HQ DPHC (Dental) Coltman House DMS Whittington Lichfield
Job Summary
We are seeking an Information Technology (IT) Service Desk Analyst to join our Information Hub - (i-Hub) team. This role is crucial in providing IT advice and support to our users, ensuring that their requirements and issues are resolved efficiently and effectively. Working to the IT Service Manager and alongside the existing i-Hub team you will be responsible for supporting the management of our IT Service Desk. recording, analysing, escalating, and resolving issues reported.
You will be assigning, supporting and undertaking requests logged in accordance with Service Level Agreements (SLA's).
You will ensure excellent customer service satisfaction and maintaining standards, working closely with Service Desk and wider team to progress activities
This position is advertised at 37 hours per week.
Strategic Command Transformation
Strategic Command is going through a significant transformation programme which aims to improve the way the Command conducts its business and delivers for Defence and the nation. As a consequence of this, all posts within Strategic Command Headquarters and in time the wider organisation, are/will be subject to review and potential changes as we continuously improve across the period of the transformation programme. These changes may be minor or could be more substantive and will generate new opportunities. Throughout, the Command's transformation programme is committed to following the MOD's framework on managing and supporting people through the change process and places an emphasis on early and open consultation and engagement with the Command's personnel and Trade Unions.
Job Description
Understanding the use of IT software in particular Microsoft 365 (MS365) applications and supporting with access issues, application assurance and supporting users in the ways of working with a suite of tools available to them within the Ministry of Defence (MOD).
As an integral part of the team, analysts work with management to adopt and promote continual improvement practices to deliver exceptional service and user experience. We are looking for enthusiastic individuals who can coordinate a wide range of activities and should be comfortable working with a range of stakeholders and be prepared to work at pace and be prepared to adapt to changing priorities.
As the successful candidate you will need a solid understanding of IT software, particularly MS365 applications and customer service skills as well as technical knowledge and experience with both hardware and software.
Working within Head Quarter Defence Medical Service (HQ DMS) Chief Digital Information Office (CDIO) offers you an opportunity to be part of a dynamic team that is dedicated to enhancing our digital services. You will have the chance to develop your skills and make a significant impact on our organisation and the services we provide.
Understanding the use of IT software in particular Microsoft 365 (MS365) applications and supporting with access issues, application assurance and supporting users in the ways of working with a suite of tools available to them within the Ministry of Defence (MOD).
As an integral part of the team, analysts work with management to adopt and promote continual improvement practices to deliver exceptional service and user experience. We are looking for enthusiastic individuals who can coordinate a wide range of activities and should be comfortable working with a range of stakeholders and be prepared to work at pace and be prepared to adapt to changing priorities.
As the successful candidate you will need a solid understanding of IT software, particularly MS365 applications and customer service skills as well as technical knowledge and experience with both hardware and software.
Working within Head Quarter Defence Medical Service (HQ DMS) Chief Digital Information Office (CDIO) offers you an opportunity to be part of a dynamic team that is dedicated to enhancing our digital services. You will have the chance to develop your skills and make a significant impact on our organisation and the services we provide.
Person specification
The duties and responsibilities of the role include, but are not limited to:
* Service ticket management.
* End-user administration (Active Directory user accounts and groups,
* Mobile device and phone setup and support (iPad, iPhone, Laptop, MS365)
* Application troubleshooting: Windows 10/11, Office 365, Teams. desk-side hardware break-fix and repair (laptops, desktops etc)
* Provide user support and training.
* Audit and assurance activities
* IT security, supporting team to manage secure items/domains and resolve security incidents.
* This role will require in office attendance. Infrequent/occasional United Kingdom (UK) travel and overnight stays may be required from time to time.
For further details, please see the attached Terms of Reference.
Behaviours
We'll assess you against these behaviours during the selection process:
* Communicating and Influencing
* Managing a Quality Service
* Changing and Improving
* Working Together
* Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
* Skills Framework for the Information Age (Level 3)
* Level 3 SFIA
Alongside your salary of £29,580, Ministry of Defence contributes £8,569 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
* Learning and development tailored to your role
* An environment with flexible working options
* A culture encouraging inclusion and diversity
* A Civil Service pension with an employer contribution of 28.97%
* 25 days annual leave rising by one day for each completed year of reckonable service to a maximum of 30 days after 5 years service.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
At
sift
, you will be assessed against your CV, Statement of suitability and the following:
Behaviour
* Communicating & Influencing
* Managing a Quality Service
* Changing and Improving
* Working Together
* Delivering at Pace
Experience
* Candidates will be required to provide CV details to include job history; qualification details and previous skills and experience.
* Please provide information of how you meet the criteria set out in the Job Description. You may wish to further include examples of how you have tackled similar tasks or demonstrated the skills outlined in the job advert.
When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected.
Technical Skills
At
interview
, you will be assessed against the following:
* Skills Framework for the Information Age
* Level 3 SFIA
Please see the link to our YouTube channel for advice preparing your best responses with some hints and tips on answering behaviour-based questions. Hints and tips such as: Your behaviours can be based on situations from work, volunteering or home; match your situation to the behaviour requested and how to use your 250-word limit.
Are you applying for a job in Civil Service? - YouTube
Useful Links
* Skills Framework for the Information Age (SFIA) 9 Level 3
* Level 3 SFIA Customer service support
* Government Knowledge and Information Management (GKIM) Skills Framework
* The Institute of Engineering and Technology (IET) Professional Membership
The sift will be completed within 10 working days of the vacancy closing date. Interviews will be held on a date to be confirmed.
There will be no reimbursement for any travel expenses for the interview.
Requests to work flexibly and/or part time will be considered, taking into account business needs.
Please note the salary will be pro-rata where part time hours are undertaken.
All employees joining Ministry of Defence who are new to the Civil Service will be subject to a 6-month probation period (unless otherwise advised) effective from the employment start date.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.
This vacancy is part of the A Great Place to Work for Veterans initiative. Making the Civil Service a Great Place to Work for Veterans - GOV.UK
The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact dbscivpers-
The Ministry of Defence requires all candidates who are successful at interview to declare any outside interests. These declarations will be discussed with successful candidates following the interview process and before a formal offer of employment is made, as some outside interests may not be compatible with MOD civilian roles. This will not, in the majority of cases, prevent employment in MOD, but it is a measure that must be taken to ensure that appropriate mitigations can be put in place to manage any potential, perceived or actual conflicts of interest from the first day of employment.
As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system.
Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn
The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
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 the Republic of Ireland
* nationals of Commonwealth countries who have the right to work in the UK
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
* nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
* individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
* Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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.
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.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
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
* Name : Heidi Beales
* Email :
Recruitment team
* Email : DBSCivPers-
Further information
Further Information Document