Service Desk Analyst

Job summary

The MOD's digital teams ensure we remain among the most technologically advanced Armed Forces in the world. We develop and lead in cutting-edge data science, automation, and cyber security solutions to protect the UK and its interests, at home and abroad.

Our mission also goes beyond the battlefield by leading humanitarian efforts and driving innovation that impacts lives across the globe.

▶ Watch to find out more about what we do.

Passionate about using your skills to make a critical difference? Your next career move could be here!

Job description

As a Service Desk Analyst, you’ll be part of the Strategic Connectivity Team, responsible for management of a Message Handling System (MHS), supporting the delivery of High-Grade Messaging (HGM) across defence.

Based at the Communications Centre (Commcen) Faslane, you’ll part of a 16-person, shift-working team, providing 24/7/365 service delivery to a select customer base, within the UK and overseas.

You’ll support the delivery of HGM across defence, processing formal signal messages, advising of delays/issues to reception and delivery and maintaining controlled access to the Commcen.

High Grade Messaging is being replaced by Military Messaging, with service transition work already underway.

Responsibilities

• Processing formal signal messages for input into our MHS, taking ownership of signals from originators via approved IT media, ensuring they conform to procedural rules; be responsible for ensuring the timely distribution of signal messages, precedence priority and above, including during silent hours.
• Recording and determining the transmission path and forward for preparation; monitoring and vetting out-of-hours signal traffic and callout where necessary, monitoring and reporting message irregularities and equipment faults appropriately.
• Managing the signal process by recording and distributing messages, according to protective marking and ‘Descriptors’, in accordance with current security regulations, whilst maintaining the protected document register.
• Preparing the special handling signals or material for onward delivery, by means of a suitably cleared MHS, initiating service action as required.
• Managing the publication of instructions and guidance presented in Standing Orders, Security Orders, Operator Instructions, Local Orders and Communications publications.
• Ensure the timely filling of all bid equipment at crypto key material changeovers and any corresponding accounting and destruction. Maintaining records of a controlled access to Commcen, in accordance with local instructions and requirements.
• Supporting the Commcen Manager by taking on additional roles such as Deputy Unit Security Officer / IT Security Officer / Terminal Area Security Officer, Assistant Health and Safety and Building Controller, as required.

Additional details

• The successful applicants will be part of a 16-person team, which operates a 1 in 4 shift roster: 4 shifts on - 2 days, 2 nights, 4 days off pattern.
• Working hours: 24/7 shift work - 2 x 12-hour days, 2 x 12-hour nights, followed by 4 days off.
• All shifts will have mandatory start and finish times, details will be provided at the interview stage.
• A shift allowance of 20% and weekend premium rates of pay are payable for this role.
• There may be a requirement to travel to meetings or attend training courses within the UK. This job role is not suitable for hybrid working.
• As High-Grade Messaging (HGM) is a critical service in Defence, Reservists must be aware that HGM will take priority above most routine Reservist activities.
• If not already held, successful candidates will be required to undergo SC clearance.

Please note this position is open to sole UK Nationals only.

Person specification

Please ensure that your CV and application meet the essential criteria below:

• Experience of supporting a busy and diverse team.
• Ability to multitask and prioritise when faced with competing deadlines.
• Great communication skills, both verbal and written, with excellent attention to detail.
• Ability to quickly assess information and make credible recommendations at pace.
• Able to make effective decisions and know when to seek advice or escalate issues.
• Experience of building and maintaining good working relationships, acting with integrity and discretion.
• Proficient in the use of Microsoft 365 software, including Excel and Outlook.
• Motivated to learn and committed to your continuous development.

Our commitment to your development is fundamental and you’ll be able to take advantage of many learning and development opportunities, tailored to your role and beyond. Whilst in post, you’ll be able to gain industry recognised qualifications through a range of professional courses and external training providers and we’ll support you throughout the process.

