ICT Support Engineer

Independent Office for Police Conduct (IOPC); Wakefield; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

The Independent Office for Police Conduct (IOPC) is seeking an ICT Support Engineer to join a dynamic team delivering BAU and project support. You’ll work across HR, FM, Finance and Investigation Support Units, supporting IMACS, information asset management, access control and ICT service delivery.

Travel to Canary Wharf, Croydon and other offices will be required as part of hybrid working. The role involves liaising with in-house and outsourced ICT teams to ensure timely incident resolution and

Qualifications

• Demonstrable knowledge of Citrix XenApp thin client.
• Microsoft 365 cloud services.
• Microsoft Azure cloud services.
• InTune/Endpoint management.
• Experience supporting end user devices with AD & MDM.
• Willingness to work towards ITIL v3/v4 and ICT service management.

Responsibilities

• Maintain service delivery management with IOPC ICT supplier(s) and ensure contracted levels are met.
• Analyse current processes and drive Continual Service Improvement (CSI) initiatives.
• Contribute to policies, processes and procedures.
• Report faults within the ITSM tool.
• Undertake IMACS tasks for desktop equipment and fulfil ICT service requests.
• Collaborate with outsourced ICT providers to resolve incidents and manage break-fix arrangements.

Skills

Excellent communication

Team player

Administration skills

Positive can-do attitude

Willingness to learn ITIL

Ability to work under pressure

Problem solving

Tools

Citrix XenApp

Office 365

Azure

Intune/MDM

Active Directory

Mobile Device Management

ITSM tools (Freshservice/ServiceNow)

SharePoint

HP Records Manager

Job description

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.

Main Responsibility

• 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

The Ideal Candidate:

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

Skills and Abilities

The post holder will report to the LeadICT Support Engineerand be responsible for providing support for core ICT business activities.

• Support incident and problem resolution by undertaking first time fix and managing triage of tickets to other resolver groups.
• Support service request fulfilment adhering to SLA's, team OLA's and prioritising tickets.
• Support users on the broad range of ICT deployed at the IOPC, along with helping to maintain infrastructure in the IOPC's offices.

This will include: fixed and flexible working devices, WiFi networking, printing services, fixed and softphone telephony, mobile telephony and video conferencing as well as specialist equipment used by specific teams within the organisation.

• Work with in house and 3rd party ICT providers in delivering ICT services
• Deal with first line user enquiries and provide end user support for all departments within the IOPC onsite or remotely.
• Ensure incidents/service requests are closed within SLA.
• Administer the access and security of all ICT user accounts, system and file access requests and user profiles
• Deal with support requests appropriately via the service desk workflow system

The post holder will be security cleared to SC level.