Fareham, PO17 6EJ
Job Summary
The Ministry of Defence employs over 50,000 Civil Servants. Within that, the Army Top Level Budget (TLB) employs around 7,000 MOD Civil Servants located at over 300 locations. Ours is a diverse workforce, with roles ranging from trainers, human resources, teachers, and psychologists to storekeepers, financiers, project and programme managers, and policy secretariat staff. There are many different functions and professions delivering key outputs for the Army.
The Service Police Crime Bureau is operated by the British Army Royal Military Police, Royal Air Force Police and Royal Navy Police. It is located at the Defence Police College at Southwick Park, Fareham, England.
The Service Police Crime Bureau provides the Service Police with its information capabilities. The Digital Support Team are a small yet diverse team at the centre of the Service Police Crime Bureau who manage and maintain applications and Information Systems on behalf of the organisation. We are seeking a proactive and customer-focused individual to join our team and manage the service desk function, a role critical to supporting law enforcement organisations with MOD.
This position is based in Fareham and is advertised at 37 hours per week. You will be required to work on a hybrid basis meaning 3 days per week in Fareham office (60% of your time) in line with changing priorities.
Job Description
This is an exciting opportunity as we are seeking a confident communicator who will be the first point of contact for our users, providing them first line support for a variety of technical issues. Your role is essential in ensuring smooth and uninterrupted business services by resolving incidents, troubleshooting problems, and escalating complex issues to relevant technical teams. You will manage the service desk function ensuring high levels of satisfaction, service delivery and incident resolution.
The successful candidate will drive continuous improvement and develop service desk processes to enhance service levels. As the Service Desk Manager, you will have the opportunity to learn the Service Police core application suite to enable you to perform low level configuration changes and updates as required.
Your Responsibilities Will Include, But Are Not Limited To:
* Line manage two members of staff, encouraging any personal development opportunities
* Coordinate the day-to-day function of the service desk, ensuring tickets are dealt with appropriately and in a timely manner
* Utilise the service desk incident and service request ticketing tool to manage support activity
* Carry out predefined, standard and low level configuration changes within the core applications suite as a designated system admin and change manager
* Promote and encourage continuous improvement by regularly reviewing processes and implementing best practices
* Provide the conduit and link between customers, business teams, DST technical staff and suppliers. Acting as the single escalation point for technical issues, ensuring timely resolution and communication with stakeholders.
Person Specification
Essential:
* The successful candidate will be able to demonstrate good IT skills particularly in the use of Microsoft Office packages, be a strong communicator, both written and verbally and be able to operate in a multi-functional team environment
* Enjoy working in small teams and collaborating with internal and external stakeholders
* Have strong interpersonal and communication skills, both written and verbal
* Demonstrate a strong customer focus
* Ability to work under pressure, prioritise tasks and at times capable of managing multiple requests and deadlines
* Willing to learn and improve own understanding and new skills in relation to new systems as required to fulfil your role.
Desirable:
* Experience within an IT or service desk related role
* Basic understanding of ITIL and service management processes
* Hold some basic IT certifications such as CompTIA A+
Behaviours
We'll assess you against these behaviours during the selection process:
* Communicating and Influencing
* Managing a Quality Service
* Working Together
* Leadership
* Making Effective Decisions
* Changing and Improving
Selection Process Details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience. Candidates will be required to provide a Personal Statement (max 500 words) outlining how you can demonstrate the essential criteria within the advert.
At application you will be assessed against your Personal Statement and the following behaviours:
* Communicating and Influencing
* Managing a Quality Service
* Working Together
Applications will be sifted using the success profiles that have been chosen for this campaign, but in the event of a high number of applicants, a sift will be conducted on the lead behaviour 'Managing a Quality Service'.
When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.
At interview you will be assessed against the following behaviours:
* Leadership
* Making Effective Decisions
* Managing a Quality Service
* Changing and Improving
The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk. #J-18808-Ljbffr