IT Support Analyst

Job summary

This is an IT Support role based in the Forestry England National Office at Bristol and the surrounding area. You’ll be the local face of IT for this region, working closely with staff on site and the national IT team to provide effective and professional IT Support services.

You’ll resolve incidents, answer queries, maintain equipment, and act as the local subject matter expert. You’ll also contribute to wider delivery projects, help maintain documentation, and build great working relationships with colleagues across the organisation.

You won’t be doing this alone, you’ll be supported by a national IT team of skilled professionals including Systems and Infrastructure, Field Support and Security teams. You will have opportunities to get involved in exciting IT initiatives to deliver modern transformation projects at the local and national level. This is a varied and rewarding role for someone who enjoys collaborating with others, working independently, owning problems, and taking pride in their work.

The role will be primarily office-based in line with Civil Service blended working policies. This will typically include a minimum of one day per week in the Bristol office and around two days per week supporting sites and teams across the South West region, which may include (but is not limited to) Haldon Forest Park, Bucks Horn
Oak, Beechenhurst, Kings House, Westonbirt Arboretum and Cardinham Woods.

Travel across the region is an important part of the role and may occasionally require overnight stays where this is practical or beneficial. There may also be occasional travel to other locations across England to support wider Forestry England business needs. A smaller proportion of home working may be agreed in line with business requirements. You will also be required to participate in a team on-call rota covering weekends, public holidays and occasional out-of-hours support, for example to assist with incident resolution. An additional allowance is paid in line with Forestry England's current on-call arrangements.

Job description

Key work areas: responsibilities & accountabilities

• Delivering a blend of local hands-on and national remote IT support, responding to incidents and service requests in line with Service Desk standards.
• Taking ownership of triaged incidents, escalating and collaborating with internal experts or third-party providers as needed.
• Managing IT equipment stocks, issuing and maintaining devices, and ensuring records maintained and staff have what they need to work effectively.
• Monitoring known and upcoming issues (e.g. system outages or maintenance windows) and keeping colleagues informed of potential impacts.
• Documenting solutions and local information in our knowledge base, and keeping technical records up to date.
• Coordinating with national IT staff and third parties to deliver support where needed, delivering defined incident management processes including unplanned outages.
• Contributing ideas and suggestions to improve how we work, both locally and nationally.
• Professionally representing IT and undertaking engagement activities alongside and as directed within scope of the work of our IT Business Partner.

Person specification

Skills, knowledge & experience

Essential Professional and Technical experience

• Friendly, approachable, enthusiastic and capable IT professional and team player. Someone with a genuine interest in IT as an occupation and demonstrating a strong focus on people skills and accountability. Working within defined policy and process where required but also comfortable working under own initiative, managing your own workload and working across teams to solve problems effectively. A strong communicator, able to explain technical issues in plain language, and able to understand and communicate staff issues back to the wider IT team. Highly organised, with good attention to detail and a proactive attitude. Willing to travel to district office hub sites as required/planned to provide hands-on support in a variety of locations and environments.
• Microsoft 365 Enterprise administration (Entra, Office, Teams and other Microsoft cloud-based services) to a “second-line” standard.
• Aware of modern IT security principles and best practices.
• IT Service Management framework and tools (e.g. Halo ITSM, BeyondTrust) and methodologies (e.g. ITIL and ITSM) for incident handling and support.
• A working understanding of functional networking principles (TCP/IP, DNS, DHCP) and physical network connectivity (e.g. wifi, cabling and switches).
• Hands-on support and client-side troubleshooting of end user devices including Windows 11, MacOS, iOS, Android, print MFD and telephony.
• Experienced working with “third line” level colleagues and IT vendors, suppliers and partners on technical issues and escalations.
• Interested in IT and motivated to develop your skills while supporting others to learn and grow.

Desirable Professional and Technical experience

• Mobile Device Management tools (e.g. Intune, Jamf) and asset management tools (e.g. Lansweeper) with an understanding of managed device configurations at scale.
• Previous hands-on experience working with specialist/proprietary end-user devices like handheld scanners, point of sale devices etc.
• Prior experience troubleshooting cloud managed networks (e.g. Meraki, Unifi) is advantageous but this is not a network administration role.
• Ability to follow, create and update technical documentation.

Qualifications

• Full UK Driving License

Desirable

• Relevant Microsoft Certified Fundamentals qualifications e.g. MS900, AZ900.
• Any IT courses or certifications which demonstrate relevant ability to an IT Support role.
• ITIL v4 foundation.

Benefits

Alongside your salary of £33,854, Forestry Commission contributes £9,807 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

How to apply…

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.

You will be assessed on a technical skill and strength based questions during your interview.

The Behaviours being assessed at interview are –

• Working Together

• Delivering at Pace

• Communicating and Influencing

Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.

If you require any reasonable adjustments, please email fcrecruitmentteam@forestryengland.uk.

If you're planning to use AI to support your application, please ensure you've read our guidelines here first.

Read more about our application process and working with us on the Forestry England website.

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.

Medical

Successful candidates will be expected to have a medical.

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

Please note this Post is NOT regulated by the Civil Service Commission.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 : fcerecruitment.grs@cabinetoffice.gov.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

FE IT Job Description - PB5 - IT Support Analyst Opens in new window (pdf, 170kB)