ICT Engineer

Job summary

The IT Service management team provides business-critical support for systems and services, to UKHSA business users at all locations at which UKHSA staff work.

ICT Engineers will provide both technical and non-technical expertise in the development and operation of ICT support to end users within the UKHSA systems environment. The role holder will be part of a national 2nd Line Support team and will be a key contact for incidents and requests. They will provide UKHSA staff with the support, guidance, and advice to allow them to work on the UKHSA network without disruption. They will also support the Lead and Senior Engineers in any system implementations or incidents as directed.

Please note, the successful candidates will be based at our Core HQ in London/Canary Wharf however, due to the nature of the role, travel to other UKHSA sites will be required.

Job description

• Assist the Senior Engineers in providing a high quality of customer service and support that will ensure that all UKHSA staff are able to access UKHSA ICT services as required, using properly configured and reliable devices.
• Ensure that all UKHSA users receive a consistent level of support within agreed service levels across geographical locations and directorates.
• Provide technical support and troubleshooting including administration of user accounts, permissions, file shares, and support of Windows OS and MS communication and collaboration tools.
• Provide technical support and troubleshooting assistance for software installation, licensing, backup, and assurance.
• Work closely with teams across ICT to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.
• Working with ITIL processes including Request, Incident, Change, and Problem Management.
• Ensuring compliance with UKHSA ICT Security Policies.
• Conduct other work as directed by line management in accordance with departmental standards and policies.
• At times will work with colleagues in a remote product or virtual teams on specific areas to support the business need.

Communication & Key Working Relationships

Internal

• Other local engineers at all levels
• Colleagues in the ICT Department
• Customers within UKHSA at all levels

External

• Relevant suppliers of hardware, software and services
• Maintenance organisations
• External customers as appropriate and as directed by line manager

The above is only an outline of the tasks, responsibilities and outcomes required of these roles.

You will carry out any other duties as may reasonably be required. The job descriptions and person specifications may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

Person specification

Essential Criteria

• Educated to degree level in computer science, a relevant IT apprenticeship or equivalent level of experience of working in a first- or second-line technical support role, supporting end user device hardware and software both face to face and remotely
• Experience of infrastructure support such as network or server management
• Experience/knowledge Microsoft operating systems and associated infrastructure
• Experience/knowledge Microsoft application software, including Office 365
• Experience in troubleshooting and supporting specialist systems
• Experience of Asset and Configuration Management
• Previous experience within an ITIL environment and using ITIL tools, such as Service Now
• Clear communicator, able to use a range of methods, whilst ensuring communication has a clear purpose taking into accounts peoples individual needs
• Evidence of excellent customer service skills and a commitment to improving services and performance for end users
• Skills for nurturing key relationships and maintaining personal networks
• Ability to analyse and interpret information, remain alert to emerging issues, and recommend appropriate course of action
• Problem solving skills and ability to respond to sudden unexpected demands
• Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales

Benefits

Alongside your salary of £37,749, UK Health Security Agency contributes £10,935 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%

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality of opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Competency Based

This vacancy will be assessed using a competency-based framework which will assess your qualifications, knowledge and experience and/or skills and abilities outlined in the essential criteria.

Stage 1: Application & Sift

You will be required to complete an application form. You will be assessed on the listed 13 essential criteria, and this will be in the form of a:

• Application form (‘Employer/ Activity history’ section on the application)
• 1500 word supporting statement.

This should outline how you consider your skills, experience and knowledge provide evidence of your suitability for the role, with reference to the essential criteria.

You will receive a joint score for your application form and statement. The application form is the kind of information you would put into your CV – please note you will not be able to upload your CV. Please complete the application form in as much detail as possible. Please do not email us your CV.

Healthjobs UK has a word limit of 1500 so your supporting statement can be no more than 1500 words.

Longlisting:

In the event of a large number of applications we will longlist into 3 piles of:

• Meets all essential criteria
• Meets some essential criteria
• Meets no essential criteria

Piles ‘Meets all essential criteria’ and ‘Meets some essential criteria’ will proceed to shortlisting.

