IT Service Desk Lead HMP & YOI Doncaster

£23,000 - £26,000
29 Sep 2017
03 Nov 2017
Contract Type
Full Time

HMP & YOI Doncaster is a Category B prison and it predominantly serves the courts of South Yorkshire and currently holds up to 1,145 male prisoners over the age of 18. HMP Doncaster is located in the centre of Doncaster Town Centre within walking distance of the railway station and bus station.

We are currently recruiting for a IT Service Desk Lead to work 40 hours per week Monday to Friday 8:00am till 4:30pm with an out hours and on-call element as required.

Salary: £23,000 - £26,000 plus monthly addition for being on call.

Overview of the Role

The purpose of the role is to oversee daily operations of the internal ICT Service desk and ensure Incidents and Service Requests are dealt in accordance with the agreed Service Level agreement (SLA). Within this role, you will oversee 1st and 2nd line ICT support from telephone, intranet and email requests to ensure ICT issues are resolved in line with SLA requirements and following ITIL best practice entering all requests into the helpdesk system.

You will resolve issues that have been escalated by the 1st line support technician in line with agreed support levels and provide regular feedback on problem areas with specific suggestions for enhancements to benefit all users. You will write and construct reports as required and ensure staff within the helpdesk are compliant to ITIL and ISO27001 standards. You will also provide cover to the ICT Manager in times of absence.

About You

You will have experience of supply and relationship management or suppliers, contractors, support services, consultants and other providers. You will have previous people management skills and have the ability to prioritise and execute tasks in a high-pressure environment ideally in a custodial environment. You will have strong customer care and service orientation and have the ability to use sound judgement in terms of work planning and project management.

It would be beneficial for you to have ITIL Foundation Service Management qualification and an understanding of all standard Windows networking protocols, including TCP/IP, DNS, and DHCP. Your knowledge will be hands-on technical of network systems, protocols, and standards and anti-virus software, firewalls, intrusion detection systems, and other network security measures. It would also be ideal for you to have knowledge and experience of Digital Telephony systems and integration as well as IA and IS requirement.

It would be advantageous for your previous experience to be in;

  • Experience of supply and relationship management or suppliers, contractors, support services, consultants and other providers

Client/server and operating system experience with Microsoft. Operating Systems/Applications including Hyper V, Exchange, SQL and MSA’s.
Hardware, software, and network connection troubleshooting experience.
Experience of working in Government Networks and ISO 270001 environments.

Specific Requirements

This role is exempt from the Rehabilitation of Offenders Act 1974 and all offers of employment are subject to security clearance checks and approval by the Home Office.

Provide out of hours support as and when necessary as per SLA agreement.

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is committed to equal opportunities and requests any potential applicant to contact the Serco Recruitment Team on 0345 010 4000 as soon as possible if an applicant has any additional queries, requirements or will need additional time in submitting an application should the closing date of the advertisement be brought forward.

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