Job Description

We are recruiting for an exciting opportunity for a Deskside Support Manager working for one of our government clients.

The Digital and Technology Support team provides Local and Remote 2nd line support excellence that enables our customers to thrive.

The team provides technical support, expertise and knowledge sharing tailored specifically to our customers remotely & onsite. Our personal, customer centric focus allows the business to run efficiently and project delivery to happen seamlessly.

The Role
Reporting directly to the Operations Manager, the Deskside Support Manager focuses on the establishing and supplying of IT and telephony needs of prison service sites and the staff who work within them, in co-operation with a range of 3rd party suppliers including DXE and Vodafone. The role of the Deskside Support team is to maximise the effective delivery of support and communication services.

Key Responsibilities:

Support and re-educate end users to ensure they understand the Service Now workflows.

Carry out technical approvals on Service Now as required.

Assist with and / or provide user guidance as appropriate in relation to the escalation of requests which are not progressing.

Assist the Service Desk with obtaining information required to progress a request or incident resolution.

Work alongside Assistive Technology Users and their managers, ensuring AT requirements are requested and obtained in line with individual assessments.

Work continuously on the development of the Service Now tooling, ensuring fit for end users and required approval processes. Identify improvements in conjunction with the Service Management team.

Request and maintain a stock of spares at each establishment to swap out broken devices.
Install and relocate small devices e.g. printers, thin clients as required by site in line with agreed processes.

Provide support to projects, facilitating surveys as required.

Support new technology systems in place to maintain family contact within prisons

During an incident, where support is required by the Supplier, carry out Kit & Power Checks where feasible and /or liaise with site to request these checks, responding to requests investigation outcomes.

Assist key stakeholders with information relating to IT and Network performance, based on the user experience.

Act as SPOC for gathering user feedback as required.

Maintain an ongoing relationship with key stakeholders at sites.

Assist with maximising efficiency of IT resources and expenditure by removing or reallocating devices and telephone numbers, keeping costs to a minimum.

Provide support and guidance to end users to improve the user experience, promoting the use of the IT Self-Help website and knowledge articles on Service Now where appropriate.

Assist with the development of new knowledge articles as part of Continuous Service Improvement.

Work with site to establish the most effective and cost-efficient balance of resources.

Working with the Configuration Manager, carry out an annual audit of asset information to ensure accuracy, identifying and resolving discrepancies as required.

Carry out compliance checks in conjunction with the Security team, engaging with Local Information Managers and other key stakeholders to gather relevant information.

Manage user complaints, ensuring where possible complaints are dealt with locally where feasible. Ensure complaints are logged and tracked through to completion.

Help to identify impact of proposed and planned major business change for sites and end users by providing feedback on project plans and process suggestions, as requested by program leads and managers.

Ensure adherence to security policies by ensuring secure storage and disposal of IT related assets.

Hold an understanding of the current ICT HMPPS landscape in order to inform and improve on future IT Service Management and enhance the end user experience. Keep up to d