About the job

Job summary

Are you passionate about delivering exceptional, customer focused IT support?

Are you keen to further develop your IT skills and experience in a world leading organisation?

This is an exciting opportunity to join the Competition and Markets Authority (CMA) Technology and Business Services Department and play a key role providing technical support across the organisation.

About the CMA

We help people, businesses, and the UK economy by promoting competitive markets and tackling unfair behaviour. Our work is wide ranging, ambitious and often new and challenging.

What you will do 

Combining your technical knowledge with a high degree of customer service, you will provide prompt 1st and 2nd line IT support, deployment assistance and routine checks across multiple computer devices and telephone systems, primarily for the London office. You will work across a range of programmes and systems including Office 365, MS Exchange, MS Azure, Adobe, and Apple and Android operating systems. 

About you

You will need experience of working in an IT support role, with familiarity of IT service management tools. Alternatively, we will also consider applications from candidates who have completed an ITIL Foundation, Level 2 or Level 3 End User Computing qualification.

Proven knowledge of Microsoft Office, Office365 and MS Teams is essential. Experience of deploying end user devices such as laptops, tablets, and mobile phones is equally important.

You will also need good communication and excellent customer service skills, with the ability to work collaboratively with staff at various levels.

What we can offer you

The CMA is a hugely diverse, rewarding and stimulating place to work – an opportunity to work for the public good and to stretch and develop yourself in doing so. We offer generous benefits, including an excellent pension scheme with an average employer contribution of 27%, at least 25 days leave (increasing to 30 over five years), and generous maternity/paternity leave provision. You can also take advantage of interest-free season ticket loans, a cycle to work scheme, and our extensive flexible working options.

To find out more about this opportunity please click on the APPLY button.

CMA – Working for the CMA , Civil Service Careers (civil-service-careers.gov.uk)

Or our LinkedIn page:

https://www.linkedin.com/company/competition-and-markets-authority/

Closing date: 11:55pm on Monday 22 January 2024

Job description

Responsibilities include:

• To provide IT and Telephony support services to staff within the CMA, in accordance with recognised service delivery principles and agreed delivery targets. (Laptop, Windows Virtual Desktop (WVD), Apple and Android devices)
• To complete the build, configuration, retrieval and deployment of end user devices such as laptops and mobile phones for offices within London and other locations within the UK as part of the joiner and leaver process.
• To deliver IT and telephony assistance to CMA staff by responding to enquiries or tickets raised via our ITSM platform. Providing resolution for any hardware or software incidents and requests, Including the provision of onsite face-to-face support and support for staff who are working from home or at another CMA site via remote connection.
• Ensuring user accounts are correctly created, enabled and disabled within Active Directory, MS Exchange, MS Azure in accordance with the CMA Joiner and Leaver processes.
• Providing 1st and 2nd line support for Microsoft 365 applications (e.g. MS Teams, Outlook, OneDrive and SharePoint Online) along with all other CMA service catalogue applications.
• To ensure all incidents & service requests raised with the ServiceDesk are logged within the CMA ITSM platform (Topdesk) and responded to in accordance with the agreed SLAs. Ensuring tickets are assigned to the appropriate resolver group, keeping all records up-to-date and providing the end user with periodic progress updates.
• Duties will include testing, researching and troubleshooting user queries with the occasional need to provide one-to-one training for individual users.
• To support the email classification and secure transfer system (Egress) and support the processing of CMA security breaches.
• To produce and maintain end user system documentation to serve as internal knowledge base articles within the ITSM platform and end user self-service portal.
• To assist in running system checks and providing daily IT checklist reports relating to system applications, AV equipment and IT infrastructure.
• Providing assistance and support as requested for onsite CMA Audio Visual equipment.
• To support internal IT projects as and when required and asked to provide occasional support or cover at other CMA offices for short periods of time.
• This role may include occasional travel within the UK between CMA locations. 

Person specification

It is essential that you can provide evidence and examples for each of the following selection criteria in your application:

• Experience of working in an IT support role, with familiarity of IT Service Management tools; OR completed an ITIL Foundation, Level 2 or Level 3 End User Computing qualification (lead criteria).
• Well-developed IT skills with proven knowledge of Microsoft Applications and a focus on Microsoft 365 and MS Teams (lead criteria).
• Significant knowledge and/or experience deploying end user devices such as laptops, tablets, mobile phones.
• Good communication, and excellent customer service skills, with the ability to work collaboratively with business users and staff at various levels.
• Excellent organisational skills, with the ability to prioritise key actions and ensure delivery to specification and deadlines.

Benefits

Alongside your salary of £27,553, Competition & Markets Authority contributes £7,439 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

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

As part of the application process you will be asked to complete a CV, personal statement and an online application form. Further details about application requirements are listed on the application form.

The selection process will comprise of the sift (CV & application review) and an interview. Arrangements for the interview will be enclosed in the invitation. Interviews will be conducted virtually, by Microsoft Teams. 

An initial sift based on criteria 1 and 2 (Lead Criteria) may be held if a large number of applications are received. If your application progresses to a full sift, all elements of the essential criteria listed under Person Specification (above and in the attached role profile) will then be considered.

The sift will take place week commencing 23 January 2024.

If your application is successful you will be invited to attend an interview. You will be notified via email to log-in to your Civil Service Account and book your interview slot. You will be sent an email with full details of your arrangements for interview.

Interviews will be held week commencing 5 February 2024. 

The interview process will comprise a 45 minute -1 hour panel interview where you will be asked questions based on the Behaviours, Experience and Technical skills outlined in the role profile.  

Reasonable adjustments

We want to make sure no one is at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process.

For example, you may need wheelchair access at interview, or if you are deaf, a Language Service Professional. You might also require additional time to complete a timed assessment or a sign language interpreter to support with the relaying of information.

If successful you must hold, or be willing to obtain, security clearance to SC level.

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

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.