ICT Trainer- Kent, Surrey & Sussex (Ref: 21633)

Job summary

Please refer to the Job Description

Job description

Overview of the job

This non-operational NPS Division based ICT Support team provides ICT 2nd Line Support and ICT Training to the NPS staff located within the Division.

• Based in the Divisional Business Support Hub and part of the NPS ICT team, with a matrix line into the HMPPS C&ICT who own and set the national ICT related working practices, policies - the NPS Div. ICT Support Team are responsible for implementation and support within the Division.
• The Divisional ICT Support Team also provide the local “intelligent hands” support for the HMPPS ICT Service.

The jobholder provides effective ICT Training service to users across the Division covering legacy local Probation Trust applications, National Offender Management Systems, MS Office and other user productivity tools and software.

• Assists in the development of learning material and courses
• Delivers IT training, workshops, and presentations to the NPS users at all levels.
• Working collaboratively with the Division’s Practice Training team to train and support NPS users on the NPS Way of Working and related processes and policies
• Actively contributes to testing activities of new systems and system changes.
• Provide ICT Training support to Assistive Technology (AT) users

The jobholder provides effective second line interface with users seeking IT support, updating and tracking incidents and complaints, keeping customers advised on request status and progress.

• Makes second more detailed assessment of requests, attempts to resolve simple issues or escalate to the appropriate service support staff.
• Provides ad hoc support to users on the operation and use of the various standard software packages. Trouble-shoots hardware/software problems as notified by the users. Such as equipment malfunction, software bugs or system errors.
• Advises users on and deals with their queries about the front-end applications, ensures that user is familiar with the equipment operating procedures by giving instructions when necessary.
• Monitor all Team Mailboxes and Service Desk Queues for incoming requests and progress appropriately
• Responsible for ICT Housekeeping system checks, system & User administration, housekeeping services including backup & recovery of data.
• Operates the computer systems and peripheral equipment in accordance with operating instructions, monitors system performance. Installs software and software upgrades

Liaises with HMPPS ICT staff and suppliers staff:-

• To resolve problems. Ensures proper logging and timely escalation of customers’ requests for support, keeping customers advised on request status and progress.
• On the development of system enhancements to overcome known problems or further fulfil user requirements.
• Governed by the NPS-CRC Reciprocal Support agreements, the Div. ICT Support Team also provide ICT Training and Support services to CRC staff within the Region.
• As the operational support arm of HMPPS C&ICT on occasion the job holder will be required to provide ICT Support and Training to Probation staff within other Divisions.
• Job holder will also be a member of Technical Reference/ User Support Groups and required to assist with System Upgrade testing and preparation activities.

Flexible Work Location and TravelThe job holder is therefore required to be flexible regarding the location of the work when required.

Summary

The divisionally based NPS ICT Support Team has a matrix line into HMPPS C&ICT. A multi-skilled role covering ICT User Support and Training. ICT Training

• Participate in the development of new training courses
• Deliver ICT training courses to all NPS staff across the Division providing coaching sessions and 1:1 training
• Provide ICT Training support to Assistive Technology (AT) users
• Deliver presentations/workshop sessions
• Assist in conducting training needs analysis across the Division
• Liaise with and support HMPPS C&ICT with deployment of national application releases

ICT Support -

• Acts as the NPS Division’s operational front-line interface to users
• Manage all incidents, standard service and access requests
• Provide ICT Support to Assistive Technology (AT) users
• Responds to enquiries from users, specialists and others
• Investigate, diagnose and resolve computer hardware incidents
• Ensures adherence to escalation procedures.
• Single point of contact for MOJ, HMPPS C&ICT and external organisations’.

Problem Management

• Initiate the procedure for handling suspected security incidents and inform management
• Use Theoretical & Practical knowledge of ITC systems to carry out support activities
• Investigates minor/medium size hardware
• Analyses incident records to establish root cause
• Support the creation and maintenance of documentation

Change & Release Management

• Receives, evaluates and progresses request for Service/ Change

House-Keeping

• Assist in transition, planning support of change
• Assists in installing or removing items of software
• To undertake system administration tasks
• Carries out skilled activities in support of assigned software applications
• Carries out simple routine operations/ Daily checks including the taking of system and data backups

Responsibilities, Activities & Duties

The job holder will be required to carry out the following responsibilities, activities and duties: ICT Training

• Participate in the development of new training courses
• Deliver/ Provide ICT training courses, coaching sessions and 1:1 training
• Provide ICT Training support to Assistive Technology (AT) users
• Deliver presentations/workshop sessions on probation sites throughout the Division
• Assist in conducting training needs analysis across the Division
• Liaise with and support HMPPS C&ICT with deployment of national application releases and other new software developments. Undertake product testing of new applications and system changes

ICT Support -

• Acts as the NPS Division’s operational front-line interface to users providing effective interface between users on systems, products and services available
• Manage all incidents, standard service and access requests
• Provide ICT Support to Assistive Technology (AT) users
• Responds to enquiries from users, specialists and others
• Assists users in defining their needs for new access rights and privileges
• Investigate, diagnose and resolve computer hardware incidents
• Ensures adherence to escalation procedures.
• Ensures that requests for assistance are properly logged
• Provides advice to users on systems, products and services and services and a single point of contact for MOJ, HMPPS C&ICT and external organisations’.

Problem Management

• Initiate the procedure for handling detected incidents
• Monitor and report on any suspected security incidents and inform management
• Use Theoretical & Practical knowledge of ITC systems to carry out support activities with respect to problem management process
• Investigates minor/medium size hardware problems and other requests for support
• Analyses incident records to establish root cause of the incident
• Support the creation and maintenance of documentation to assist in the resolution of Incidents & Problems.
• Ensures that documentation of the supported systems and software is available and in an appropriate form for those receiving calls

Change & Release Management

• Receives, evaluates and progresses request for Service/ Change and works to ensure effective fulfilment to meet users business needs

House-Keeping

• Assist in transition, planning support of change to identify potential problems with new systems
• Assists in installing or removing items of software
• Maintaining the configuration system
• Monitors systems
• To undertake system administration tasks
• Carries out skilled activities in support of assigned software applications
• Carries out simple routine operations
• That control data processing, peripherals, and communications and networking equipment
• Associated with operating and controlling the installed hardware and software
• Daily checks including the taking of system and data backups

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation scheme and shall be discussed in the first instance with the Job Holder.

Behaviours

• Seeing the Bigger Picture
• Leadership
• Working Together
• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

Essential Experience

• Knowledge and a good understanding of the HMPPS Applications, - National Delius, OASys, and IAPS. Awareness and basic knowledge of Prison NOMIS.
• Understands HMPPS Change & ICT and local NPS Division and CRC landscape i.e. the activities, structure, and position in the organisation of the functions or departments for which services are provided.
• Experience in ICT Support Team duties or similar role.

Technical requirements

IT literate with above average knowledge of MS Office products (Word, Excel, PowerPoint, Lotus Notes Email). Information Technology Information Library (ITIL), Best Practice – Foundation as minimum SFIA

• Service Desk and Incident Management USUP Level 2
• Problem Management PBMG Level 3
• Learning Delivery ETDL Level 3
• Application Support ASUP Level 2

Hours of Work (Unsocial Hours) Allowances

• The incumbent is required to work set hours to cover the hours of the Service Desk.
• On occasions there will be a need to work extended hours to meet a specific requirement.
• Occasional travel and need to work within any of the other NPS Divisions in England and Wales.

Occasional need to travel to London and other locations for meetings and other activities.

Person specification

Please refer to the Job Description

Behaviours

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

• Developing Self and Others
• Delivering at Pace
• Communicating and Influencing
• Changing and Improving

Benefits

• 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 standard (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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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.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 5358

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/21633?entityId=21633