21633 - ICT Trainer- Kent, Surrey & Sussex
| Company: | Ministry of Justice |
|---|---|
| Salary: | £28,064 to £33,549 a year |
| Hours: | Full-time |
| Location: | Surrey |
| Working pattern: | Hybrid - 2 days remote |
| Job type: | Permanent |
| Posting date: | 7 Sept 2026 |
| Closing date: | 21 Sept 2026 |
Summary
Overview of the job
This non-operational NPS Division based ICT Support team provides ICT 2nd Line Support and ICT Training to the NPS staff located within the Division.
Based in the Divisional Business Support Hub and part of the NPS ICT team, with a matrix line into the HMPPS C&ICT who own and set the national ICT related working practices, policies - the NPS Div. ICT Support Team are responsible for implementation and support within the Division.
The Divisional ICT Support Team also provide the local “intelligent hands” support for the HMPPS ICT Service.
The jobholder provides effective ICT Training service to users across the Division covering legacy local Probation Trust applications, National Offender Management Systems, MS Office and other user productivity tools and software.
Assists in the development of learning material and courses
Delivers IT training, workshops, and presentations to the NPS users at all levels.
Working collaboratively with the Division’s Practice Training team to train and support NPS users on the NPS Way of Working and related processes and policies
Actively contributes to testing activities of new systems and system changes.
Provide ICT Training support to Assistive Technology (AT) users
The jobholder provides effective second line interface with users seeking IT support, updating and tracking incidents and complaints, keeping customers advised on request status and progress.
Makes second more detailed assessment of requests, attempts to resolve simple issues or escalate to the appropriate service support staff.
Provides ad hoc support to users on the operation and use of the various standard software packages. Trouble-shoots hardware/software problems as notified by the users. Such as equipment malfunction, software bugs or system errors.
Advises users on and deals with their queries about the front-end applications, ensures that user is familiar with the equipment operating procedures by giving instructions when necessary.
Monitor all Team Mailboxes and Service Desk Queues for incoming requests and progress appropriately
Responsible for ICT Housekeeping system checks, system & User administration, housekeeping services including backup & recovery of data.
Operates the computer systems and peripheral equipment in accordance with operating instructions, monitors system performance. Installs software and software upgrades
Liaises with HMPPS ICT staff and suppliers staff:-
To resolve problems. Ensures proper logging and timely escalation of customers’ requests for support, keeping customers advised on request status and progress.
On the development of system enhancements to overcome known problems or further fulfil user requirements.
Governed by the NPS-CRC Reciprocal Support agreements, the Div. ICT Support Team also provide ICT Training and Support services to CRC staff within the Region.
As the operational support arm of HMPPS C&ICT on occasion the job holder will be required to provide ICT Support and Training to Probation staff within other Divisions.
Job holder will also be a member of Technical Reference/ User Support Groups and required to assist with System Upgrade testing and preparation activities.
Flexible Work Location and Travel
The job holder is therefore required to be flexible regarding the location of the work when required.
Summary
The divisionally based NPS ICT Support Team has a matrix line into HMPPS C&ICT. A multi-skilled role covering ICT User Support and Training.
ICT Training
Participate in the development of new training courses
Deliver ICT training courses to all NPS staff across the Division providing coaching sessions and 1:1 training
Provide ICT Training support to Assistive Technology (AT) users
Deliver presentations/workshop sessions
Assist in conducting training needs analysis across the Division
Liaise with and support HMPPS C&ICT with deployment of national application releases
ICT Support -
Acts as the NPS Division’s operational front-line interface to users
Manage all incidents, standard service and access requests
Provide ICT Support to Assistive Technology (AT) users
Responds to enquiries from users, specialists and others
Investigate, diagnose and resolve computer hardware incidents
Ensures adherence to escalation procedures.
Single point of contact for MOJ, HMPPS C&ICT and external organisations’.
Problem Management
Initiate the procedure for handling suspected security incidents and inform management
Use Theoretical & Practical knowledge of ITC systems to carry out support activities
Investigates minor/medium size hardware
Analyses incident records to establish root cause
Support the creation and maintenance of documentation
Change & Release Management
Receives, evaluates and progresses request for Service/ Change
House-Keeping
Assist in transition, planning support of change
Assists in installing or removing items of software
To undertake system administration tasks
Carries out skilled activities in support of assigned software applications
Carries out simple routine operations/ Daily checks including the taking of system and data backups