Digital Support Executive Officer (Ref: 23312)

Job summary

Please refer to Job Description

Job description

About the Parole Board

The Parole Board is a court like body that determines if someone is safe to release from prison. We do that with great care and public safety is our number one priority.

All Parole Board decisions are solely focused on whether a prisoner would represent a significant risk to the public after release, although not all decisions members take are popular and they try to do this as fairly and objectively as they can.

The Parole Board is made up of approximately 150 members of staff based in our London Head Office and approximately 300 nationally based Parole Board Members, who make decisions on risk by assessing cases on paper and attending hearings at prisons around the country.

The Parole Board offers an excellent flexible working policy which allows employees to have an effective work, home life balance. We are committed to the development of employees and how to support their learning. We therefore promote staff participating in apprenticeships and wider learning. The Parole Board currently exceeds the government target of employees on apprenticeships.

About the role

The post holder will play a key role in ensuring the success of the Parole Board’s digitalisation projects by providing first line technical support to the Parole Board membership and administering requests for transcripts. You will be the first line IT support, for people working remotely logging and escalating problems as they are received.

Person specification

As Digital Support Executive Officer you will report to the Transformation Hub and be an integral part of the IT team providing first line technical support. You should be self-motivated, with a keen desire to solve problems and progress within IT. You will be required to work autonomously and as part of a team. The post holder will have:

• An interest in pursuing a career in IT
• The ability to prioritise and manage high volumes of e-mails
• The ability to build effective working relationships with key stakeholders (ALBs; other agencies; private office) and staff, whilst maintaining a high level of resilience
• Excellent communication skills, and an ability to explain technical issues in plain English

Main Duties

• To oversee the digital support officer role and provide IT support to the Parole Board by dealing with telephone support calls
• Manage the online ticketing system and assign and log tasks appropriately in collaboration with IT Engineers
• To identify customer issues, clarify information, and raise requests as appropriate
• Work with the IT team to identify and report any noteworthy issues, trends, and behaviours
• To resolve issues/requests where appropriate
• To provide ad hoc IT support to staff if required
• Provide remote support and troubleshoot member and staff IT issues
• Providing SharePoint Administrator support for Member and Secretariat SharePoint Sites.
• Taking an active role in IT projects, which can vary on scale, strategy, or complexity.
• Provide technical support for public hearings and other business-critical events.
• Undertake additional duties and projects as assigned by the Line Manager and Senior IT Lead appropriate to the role.

Full training will be given to any successful candidate in all areas.

Experience required for the post

• Experience of working within a multi-stakeholder environment
• The ability to adapt quickly to different systems and processes
• The ability to explain issues in both technical terms and in plain English
• Effective communication and problem-solving skills

Desirable skills

• Knowledge and experience of using IT systems and software, particularly those relating to Microsoft SharePoint, Office 365, and Azure
• Knowledge and experience of handling first or second line IT queries

Assessment

Applicants will be assessed against the following behaviours during the selection process:

• Changing and Improving - Interview
• Managing a Quality Service – Application and Interview
• Delivering at Pace - Interview

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Strengths. At the sift stage you will be assessed against Behaviours and Experience.

Should a large number of applications be received, the initial sift may be conducted using a lead behavior. This will be the behavior which is listed first in the job advert.

Any persons successful in gaining an interview will need to bring in photographic ID, and two items which prove address dated within the last 3 months. Failure to do this may result in the successful applicants offer being withdrawn.

Person specification

Please refer to Job Description

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
• Changing and Improving

Benefits

Alongside your salary of £28,605, Parole Board contributes £8,286 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) 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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : SSCL Recruitment Enquiries Team
• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk
• Telephone : 0345 241 5359

Recruitment team

• Email : moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

https://jobs.justice.gov.uk/careers/JobDetail/23312?entityId=23312