1ST Line Customer Support

1ST Line Customer Support – Inside IR35

Contract Term: 12 Months (Possible Extension)

Contracting Authority: Home Office – UCPI (Undercover Police Inquiry)

Location: London - Holborn or Blackfriars

The then Home Secretary, Teresa May announced in May 2015 that she was establishing an inquiry into undercover policing and the operation of the Metropolitan Police’s Special Demonstration Squad.

The inquiry is entering a new and very busy phase for which the IT Team will need to maintain the existing size of the team and the current role holder has advised of his intention to leave at the end of February. The IT Support role undertakes the day to day line one and two IT needs.

As a 1STLine Customer Support your main responsibilities would be:

· Managing the ticket system for the Standard and Secure Systems.

· Providing a Triage and resolving requests that do not require escalation.

· Then to 2nd Line technical support: Centiant/KPMG or IT Now as required.

· Managing Tickets through to resolution, escalating as required.

· Providing updates/guidance for system users as and when required and for effective management of incidents and outages.

· Listening attentively to others and check their understanding by asking questions to resolve problems and to ensure people can use UCPI systems effectively.

· Fulfilling responsibilities for effective management of suppliers within the UCPI Service Management Framework.

· Management of all UCPI IT Assets including Laptops (Standard and Secure), USBs and all other hardware.

· The Inquiry has a small number of IT systems that need day to day support.

· Support the Inquiry’s IT lead in providing first and second line support and IT security support for our standard and Secure IT systems.

· The nominated worker will also have the opportunity to become engaged in the support of our specialist IT systems and assets.

· The Inquiry is a relatively small organisation, and the nominated worker will be part of the wider team dealing with information security.

· On occasions they may have the opportunity to become engaged in wider work on secure systems and ITC project management.

You’ll have relevant experience in:

· SC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks.

· 1st and 2nd line support for the Inquiry’s standard IT systems, including standard MS O365 applications and SharePoint Online.

· General IT support, including assessing, diagnosing and troubleshooting user and system issues.

· Collaborating and partnering, in particular.

· Readily identifying opportunities to share knowledge, information and learning and make progress by working with colleagues.

· Strong communication skills (written and verbal to a high level of accuracy) - Across all aspects of work, especially the ability to translate user system issues into suitable language and instructions for 2nd line support and vice versa.

· The role requires the postholder to be on site 5 days per week, providing support and managing IT assets to ensure they are used appropriately and regularly maintained. Providing advice and guidance to staff working remotely will also be essential.

· Collaborating and partnering, in particular - Readily identifying opportunities to share knowledge, information and learning and make progress by working with colleagues and suppliers.

· Experience of 2nd line support - Providing onsite support to Centiant/KPMG to resolve issues on the Secure System. This does not require existing knowledge of the system but the ability to learn quickly and work closely with suppliers.

· A key aspect will be to manage the upkeep of secure system network and working in liaison with Centiant. Existing knowledge is less important than the ability to learn quickly and take responsibility.

· Knowledge of SharePoint Online - Act as the Digital Champion for Enola, UCPI records management system. This is supported by IT Now and a good knowledge of SharePoint is required and where issues occur, or users require support to use the functionality of the system effectively.

· Working administrative knowledge of Office 365 and its products.

· Act as the lead onsite administrator for both Standard and Secure Systems. A good working knowledge of Windows is required but again less important than ability to learn quickly and take responsibility. Centiant will provide 2nd Line Technical support for the Secure System, KPMG for Relativity and IT Now for the Standard System.

· The role will be responsible for maintaining all IT assets including those classified at SC.

· Once Crypto authorised the role holder will work with the Crypto custodian to ensure the material is regularly audited in accordance with HMG requirements. This will also involve formal training.

Desirable:

· Active SC Clearance.

· Experience of working with highly classified material - UCPI retains sensitive material in electronic and hard copy form. These are stored within the data handling requirements appropriate for this classification. Experience of working with this material is desirable but not essential.

If this 1st Line Customer Support role sounds like something that you would be interested in, please click the link to apply.

In applying for this role, you acknowledge the following, this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment, and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.

Please be aware that this role can only be worked within the UK and not Overseas.

Job Type: Full-time

Benefits:

• Work from home

Schedule:

• Monday to Friday

Work Location: One location

Reference ID: PSR1JP00066426