IT Service Analyst

Job summary

We have an IT user community of around 2000 people who are geographically spread and delivering a broad range of business functions covering forestry management, timber harvesting, recreation and events management, and management of visitor centres. Excellent IT is essential to help meet our corporate targets
and to develop our future we have established a new IT team to design and run the service.

We have developed a modern service based around Cloud, working with new partners, and now are starting to embark on rolling out new projects such as Office 365, modernised client-side environment, and new systems and network infrastructure.

This role provides an ambitious and highly skilled Technology professional with an excellent opportunity to join our IT Service Desk team at an important time as we support our rapidly growing customer base through a period of significant IT transformation.

Job description

As part of a small dedicated Service Desk team, you will be responsible for managing our Service Desk ticketing system, supporting requests logged and dealt with or assigned in an appropriate and timely manner, monitoring and managing the flow of tickets logged, ensuring excellent customer service satisfaction and maintaining standards, working closely with Service Desk and wider-IT team colleagues in the resolution of issues.

Other tasks may include:

• troubleshoot and resolve customer IT technical support issues
• willing and able to work in the Bristol office for a minimum of 4 days per week, to facilitate equipment requests
• monitor and manage support tickets from start to timely conclusion to required standards, prioritising, escalating, and progressing accordingly
• setting up, configuring, and deploying laptops, desktops, iPhones, iPads
• work closely with 2nd line colleagues as needed to resolve issues
• end-user systems administration
• undertake standard Service Desk tasks such as processing new staff, leaving staff, requests, procurement etc
• be alert to wider issues and emerging patterns
• support delivery of IT projects
• maintain technical documentation and developing and maintaining written guidance as needed
• maintain accurate records and stocks

And any other task reasonably requested by your line manager.

Person specification

Skills, knowledge & experience

Essential professional and technical experience

• excellent customer service skills
• experience working in an IT Enterprise environment supporting users
• strong written and verbal communication skills

Demonstrable knowledge and experience of as many of the following as possible - (training will be provided where required):

• end-user administration (Active Directory user accounts and groups, Azure Active Directory)
• service desk support tools such Lansweeper, Bomgar, Microsoft Endpoint Manager
• mobile device and phone setup and support (iPhone, Jamf & MS endpoint)
• client-side OS and application troubleshooting: Windows 10, Office 365, Teams, MD Defender
• experience of telephony end-user set up such as Microsoft UC
• desk-side hardware break-fix and repair (Dell laptops, desktops etc)
• managed printer troubleshooting (Canon MFD's and Uniflow)
• basic networking principals, cabling and patching, DHCP, DNS.
• IT security awareness, supporting team to resolve security incidents
• appropriate IT related qualifications and/or 2 years’ experience working within a hands-on and service focussed IT technical arena, as well as evidence of continued personal development
• infrequent/occasional UK travel and overnight stays may be required from time to time, as well as infrequent rota cover

Benefits

Alongside your salary of £28,016, Forestry Commission contributes £8,116 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• 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%

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

We cannot accept applications via email. Please follow the steps outlined below. Any CVs and/or personal statements sent outside the system will not be considered for shortlisting.

You will be asked to write a 200 word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form.

The Behaviours being assessed at interview are –

• Working Together
• Delivering at Pace
• Communicating and Influencing

You may also be assessed on Experience, Strength based questions, and/or the Technical Success Profile at the interview. The technical element could include a presentation, practical or written task.

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

Security

Successful candidates must undergo a basic (or equivalent) 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.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 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

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : fcrecruitmentteam@forestryengland.uk
• Email : fcrecruitmentteam@forestryengland.uk

Recruitment team

• Email : fcrecruitmentteam@forestryengland.uk

Further information

Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact FCE by email: englandhr.services@forestryengland.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

Attachments

Forestry England Job Description - IT Service Analyst (PB6B) Opens in new window (pdf, 131kB)