About the job

Job summary

We are looking for someone that has excellent customer service and problem-solving skills to join our Live Services team.

As a Digital Support Request Analyst you will process the day-to-day digital incidents, service requests and onsite support received from staff across the Department for Transport.

Job description

In the Digital Support Request Analyst role, you will be responsible for:

• Service request delivery: day to day organisation, analysis and fulfilment of requests for services and products including; network accounts, software and end user devices.
• Processing digital incidents and requests: supporting users across DFT (based at home, in the office or mobile workers) with a range of issues including; 2nd line IT diagnostics and troubleshooting across a range of hardware and software (including Cloud based apps), across multiple platforms including laptops and smartphones. Ensuring all digital incidents and service requests for services and changes are actioned, resolved or escalated in accordance with agreed service levels.
• Onsite office support: providing onsite office presence, as required, to assist with setting up and support of onsite events including VIP broadcast events. Assisting with local, onsite workstation issues and office-based service problems. Includes technical support of audio-visual kit, printers, wireless network infrastructure.
• Incident response: assist with the response and resolution of major issues as they occur.
• Monitoring service performance: creating information dashboards & reporting, ensuring established work processes are followed and identifying opportunities for service improvement.
• Developing successful relationships: working collaboratively with users of digital services, technical colleagues (including internal and external service delivery teams) to provide excellent customer service.

Person specification

We are looking for a proactive individual with a commitment to continual service improvement who can provide a quality service. You will have strong interpersonal skills and the ability to build effective relationships with customers, colleagues and other stakeholders across the organisation.

To thrive in this role, you will be customer focused, a keen problem solver with a background in digital support and a strong interest in digital technology. you will also be confident using a range of diagnostic tools and support/assistive technologies to engage with customers and provide real-time desktop support.

You should be an effective team worker with a collaborative approach to building and maintaining relationships with colleagues and customers at all levels. You will have the organisation skills to allow you to manage your own time, workload, and priorities effectively.

Additional Information

A minimum of 60% of your working time should be spent at your principal workplace, although requirements to attend other locations for official business, or carry out detached duty in another DFT workplace, will also count towards this level of attendance.  

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits.

This includes:

• a generous annual leave entitlement.
• attractive pension options with an average employer contribution of 27%.
• flexible working.
• good career development opportunities.
• a variety of career paths.
• inclusive working environments and much more to support a healthy work/life balance.

Find out more about what it's like working at the Department for Transport 

Additional Information

This is a permanent post based in DFT’s offices at Great Minster House in London. There will be opportunities for home working and to occasionally work and provide onsite support at our some of our other offices.

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.

How to Apply 

When considering applying please look at how your experience relates to the role, and within your CV and Personal Statement of 1250 words please provide detailed evidence of your experience of the following: 

• Working within an IT Service Management (ITSM) environment.
• Organisation, action and resolution of technical digital incidents and requests for support (including use of 2nd line technical diagnostic and remote support tools).
• Organisation, analysis and fulfilment of service delivery requests for services and products.
• Contributing to the development of documented and automated processes / workflows.
• Good organisational skills, experience in working in a fast-paced environment with the ability to manage own time and priorities effectively.
• Strong knowledge of Microsoft 365 (in particular MS Teams and Outlook), to support level.
• Strong technical support knowledge of laptops and smartphones and also of audio visual equipment in an office environment.

Sift & Interview Dates 

The sift is due to take place on 22nd January 2024.

Interviews are due to take place from 5th February 2024.

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview. 

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates. 

The selection process will be designed specifically for the role. As a result, your assessment will include: 

• An interview

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within. 

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. 

For further information on Success Profiles visit our Careers website.  

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

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 instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DFT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DFT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

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

Security

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.