Digital Support Executive Officer

The Parole Board is a court like body that determines if someone is safe to release from prison. We do that with great care and public safety is our number one priority.

All Parole Board decisions are solely focused on whether a prisoner would represent a significant risk to the public after release, although not all decisions members take are popular and they try to do this as fairly and objectively as they can.

The Parole Board is made up of approximately 150 members of staff based in our London Head Office and approximately 300 nationally based Parole Board Members, who make decisions on risk by assessing cases on paper and attending hearings at prisons around the country.

The Parole Board offers an excellent flexible working policy which allows employees to have an effective work, home life balance. We are committed to the development of employees and how to support their learning. We therefore promote staff participating in apprenticeships and wider learning. The Parole Board currently exceeds the government target of employees on apprenticeships.

The post holder will play a key role in ensuring the success of the Parole Board’s digitalisation projects by providing first line technical support to the Parole Board membership and administering requests for transcripts. You will be the first line IT support, for people working remotely logging and escalating problems as they are received.

As Digital Support Executive Officer you will report to the Transformation Hub and be an integral part of the IT team providing first line technical support. You should be self-motivated, with a keen desire to solve problems and progress within IT. You will be required to work autonomously and as part of a team. The post holder will have:

• An interest in pursuing a career in IT
• The ability to prioritise and manage high volumes of e-mails
• The ability to build effective working relationships with key stakeholders (ALBs; other agencies; private office) and staff, whilst maintaining a high level of resilience
• Excellent communication skills, and an ability to explain technical issues in plain English

• To oversee the digital support officer role and provide IT support to the Parole Board by dealing with telephone support calls
• Manage the online ticketing system and assign and log tasks appropriately in collaboration with IT Engineers
• To identify customer issues, clarify information, and raise requests as appropriate
• Work with the IT team to identify and report any noteworthy issues, trends, and behaviours
• To resolve issues/requests where appropriate
  
  To provide ad hoc IT support to staff if required
• Provide remote support and troubleshoot member and staff IT issues
• Providing SharePoint Administrator support for Member and Secretariat SharePoint Sites.
• Taking an active role in IT projects, which can vary on scale, strategy, or complexity.
• Provide technical support for public hearings and other business-critical events.
• Undertake additional duties and projects as assigned by the Line Manager and Senior IT Lead appropriate to the role.

Full training will be given to any successful candidate in all areas.

• Experience of working within a multi-stakeholder environment
• The ability to adapt quickly to different systems and processes
• The ability to explain issues in both technical terms and in plain English
• Effective communication and problem-solving skills
• Knowledge and experience of using IT systems and software, particularly those relating to Microsoft SharePoint, Office 365, and Azure
• Knowledge and experience of handling first or second line IT queries

Applicants will be assessed against the following behaviours during the selection process:

• Changing and Improving - Interview
• Managing a Quality Service – Application and Interview

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is Basic Check.