23.74 Eo IT Service Support

**Details**:
**Reference number**:

- 293120**Salary**:

- £25,740 - £28,476**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, Homeworking, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- DarlingtonAbout the job

**Job summary**:
The Job holder will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate. They will be supporting the SIAM function in several IT capabilities which may include Major IT Incidents, IT Problem Management, IT Change, IT Configuration Management, IT Asset & Licence Management, 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 contributing to the overall team tasks and activities. 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
- Able to drive problem resolution through the appropriate escalation channels
- Able to confidently participate in white board type design and review sessions
- Able to 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:

- Support Knowledge Management and the Collaborative Sites used by the SIAM & ITSM functions.
- Including but not limited to maintaining ITSM reports, records and documents to approved standards;
- Arrange and control third party supplier visits to the Darlington Office
- Assist in the collation of:
- IT service level reports and relevant statistical data;
- Change Records
- Incident & Problem reporting
- Continual Service Improvements
- Risk and Issue tracking
- Participate in the development and delivery of new IT related services (for example, Teams & SharePoint);
- Provide ad-hoc support/instruction to help ensure effective use of overall IT throughout DBS;
- Provide on-site support, In Darlington, for the issue and return of IT equipment;
- Participate in the ITSM Service Design for DBS services, including production and implementation of new processes;
- Provide general administrative support as directed by line management; including preparing reports for meetings, taking accurate minutes, communicating with stakeholders;
- Participate in ITSM related activities in both the Liverpool and Darlington offices as required (overnight stays in Liverpool 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.

**See our vetting charter**.**

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Delivering at Pace
- Making Effective Decisions
- Changing and Improving
- Working Together

**Benefits**:
The DBS offers a number of excellent benefits for its employees. These can include:

- Generous annual leave entitlement
- Excellent maternity, paternity and adoption schemes (after a qualifying period)
- Commitment to the health and wellbeing of our employees
- Employee Assistance Programme
- Flexible working opportunities
- Eyecare voucher scheme
- Occupational Health Service including referrals for counselling and physiotherapy
- 24/7 Counselling and Wellbeing Service
- A Civil Service Pension with an average employer contribution of 27%

The DBS