Job summary
Are you an effective and customer focused IT support professional? Have you got proven workable knowledge of ITIL Methodologies? Do you thrive in a fast-paced environment? Can you provide technical assistance and support to a diverse customer group? We may have the role for you!
This is an exciting opportunity to play a key role delivering an efficient and reliable IT support service to ensure your colleagues and customers at the Competition & Markets Authority (CMA) can work effectively for the public good.
About Us
We help people, businesses, and the UK economy by promoting competitive markets and tackling unfair behaviour. Our work is wide ranging, ambitious and often new and challenging.
You can read more about working at the CMA in our.
Job description
The Service Desk team, here at CMA, are responsible for ensuring daily technical support is provided to those requiring assistance in relation to software and hardware issues.
Our friendly, dedicated team, are required to provide a prompt and effective response to major incidents and to restore users back to an acceptable working condition with minimal disruption.�
The role
You will be responsible for providing 1st and 2nd level IT support on-site at the CMA office as well as remotely for colleagues working at home. This will include acting as the escalation point for complex technical issues reported to the Service Desk, providing support for mobile telephony, hardware/software laptop issues and ensuring daily routine system checks are performed on applications.
Some other key duities also include:
1. Responsibility for the joiners / leaver process, which involves the deployment and retrieval of equipment, account creation/disabling, laptop imaging/wiping, profiling, software application deployment, assigning permissions, induction, and onboarding.
2. Maintaining user accounts within Active Directory, MS Exchange, MS Azure.
3. Providing 1st and 2nd line support for Microsoft 365 applications ( MS Teams, OneDrive, SharePoint) and other end user business applications.
4. Providing support on the mail classification, secure transfer system and supporting the management of security breaches.
Person specification
It is essential that you can provide evidence and examples for each of the following selection criteria in your application. For tips on how to make the most your application, please have a look at our .
Essential:
5. Proven experience of Microsoft Operating Systems, proficient in Microsoft 365 applications (SharePoint OneDrive, MS Teams), Active Directory, Exchange, and MS Entra ID (Azure AD) in a Service Desk environment (Lead Criteria)
6. Proven experience of deploying (roll-out) end user devices such as laptops, tablets, and mobile phones ideally in an organisation of more than 500 users (Lead Criteria)
7. Demonstrable experience of working collaboratively with staff and external suppliers at various levels in a bid to foster and build strong professional relationships.
8. Demonstrable experience of strong organisational and customer service skills, the ability to prioritise key actions / tasks and evidence of delivery to specification and deadlines.
9. Proven experience of working with KPIs and SLAs in an organisation.
10. Proven, knowledge and application of ITIL methodologies relating to Incident, Request Fulfilment, Problem, Asset and Change Management.
�Desirable:
11. Qualifications: ITIL foundation and CompTIA A+ Certification
12. Bachelor�s degree in IT, Computer Science, or related degree
Behaviours
We'll assess you against these behaviours during the selection process:
13. Managing a Quality Service
14. Working Together
15. Delivering at Pace
16. Changing and Improving
Benefits
Alongside your salary of �36,550, Competition & Markets Authority contributes �9,868 towards you being a member of the Civil Service Defined Benefit Pension scheme.
You�ll also get:
17. 25 days leave (increasing to 30 days over five years), plus 8 public holidays and an additional day off for the King�s birthday. In addition, you�ll be able to access a wide range of other types of leave as and when you need it, including generous maternity, paternity, shared parental leave and adoption options, as well as paid special leave for volunteering.
18. Season ticket loans, cycle to work scheme, flu vaccinations and eye tests.
19. Access to the Civil Service Sports & Leisure, giving discounted gym membership, high street discounts, free access to UK wide attractions and a free Tastecard.�
20. A range of wellbeing benefits, including an employee assistance programme, flexible working options and family friendly policies, regular networking events and professional learning opportunities at work.�
You can read more about our benefits in our .
Our Values
We are Ambitious and Evidence-based, and always strive for�Excellence. We treat everyone with Respect and are Collaborative and�Inclusive.
Everything we do is underpinned by the Civil Service values:�Honesty, Integrity, Impartiality and Objectivity.
You can read more about life at the CMA in our .