The first duty of Government is to protect the public. Since 1782, the Home Office has led work to keep the country safe from those who seek to do it harm; in doing so, we make a vital contribution to HM Government’s plan for a stronger, fairer, outward-looking and united Britain.

The Home Office covers three systems: Homeland Security, Public Safety and Borders, and Immigration and Citizenship. These systems work collaboratively to deliver our cross-cutting priorities, whilst providing increasingly efficient and secure services for the public. These are difficult areas that can rapidly change in the global environment we work in – this makes us one of the most exciting and stimulating government departments in which to work.

Role Description

The task will involve 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

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

Experience of working independently using own initiative

• 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.
• Listening attentively to others and check their understanding by asking questions in order to resolve problems and to ensure people are able to use UCPI systems effectively.
• Fulfilling responsibilities for effective management of suppliers within the UCPI Service Management Framework.

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

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

Experience required

• 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
• Strong communication skills (written and verbal to a high level of accuracy)
• Experience of working independently using own initiative
• Collaborating and partnering, in particular - Readily identifying opportunities to share knowledge, information and learning and make progress by working with colleagues and listening attentively to others and check their understanding by asking questions

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.