25.10 IT Service Support

Disclosure & Barring Service, Pierremont, Darlington

25.10 IT Service Support

Salary not available. View on company website.

Disclosure & Barring Service, Pierremont, Darlington

  • Full time
  • Permanent
  • Onsite working

, 26 Jan | Get your application in now before you're too late!

Closing date: Closing date not specified

job Ref: d1b7f1c78f4f4c16acdd0ed03b75e835

Full Job Description

The IT Service Support 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, 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:-
+ Monitor the ITSM and SIAM Mailbox and managing e-mails, taking appropriate action as required.
+ Support Knowledge Management and the Collaborative Sites used by the SIAM & ITSM functions -
o 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: -
o IT service level reports and relevant statistical data;
o Change Records
o Incident & Problem reporting
o Continual Service Improvements
o 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.
Further information:
To view the DBS Recruitment and On-boarding Privacy Notice, please click the link below:
https://www.gov.uk/government/publications/dbs-recruitment-and-on-boarding-privacy-notice
This privacy notice covers personal data collected during the recruitment, security clearance and on-boarding process., We'll assess you against these behaviours during the selection process:
+ Changing and Improving
+ Delivering at Pace
+ Working Together

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
Knowledge of techniques associated with Service Management.
Worked as part of team in an admin support capacity
Proficient in the use of Microsoft Office Products such as Word, Excel, PowerPoint and Outlook.
Desirable Criteria
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 of the delivery of professional IT Services
Experience of using ITIL Processes.
ITIL Foundation Accreditation.
Experience of ServiceNow toolset.
Degree or Equivalent is desirable., Candidates must ensure that their applications, including personal statements, are truthful and factually accurate. Please note, that plagiarism can include presenting the ideas and experience of others, or generated by artificial intelligence, as your own.
Clearance Required
The successful applicant will be required to secure SC clearance. If successfully appointed, you will be asked to complete the Character Enquiry Form, Nationality and Immigration Questionnaire & National Security Vetting Form. To be cleared to SC clearance level the candidate has to be able to meet the residency requirement (3 years within the last 5 years) as per Cabinet Office guidance.
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.

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.

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