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Department for Education Logo

Service Desk Analyst

316a324

Sheffield, England

1 day ago

25900 GBP ANNUAL

Department for Education

London, United Kingdom

Unknown / Non-Applicable

Company - Public


Job Description

Details

Reference number

268040

Salary

£25,900

Job grade

Executive Officer

Contract type

Permanent

Business area

DFE - Operations Group - Digital and Technology directorate - Operational Services

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time, Compressed Hours

Number of jobs available

1

Contents

    Location

    About the job

    Benefits

    Things you need to know

    Apply and further information

Location

Coventry CV1 2WT, Darlington DL1 5QE, Manchester M1 2WD, Nottingham NG1 6HJ, Sheffield S1 2FJ
We welcome flexible working and are open to a blended approach of working from home and in an office. Regular travel may be required to one of our hubs in Coventry, Darlington, Manchester, Nottingham and Sheffield.

About the job

Job summary

We encourage applications from a diverse range of candidates

At DfE, we are proud of the commitment we make to diversity and inclusion and of the progress we have made. We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them. We are continuing to build a diverse DfE, in an inclusive environment which nurtures and realises potential in all, at all levels.

Equality and Diversity - Department for Education

These are exciting times at the Department for Education. In 2022, we will continue to build services for all our users – children, adults, and those in social care. Our diverse and inclusive culture reflects the society we live in. This helps us to achieve better outcomes for all our users. We work in multi-disciplinary teams using Agile methods to innovate and radically improve services that:

  • Raise education standards and provide the best start in life for children
  • Support disadvantaged and vulnerable children and young people
  • Drive economic growth

    You can read more about our strategy on the DfE digital and technology blog, by visiting our LinkedIn page, or by following us on Twitter @DfE_DigitalTech


Job description

Right now, we are recruiting for a Service Desk Analyst to work in our Digital and Technology Directorate.

This role sits within the User Support team, which is part of the End User Compute Services function within Digital & Technology who are responsible for delivering, managing and operating the corporate IT services to the department.

Our aim is to provide modern, reliable and flexible services that allows simple, secure access to departmental services, deploying and managing modern desktop devices, using industry best practice.

As a Service Desk Analyst you will support our users ensuring, in the event of a problem, the right help is provided to get them back up and running as soon as possible. You will be the first point of contact for over 9,500 users, and key to the creation of a positive user experience.

You will handle incidents and requests ensuring they are managed effectively, to a high standard and in line with agreed processes, SLAs and performance targets.

Our Users can contact the team on the Service Desk via telephone, self-service portal or mobile application. Flexibility is key as the Service Desk work on a rota basis with key tasks including:

  • Triage
  • Incident Management
  • Request Fulfilment
  • Knowledge Management
  • Continual Service Improvement

You will be passionate about continuous improvement and collaborating with colleagues to find effective solutions.

Our Online Support Analysts work on a rota basis between 8am and 8pm (Monday to Friday) and occasional paid weekends.


Person specification

Responsibilities

Our IT Service Desk Technicians demonstrate strong customer focus, professionalism, flexibility and commitment to delivery of user-centred outcomes, we are looking to continue this trend.

As a Service Desk Analyst you will:

  • Deliver high quality support services for a range of IT systems and services
  • Diagnose and triage incidents/requests
  • Ensure all queries are handled within agreed timescales to meet SLAs.
  • Handle stakeholders.
  • Drive continuous improvement.
  • Update/review user guides and knowledge bases.
  • Support the testing of new systems.

Essential Criteria


We would encourage applications from those that can show evidence of the below essential criteria:

  • Service Desk experience.
  • Understanding of Microsoft products such as Outlook and Teams.
  • Technical knowledge of hardware, software, networking, telephony and operating systems.
  • Ability to work effectively within a team and contribute towards continual improvements.

It is also desirable that you have:

  • Demonstrable understanding of the ITIL methodology.
  • ServiceNow knowledge.

We encourage applications from those that do not meet the desirable criteria, as this will only be used in the unlikely event of a tie break situation at interview stage.

Benefits

At the Department for Education we offer:-


  • As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities which are tailored to your role.
  • As our work represents the whole of our population, the only way we can provide effective services is by being an inclusive and diverse organisation. We are passionate about maintaining an open and positive working culture.
  • A generous annual leave allowance of 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.
  • Paid special leave for volunteering.
  • A wide variety of staff support networks including a Women's Network, BAME Network, Wellbeing Network, and many more.
  • As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK. For further information on these schemes please refer to the following website: Civil Service Pensions website.
  • Being a member of the Department for Education will give you access to schemes offering discount on various amenities including groceries, sports & activity groups and gym memberships.
  • Cycle to Work scheme and loans towards bicycle purchase.

    Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer/promotion policies.
  • We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.
    Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances, but must be agreed with the line manager and in line with the requirements of the role.
  • Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

Things you need to know

Selection process details

Please read the information in this section carefully.

Please note that all communications will be electronic therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.

Key Dates:

  • Vacancy Close: Sunday 26th February at 23:55.
  • Sift:- from week commencing Monday 27th February onwards.
  • Interviews: from week commencing Monday 13th March onwards.

    These dates are for guidance only and may be subject to change.

    There will be three stages to the recruitment process for this role:-

    Stage 1:- Application
    If you would like to apply for this position, please complete the Civil Service Jobs application form by clicking the "apply now" button at the top or bottom of this advert. On your application, please demonstrate your suitability for the role by detailing how your experience meets the essential and desirable criteria.

    Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision.


    CV:-
    Set out your career history, highlighting specific responsibilities and achievements that are relevant for this role, starting with your most current employment details first. You should cover a period of at least 3 years, but you can enter up to a total of 8 previous jobs. You must also provide details of any gaps in your job history. Usually there is no word limit for this section, so use as your first opportunity to fully demonstrate your suitability for the role. Please format this section as follows:-

    Name of Employer - Job Title - Dates Worked
    Underneath each heading, please include a paragraph/bullet points to describe your key responsibilities and achievements for each employment.


  • Statement of Suitability:- In no more than 750 words, words, explain how your personal skills, qualities and experience demonstrate your suitability for the role, with particular reference to the essential and desirable criteria in the person specification section of the advert. Your Statement of Suitability needs to be short and snappy, so it is essential that you use this space as effectively as possible. Drafting statements that are comprehensive yet succinct, is part of the skill being assessed. This is not intended to be a cover letter or a letter of application, instead try to work through the essential and desirable criteria systematically, following the technique. You may wish to focus mainly on the essential criteria, as we only assess the desirable criteria at the interview stage in the event of a tie break situation. The key things we are looking for are what you did and what the outcome of your actions were.

    Stage 2:- Sift

    At sift stage, your application will be assessed holistically by a panel who will look at how well and assess your CV and Statement of Suitability align to the essential criteria listed in the person specification section of the advert.


  • Should we receive a large volume of applications, candidates may only be sifted on the first 2 essential criteria.
  • Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision at interview. Please continue to apply for this position, even if you do not meet all of the desirable criteria.

    Candidates successful at sift stage will be invited to an interview.

    Stage 3:- Interview

    You will be interviewed by panel which will last for approximately 60 minutes.

    The panel will ask you some questions focusing on your Experience and how well you are able to demonstrate your suitability for the role in alignment to the essential criteria. When preparing for your interview, you may wish to follow the STAR technique to demonstrate your examples.

    Interviews will be conducted via Microsoft Teams. If you are invited to interview, please ensure that you have access to this software and that you have your video turned on. If you have any questions, please do not hesitate to contact us.

    Important, please note:-

    All communications regarding this vacancy will be updated on your Civil Service Jobs account and sent to you via email. It is important to regularly check for updates, especially in your spam/junk email folders.
  • The details of your application must be contained within the application form template; anything sent to us as an email or attachment will not be considered.
  • Please make sure you download or print a copy of the advert as it will contain important information on the selection process and how you will be assessed. Once the vacancy closes, you won’t be able to access this information again.
  • Your application does not need to be completed in one sitting. You can save your progress, close down your application mid-way through and return to it at a later date. To find your application again, sign in to your Civil Service Jobs account and select "Applications".
  • Feedback will only be provided if you attend an interview.

    Reasonable adjustments
    As a Disability Confident Leader, it is important that we are able to make appropriate arrangements or adjustments where necessary in order to create a full and equal participation in the selection process. If you require any reasonable adjustments, please:-


  • Contact Department of Education via [email protected] as soon as possible before the closing date to discuss your needs.
  • Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

    Other Information

    Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.


    The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.

    For this role the department would not consider sponsoring a Certificate of Sponsorship/visa. Please note we are unable to offer advice on any Visa and Immigration cases.

    If successful and transferring from another Government Department a criminal record check maybe carried out.

    In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing [email protected] stating the job reference number in the subject heading.

    Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.

    A reserve list may be held for a period of 6 months from which further appointments can be made.

    Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.

    New entrants are expected to join on the minimum of the pay band.

    Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

    Terms and conditions of candidates transferring from ALBs and NDPBs

    Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.

    Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.

    Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.

    Reasonable adjustment

    If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should:
    • Contact Department of Education via [email protected] soon as possible before the closing date to discuss your needs.

    • Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

    Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Recruitment team :

Further information

The Department for Education’s recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via [email protected]. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages


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