At a Glance
- Tasks: Provide ICT support, manage service requests, and improve processes for a dynamic team.
- Company: Join the IOPC, a forward-thinking organisation focused on enhancing police complaints in England and Wales.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Work in a collaborative team and enjoy a vibrant workplace culture.
- Why this job: Make a real difference in public service while developing your ICT skills in a supportive environment.
- Qualifications: Experience with Microsoft services, ITIL principles, and strong communication skills are essential.
The predicted salary is between 63000 - 77000 £ per year.
As an ICT Support Engineer, you will be welcomed into a dynamic and inclusive DDa T team responsible for providing support to the IOPC supporting prevailing BAU & project rollout work.
In addition, you will support the administration of various processes including starters, movers & leavers, ICT service requests, IMACS, information asset management, document libraries, ICT system access control, digital media management, incident reporting and day to day support of tickets coming into the ICT Support Centre.
The IOPC is on a journey to develop its culture, perspectives and ethos to support the organisation's core outcomes and this is your opportunity to enter into the varied world of IOPC ICT Support Engineer, allowing you to develop your mindset and approaches to contribute to improving the police complaints system in England and Wales.
This role will need to work closely with internal stakeholders, including but not limited to HR, FM and Finance and Investigation Support Units, all of whom are also involved in key processes.
This role will require travel to the designated office (Canary Wharf & Croydon) and other offices based on hybrid working and business need policies.
The need can come from escalations from the Service Desk team for hands on end-user support and project related activities.
The role also involves liaising with other members of the broader ICT team, and particularly IOPC outsourced suppliers.
- Main Responsibility
- To be part of a team responsible for maintaining a rigorous service delivery management regime in relation to the IOPC's ICT supplier(s), maintaining control over service demand, ICT provision and ensuring the supplier meets the required and contracted levels and standards.
- Analysing current processes and procedures and developing new procedures based on CSI (Continual Service Improvement).
- Contribute to policies, processes and procedures.
- Reporting faults within the ITSM tool.
- Undertaking Installations, Moves, and Changes (IMACS) related to desktop equipment. Action ICT service requests, ensuring compliance with agreed governance processes
- Work with IOPC's outsourced ICT providers to ensure that incidents are resolved promptly, problems accurately reported and diagnosed and that ICT services are efficiently delivered.
- Managing local "break-fix arrangements" through swap-out and stock maintenance
The Ideal Candidate
Essential Experience
- Demonstrable knowledge of Citrix Xen App thin client
- Microsoft Office 365 cloud services
- Microsoft Azure cloud services
- In Tune/Endpoint management
- Experience supporting various end user devices utilising appropriate management tools such as Microsoft Active Directory & Mobile Device Management systems
- Willingness to work towards the principles of ITILV3/V4 and corresponding ICT service management
- IT Literate
- Experience of working with outsourced IT service delivery teams and awareness of ITIL incident and asset management principles
- Experience of working in a secure environment
- Knowledge of shared Wi Fi, VPN, LAN and WAN technologies
- Experience of managing a range of enquiries from internal stakeholders
- Demonstrable experience in the management of details records in relation to actions taken
- Good administration skills
- Ability to work as part of a team
- Excellent written and oral communication skills
- Positive can-do attitude and flexibility of approach
Desirable Experience
- Some familiarity with the ICT project lifecycle
- PM qualification or experience – PRINCE Foundation useful
- Experience of managing hardware related faults
- Experience of working with outsourced IT service delivery teams and awareness of ITIL incident and asset management principles
- Working knowledge of one or more of the IOPC's corporate applications such as Share Point or HP Records Manager
- Knowledge of ITSM tools such as Freshservice/Service Now
- Reporting and trending experience in ITSM tools
- Experience/knowledge of automating tasks/processes
Skills and Abilities
The post holder will report to the Lead ICT Support Engineerand be responsible for providing support for core ICT business activities.
- Support incident and problem resolution by undertaking first time fix and managing triage of tickets to other resolver groups.
- Support service request fulfilment adhering to SLA's, team OLA's and prioritising tickets.
- Support users on the broad range of ICT deployed at the IOPC, along with helping to maintain infrastructure in the IOPC's offices.
This will include: fixed and flexible working devices, Wi Fi networking, printing services, fixed and softphone telephony, mobile telephony and video conferencing as well as specialist equipment used by specific teams within the organisation.
- Work with in house and 3rd party ICT providers in delivering ICT services
- Deal with first line user enquiries and provide end user support for all departments within the IOPC onsite or remotely.
- Ensure incidents/service requests are closed within SLA.
- Administer the access and security of all ICT user accounts, system and file access requests and user profiles
- Deal with support requests appropriately via the service desk workflow system
The post holder will be security cleared to SC level.
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ICT Support Engineer employer: Independent Office for Police Conduct (IOPC)
As a leading organisation in the legal sector, we pride ourselves on fostering a supportive and inclusive work culture that values professional development and employee well-being. Our team enjoys a range of benefits, including flexible working arrangements and opportunities for continuous learning, all while contributing to meaningful cases that impact the community. Located in a vibrant area, our workplace encourages collaboration and innovation, making it an excellent choice for those seeking a rewarding career in law.
Contact Details:
Independent Office for Police Conduct (IOPC) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land ICT Support Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Independent Office for Police Conduct (IOPC) values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges Independent Office for Police Conduct (IOPC) might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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✨Direct Apply to Independent Office for Police Conduct (IOPC)
Let's not forget to apply directly through the Independent Office for Police Conduct (IOPC) website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace ICT Support Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Independent Office for Police Conduct (IOPC).
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Independent Office for Police Conduct (IOPC). Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Independent Office for Police Conduct (IOPC)
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