Feedback will not be provided at this stage.

Shortlisting:

In the event of a large number of applications, we may conduct an initial sift on the following Essential Criteria:

• Educated to degree level in computer science, a relevant IT apprenticeship or equivalent level of experience of working in a first- or second-line technical support role, supporting end user device hardware and software both face to face and remotely.
• Experience/knowledge in Microsoft operating systems and associated infrastructure.
• Evidence of excellent customer service skills and a commitment to improving services and performance for end users.

If you are successful at this stage, you will progress to interview.

Feedback will not be provided at this stage.

Stage 2: Interview - Competency Based

You will be invited to a single face to face interview at our London/Canary Wharf Core HQ, 5th Floor, 10 South Colonnade, London E14 4PU.

In exceptional circumstances, we may be able to offer a remote interview.

Interviews dates to be confirmed.

Knowledge, experience, skills & abilities will be tested at interview.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Additional Information

Eligibility Criteria

Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants).

Location

This role is being offered as office based at our Core HQ in London/Canary Wharf, 10 South Colonnade, London E14 4PU.

Please note, the successful candidates will be based at London/Canary Wharf however, due to the nature of the role, travel to other UKHSA sites will be required.

Our core HQ offices are modern and newly refurbished with excellent city centre transport links and benefit from colocation with other government departments such as the Department for Health and Social Care (DHSC).

Please note hybrid working is not available for this role.

Salary Information

Grade: Civil Service Higher Executive Officer (HEO)

HEO Inner: £37,749 - £45,353 Per annum, pro rata

If you are successful at interview, and are moving from another government department, NHS, or Local Authority, the relevant starting salary principles for level transfers or promotions will apply. Otherwise, roles are offered at the pay scale minimum for the grade, but in exceptional circumstances there may be flexibility if you are able to demonstrate you are already in receipt of an existing, higher salary. Pay increases are through the relevant annual pay award for the role and terms.

Security Clearance Level Requirement

Successful candidates must pass a basic disclosure and barring security check before they can be appointed.

Successful candidates must also meet the security requirements before they can be appointed. The level of security needed is Baseline Personnel Security Standard.

Future location

UKHSA is investing in a new state-of-the-art National Biosecurity Centre in Harlow, Essex, which will eventually bring together teams currently based at Canary Wharf, Colindale and Porton Down. For more details, please see: Huge biosecurity centre investment to boost pandemic protection - GOV.UK.

The new facilities will start becoming operational in the mid-2030s, with full completion by 2038. Staff will move in phases as facilities become available. If you're appointed to a role currently based at Canary Wharf, Colindale or Porton Down, please note that we'll continue investing in these sites for the next decade. As we get closer to the transition, we'll provide full information about relocation support available to staff.

Reasonable Adjustments

The Civil Service is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, we will consider any reasonable adjustments that could help you. An adjustment is a change to the recruitment process or an adjustment at work. This is separate to the Disability Confident Scheme. If you need an adjustment to be made at any point during the recruitment process you should contact the recruitment team in confidence as soon as possible to discuss your needs.

You can find out more information about reasonable adjustments across the Civil Service here: Reasonable Adjustments , Civil Service Careers

International Police check

If you have spent more than 6 months abroad over the last 3 years you may need an International Police Check. This would not necessarily have to be in a single block, and it could be time accrued over that period.

Internal Fraud Check

If successful for this role as one aspect of pre-employment screening, applicant’s personal details – name, national insurance number and date of birth - will be checked against the Cabinet Office Internal Fraud Hub and anyone included on the database will be refused employment unless they can show exceptional circumstances. Currently this is only for External candidates to the Civil Service.

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 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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

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 : Sarah Handy
• Email : sarah.handy@ukhsa.gov.uk

Recruitment team

• Email : recruitment@ukhsa.gov.uk

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints@ukhsa.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website: https://civilservicecommission.independent.gov.uk

http://www.healthjobsuk.com/job/v7952836