If not held already, opportunity may be provided to gain the following when in post:

• ITIL (Information Technology Infrastructure Library) certification

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Delivering at Pace
• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service
• Working Together

We only ask for evidence of these behaviours on your application form:

• Working Together

Benefits

Alongside your salary of £27,866, Ministry of Defence contributes £8,072 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Our benefits include:

• Learning and development tailored to your role with a dedicated minimum of 5 days per year
• 25 days paid annual leave rising (by 1 day per year) to 30 days upon completion of five years’ service
• Ability to roll up to 10 days annual leave per year
• In addition to eight public holidays per year, you will also receive leave for HM The King’s birthday
• A Civil Service pension with an average employer contribution of 28.97%
• Parental and Adoption Leave
• Discounts on a range of services within and external to the civil service – Defence Discount Service, Civil Service societies for Sports and Leisure, Healthcare, Insurance, Motoring, Company discounts with Virgin, Vodafone, and Microsoft Office.
• In year rewards and ‘thank you’ schemes such as vouchers and gift cards
• A culture encouraging inclusion and diversity
• Please see Benefits Leaflet for more detail

Equality and Diversity

Our people are at the heart of everything we do. It’s vital that our workforce reflects the diversity of both our audience and the wider society in the UK, so we’re proud to be an equal opportunities employer and we actively seek candidates from diverse backgrounds and communities. We also recognise the importance of a good work life balance, so we do everything we can to accommodate flexible working, including part-time and job shares for all our roles. Please let us know in your application or at any stage throughout the process if this is something you want to explore.

Defence operates an organisation model in which every individual belongs to a Government Profession. The successful applicant will be posted into one of the defined Government Professions on Standard Terms of Reference for the grade. Defence reserves the right to move individuals between roles, within their allocated profession, to meet the needs of the business and in support of agile resourcing.

Defence is going through a significant transformation programme which aims to improve the way it conducts its business and delivers for Defence and the nation. As a consequence of this, all posts 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 transformation programme, Defence 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 personnel and Trade Unions.

The post does not offer relocation expenses.

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period.

Please Note: Expenses incurred for travel to interviews will not be reimbursed.

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.

Any move to MOD from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

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 however some exemptions are in place, please refer to local guidance. 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.

MOD Recruitment Satisfaction Survey – We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights.

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

To apply please complete the templates provided on the CS Jobs dashboard, ensuring it highlights your relevance to the essential criteria listed in the person specification.

Candidates will be required to provide CV details to include job history; qualification details and previous skills and experience.

Candidates will be required to provide a statement of suitability in no more than 750 words detailing how your experience is relevant for this role and how you meet the essential criteria outlined in the advert.

At sift, you will be assessed against your CV, Statement of suitability and the following Behaviours:

• Working Together

At interview, you will be assessed against the following Behaviours:

• Leadership
• Delivering at Pace
• Communicating and Influencing
• Making Effective Decisions
• Managing a Quality Service

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-Resourcingteam3@mod.gov.uk .

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 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.

The Ministry of Defence adopts a zero-tolerance approach to unacceptable behaviours, which includes bullying, harassment, sexual harassment, discrimination, and victimisation. You will not be eligible and will not be considered for this post if you have been dismissed from a role for such unacceptable behaviours within the last five years. This will also apply if you resign or otherwise leave a role but, because of an adverse decision, would have been dismissed for gross misconduct had you continued in that employment. Pre-employment checks will be carried out.

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

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.

Nationality requirements

Open to UK nationals only.

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.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 : Defence Digital Talent Acquisition Team
• Email : ukstratcomdd-hr-talentacqdel@mod.gov.uk

Recruitment team

• Email : DBSCivPers-Resourcingteam3@mod.gov.uk

Further information

Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: info@csc.gov.uk.

Attachments

Defence Digital Candidate Pack Opens in new window (pdf, 10MB)MOD Candidate Pack Opens in new window (pdf, 1562kB)Candidate Information Pack Opens in new window (docx, 31kB)Defence Internal Brief notice Opens in new window (docx, 25kB)