ICT Support Engineer

Independent Office for Police Conduct; Croydon; On-site; GBP 35,000; Full time

Job summary

The Independent Office for Police Conduct seeks an ICT Support Engineer to deliver vital IT support for their dynamic DDaT team. With responsibilities including managing ICT suppliers and improving service delivery, this role offers a salary of £34,067 along with substantial benefits including a Civil Service pension and generous leave.

Benefits

27.5 days paid annual leave

Civil Service pension

Health Cash Plan

Voluntary maternity leave package

Learning and development tailored to your role

Qualifications

• Demonstrable knowledge of Citrix XenApp thin client.
• Experience supporting end user devices utilizing management tools.
• Knowledge of ITIL incident and asset management principles.

Responsibilities

• Maintain service delivery management regime for ICT suppliers.
• Analyze processes for Continual Service Improvement.
• Undertake IMACS related to desktop equipment.

Skills

Citrix XenApp

Microsoft Office 365

Microsoft Azure

InTune/Endpoint management

Microsoft Active Directory

Mobile Device Management

ITIL principles

IT literacy

WiFi, VPN, LAN and WAN technologies

Good communication skills

Job description

Canary Wharf a Croydon

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

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).
• 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

Please refer to the Job Description for full role responsibilities.

• 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

Please refer to the Job Description for full role responsibilities.

Person specification

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
  
  

Alongside your salary of £34,067, Independent Office for Police Conduct contributes £9,869 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• 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
  
  

Selection process details

Office Location: 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. There is a 40% requirement to be office based (2 days a week). You will be required to visit the Canary Office and the Croydon Office once a week.

Rota requirement: There will be a rota in which you will need to work from 8am-4pm on specific days to cover service desk telephone calls. We are in the process of finalising the rota including clarification on the frequency this will be required. We endeavour to have clarification on the rota frequency at Interview stage.

We'll assess you against these Higher Executive Officer (HEO) Level behaviours during the selection process:

• Changing and Improving
• Managing a Quality Service
• Delivering at Pace
  
  

This vacancy is using Success Profiles, to find out more, please click here.

Throughout the recruitment process we will also assess your Experience, Strengths, Technical Skills and Values

As part of the application process, you will be asked to complete one Technical and Three Behavioural Questions based on the essential criteria.

Anticipated assessment and interview dates are estimated to take place in July 2025 and onwards. Candidates will then complete a Success Profile Interview. Behaviours assessed at this stage will be shared with candidates invited to interview.

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 (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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 (opens in a new window).See our vetting charter (opens in a new window).

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups

• 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) (opens in a new window)
• 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
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact

• Name : Nikki O'Connor
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]