24.80 IT Service Support

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., 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.
+ Monitor the ITSM Mailbox and manage e-mails, taking appropriate action as required.
+ 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., We'll assess you against these behaviours during the selection process:
+ Changing and Improving
+ Delivering at Pace
+ Working Together

+ 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., 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:
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is SC security check.

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 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 employer contribution of 28.97%
The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work., Candidates who are successful at the initial sifting stage will be invited to a panel interview.
The interview will assess the following behaviours:
Changing & Improving
Delivering at Pace
Working Together
Recruitment Timeline:
The following timetable outlines indicative dates. Please note, these dates may be subject to change without prior notice -
Advert Closing Date: 21st October 2024 10:00am
Shortlisting Applications: w/c 21st October 2024
Interviews: w/c 28th October 2024
Interviews will be held via Microsoft Teams.
Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
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.