Division covering legacy local Probation Trust applications, National Offender Management Systems, MS Office and other user productivity tools and software.
- Assists in the development of learning material and courses
- Delivers IT training, workshops, and presentations to the NPS users at all levels.
- Working collaboratively with the Division’s Practice Training team to train and support NPS users on the NPS Way of Working and related processes and policies
- Actively contributes to testing activities of new systems and system changes.
- Provide ICT Training support to Assistive Technology (AT) users
The jobholder provides effective second line interface with users seeking IT support, updating and tracking incidents and complaints, keeping customers advised on request status and progress.
- Makes more detailed assessment of requests, attempts to resolve simple issues or escalate to the appropriate service support staff.
- Provides ad hoc support to users on the operation and use of the various standard software packages. Trouble-shoots hardware/software problems as notified by the users. Such as equipment malfunction, software bugs or system errors.
- Advises users on and deals with their queries about the front-end applications, ensures that user is familiar with the equipment operating procedures by giving instructions when necessary.
- Monitor all Team Mailboxes and Service Desk Queues for incoming requests and progress appropriately
- Responsible for ICT Housekeeping system checks, system & User administration, housekeeping services including backup & recovery of data.
- Operates the computer systems and peripheral equipment in accordance with operating instructions, monitors system performance. Installs software and software upgrades
Liaises with HMPPS ICT staff and suppliers staff:
- To resolve problems. Ensures proper logging and timely escalation of customers’ requests for support, keeping customers advised on request status and progress.
- On the development of system enhancements to overcome known problems or further fulfil user requirements.
- Governed by the NPS-CRC Reciprocal Support agreements, the Div. ICT Support Team also provide ICT Training and Support services to CRC staff within the Region.
- As the operational support arm of HMPPS C&ICT on occasion the job holder will be required to provide ICT Support and Training to Probation staff within other Divisions.
- Job holder will also be a member of Technical Reference/ User Support Groups and required to assist with System Upgrade testing and preparation activities.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Flexible Work Location and Travel
The job holder is therefore required to be flexible regarding the location of the work when required.
Summary
The divisionally based NPS ICT Support Team has a matrix line into HMPPS C&ICT. A multi-skilled role covering ICT User Support and Training.
ICT Training
- Participate in the development of new training courses
- Deliver ICT training courses to all NPS staff across the Division providing coaching sessions and 1:1 training
- Provide ICT Training support to Assistive Technology (AT) users
- Deliver presentations/workshop sessions
- Assist in conducting training needs analysis across the Division
- Liaise with and support HMPPS C&ICT with deployment of national application releases
ICT Support
- Acts as the NPS Division’s operational front-line interface to users
- Manage all incidents, standard service and access requests
- Provide ICT Support to Assistive Technology (AT) users
- Responds to enquiries from users, specialists and others
- Investigate, diagnose and resolve computer hardware incidents
- Ensures adherence to escalation procedures.
- Single point of contact for MOJ, HMPPS C&ICT and external organisations’.
Problem Management
- Initiate the procedure for handling suspected security incidents and inform management
- Use Theoretical & Practical knowledge of ITC systems to carry out support activities
- Investigates minor/medium size hardware
- Analyses incident records to establish root cause
- Support the creation and maintenance of documentation
Change & Release Management
- Receives, evaluates and progresses request for Service/ Change
House-Keeping
- Assist in transition, planning support of change
- Assists in installing or removing items of software
- To undertake system administration tasks
- Carries out skilled activities in support of assigned software applications
- Carries out simple routine operations/ Daily checks including the taking of system and data backups
Responsibilities, Activities & Duties
The job holder will be required to carry out the following responsibilities, activities and duties:
ICT Training
- Participate in the development of new training courses
- Deliver/ Provide ICT training courses, coaching sessions and 1:1 training
- Provide ICT Training support to Assistive Technology (AT) users
- Deliver presentations/workshop sessions on probation sites throughout the Division
- Assist in conducting training needs analysis across the Division
- Liaise with and support HMPPS C&ICT with deployment of national application releases and other new software developments. Undertake product testing of new applications and system changes
ICT Support
- Acts as the NPS Division’s operational front-line interface to users providing effective interface between users on systems, products and services available
- Manage all incidents, standard service and access requests
- Provide ICT Support to Assistive Technology (AT) users
- Responds to enquiries from users, specialists and others
- Assists users in defining their needs for new access rights and privileges
- Investigate, diagnose and resolve computer hardware incidents
- Ensures adherence to escalation procedures.
- Ensures that requests for assistance are properly logged
- Provides advice to users on systems, products and services and services and a single point of contact for MOJ, HMPPS C&ICT and external organisations’.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Problem Management
- Initiate the procedure for handling detected incidents
- Monitor and report on any suspected security incidents and inform management
- Use Theoretical & Practical knowledge of ITC systems to carry out support activities with respect to problem management process
- Investigates minor/medium size hardware problems and other requests for support
- Analyses incident records to establish root cause of the incident
- Support the creation and maintenance of documentation to assist in the resolution of Incidents & Problems.
- Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls
Change & Release Management
- Receives, evaluates and progresses request for Service/ Change and works to ensure effective fulfilment to meet users business needs
House-Keeping
- Assist in transition, planning support of change to identify potential problems with new systems
- Assists in installing or removing items of software
- Maintaining the configuration system
- Monitors systems
- To undertake system administration tasks
- Carries out skilled activities in support of assigned software applications
- Carries out simple routine operations
- That control data processing, peripherals, and communications and networking equipment
- Associated with operating and controlling the installed hardware and software
- Daily checks including the taking of system and data backups
The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation scheme and shall be discussed in the first instance with the Job Holder.
Behaviours
- Seeing the Bigger Picture
- Leadership
- Working Together
- Managing a Quality Service
- Making Effective Decisions
- Communicating and Influencing
Essential Experience
- Knowledge and a good understanding of the HMPPS Applications, - National Delius, OASys, and IAPS. Awareness and basic knowledge of Prison NOMIS.
- Understands HMPPS Change & ICT and local NPS Division and CRC landscape i.e. the activities, structure, and position in the organisation of the functions or departments for which services are provided.
- Experience in ICT Support Team duties or similar role.
Technical Requirements
- IT literate with above average knowledge of MS Office products (Word, Excel, PowerPoint, Lotus Notes Email). Information Technology Information Library (ITIL), Best Practice – Foundation as minimum SFIA
- Service Desk and Incident Management USUP Level 2
- Problem Management PBMG Level 3
- Learning Delivery ETDL Level
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills