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Education and Training

ICT Support Analyst – 52385
£23,174 – £28,200
Multiple Locations

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The ICT Support Analyst will

  • Working alongside the ICT Training Specialist
  • Delivering vital training to our PQips at the start of their Probation career
  • Undertaking training with various staff members, including Probation System packages, Police System packages and Microsoft Office packages
  • Managing own workload and scheduling of training sessions
  • Pre-course preparation and post-course administration
  • Updating of learner records of completion on My Learning
  • Supporting the local Performance and Quality Team
  • Maintain own continual professional development by shadowing colleagues and completing My Learning courses

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

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. 

Flexible Work Location and Travel

•        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.

The 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

o    That control data processing, peripherals, and communications and networking equipment

o    Associated with operating and controlling the installed hardware and software

o    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.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.  

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Standard working hours are 37 hours per week excluding breaks which are unpaid. 

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after ten years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The National Probation Service is covered by the Local Government Pension Scheme (LGPS) run through the Greater Manchester Pension Fund (GMPF).  Please visit www.gmpf.org.uk for further information.

Please note: Any current Civil Servant who is a member of the PCSPS, by accepting an offer of employment to the National Probation Services will be opted out of the PCSPS and auto enrolled into the Local Government Pension Scheme.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender.

Eligibility

All candidates are subject to security and identity checks prior to taking up post

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on UKor Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.