24.80 IT Service Support

**Details**: **Reference number**: - 372899**Salary**: - £27,050 - £29,500- A Civil Service Pension with an employer contribution of 28.97%**Job grade**: - Executive Officer**Contract type**: - Permanent**Business area**: - IT Service Management (ITSM) Technology and Innovation**Type of role**: - Information Technology**Working pattern**: - Flexible working, Full-time**Number of jobs available**: - 1Contents Location About the job **Benefits**: Things you need to know Location - Liverpool - Shannon Court The post holder will be required to attend the Liverpool office. This will be on a rota basis and will be agreed with your line manager once in post.About the job **Job summary**: The IT Service Support will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate. They will be supporting day to day operational requirements of the Liverpool office. They will also be supporting the overall SIAM function in several areas which may include Major IT Incidents, IT Problem Management, IT Change, and other IT controls processes. 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 providing general Desktop Support to the DBS user base. The job holder should - have excellent written and verbal skills and must be able to document and articulate to others key issues in the infrastructure arena. - drive problem resolution through the appropriate escalation channels. - confidently participate in white board type design and review sessions. - 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. **Job description**: 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. The role holder will be expected to support with the following activities: - Provide support to Senior IT Service Manager. - Respond to user’s “walk-up" and telephone enquiries. - Escalate any urgent issues as soon as they are identified. - Arrange and control third party supplier visits to Shannon Court. - Undertake and manage LPF User Account Management. - Provide general support to the ITSM Team (arranging meetings, room bookings, preparing papers, etc). - POISE escalations as required. - On-going development of operational ITSM BAU 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. - Undertake management of appropriate stock levels in the IT Equipment Storeroom. - Process equipment requisitions. - Laptop Management and user support. - Management of inactive POISE Laptops and Mobile Phones. - Request Item / ITNow support. - Participate in the ITSM Service Design for new DBS services, including production and implementation of new processes. - Participate in ITSM related activities in both the Liverpool and Darlington offices as required (overnight stays in Darlington may be required. - Undertake ad-hoc activities as directed by line management. **Person specification**: **Essential Criteria** **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 is desirable. **Security Clearance Requirements**: **See our vetting charter**.** **Behaviours**: We'll assess you against these behaviours during the selection process: - Changing and Improving - Delivering at Pace - Working Together **Benefits**: - Alongside your salary of £27,050, Disclosure & Barring Service contributes £7,836 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 l