About the job

Job summary

Job title – ICT Engineer

Profession-  IT Service Management

Directorate – Technology

Full Time equivalent - 37.5 hours

No of Roles – 1

Contract Type – Permanent

Location - Canary Wharf, with travel to other UKHSA sites as required

UKHSA offers hybrid working or home working for its employees – this means that whilst the role will be based in one of our UKHSA offices, there will be opportunities for an element of working from home. The balance between home and workplace working is to be agreed with the line manager, determined primarily by business need and in line with departmental policy. Some business travel will be required to other UKHSA offices. Please be aware that this role can only be worked from within the UK and not overseas. Relocation expenses are not available

Working Pattern – Full Time /Flexible Working / Part Time / Job Share

Grade & Salary – Grade HEO. Inner London – £34,463- £41,478 per annum.

New entrants to the Civil Service are expected to start on the minimum of the pay band.

The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.

This role is to be appointed under Civil Service Terms & Conditions. Full details on the T&C’s are found https://www.ukhsa.reed.com/.

Closing Date – 31/05/2024. 23:55pm. Unfortunately, late applications will not be considered

Interview Date – TBC Please note, these dates are subject to change.

Job description

The IT Service management team provides business-critical support for systems and services, to UKHSA business users at all locations at which UKHSA staff work.

Overview of Job

ICT Engineers will have a specific geographical base.  They will provide both technical and non-technical expertise in the development and operation of ICT support to end users within the UKHSA systems environment. The role holder will be part of a national 2nd Line Support team and will be a key contact for site specific incidents and requests. They will provide UKHSA staff with the support, guidance, and advice to allow them to work on the UKHSA network without disruption. They will also support the Lead and Senior Engineers in any system implementations or incidents as directed.

Communication and key working relationships

Internal  

• Other local engineers at all levels
• Colleagues in the ICT Department
• Customers within UKHSA at all levels.  

 

External  

• Relevant suppliers of hardware, software and services
• Maintenance organisations
• External customers as appropriate and as directed by line manager.

 

 

Main Duties of the Job

• Assist the Senior Engineers in providing a high quality of customer service and support that will ensure that all UKHSA staff are able to access UKHSA ICT services as required, using properly configured and reliable devices.

 

• Ensure that all UKHSA users receive a consistent level of support within agreed service levels across geographical locations and directorates.

 

• Provide technical support and troubleshooting including administration of user accounts, permissions, file shares, and support of Windows OS and MS communication and collaboration tools.

 

• Provide technical support and troubleshooting assistance for software installation, licensing, backup, and assurance.

 

• Work closely with teams across ICT to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.

 

• Working with ITIL processes including Request, Incident, Change, and Problem Management.

           

• Ensuring compliance with UKHSA ICT Security Policies.

 

• Conduct other work as directed by line management in accordance with departmental standards and policies.

 

• At times will work with colleagues in a remote product or virtual teams on specific areas to support the business need

 

Other

The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the directorate.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

 

Professional development

You should pursue a programme of continuous professional development in accordance with any relevant professional registration or statutory requirements, while maintaining appropriate awareness of service provider requirements.

 

We pride ourselves as being an employer of choice, where Everyone Matters promoting equality opportunity to actively encourage applications from everyone, including groups currently underrepresented in our workforce.

UKHSA ethos is to be an inclusive organisation for all our staff and stakeholders. To create, nurture and sustain an inclusive culture, where differences drive innovative solutions to meet the needs of our workforce and wider communities. We do this through celebrating and protecting differences by removing barriers and promoting equity and equality of opportunity for all.

Person specification

Essential criteria

• Experience in a first- or second-line technical support role, supporting end user device hardware and software both face to face and remotely
• Experience of infrastructure support such as network or server management
• Experience/knowledge Microsoft operating systems and associated infrastructure
• Experience/knowledge Microsoft application software, including Office 365
• Experience in troubleshooting and supporting specialist systems
• Experience of Asset and Configuration Management
• Previous experience within an ITIL environment and using ITIL tools, such as Service Now
• Clear communicator, able to use a range of methods, whilst ensuring communication has a clear purpose taking into accounts peoples individual needs.
• Evidence of excellent customer service skills and a commitment to improving services and performance for end users.
• Skills for nurturing key relationships and maintaining personal networks
• Ability to analyse and interpret information, remain alert to emerging issues, and recommend appropriate course of action.
• Problem solving skills and ability to respond to sudden unexpected demands
• Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales

 

 

 

Desirable criteria

• Formal technical and non-technical IT qualification
• Previous experience in similar role in public sector

Benefits

Alongside your salary of £34,463, UK Health Security Agency contributes £9,305 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

You will be required to complete an application form. This will be assessed and sifted in line with the essential criteria.

 

This vacancy is using Success Profiles, and will assess your Behaviours& Experience

This part of the selection process should outline how you consider your skills, experience and achievements, and provide evidence of your suitability for the role, with particular reference to the essential criteria outlined.

You will also be asked to provide information within the ‘Employer/ Activity history’ section of the application form. This is equivalent to the information you would provide on a CV, setting out your career history. This will be used in sifting process and will be scored.

 

Stage 1: Application & Sift
As part of the application process, you will be asked to provide a Statement of Suitability in no more than 750 words providing examples of how you meet the essential criteria. It should also detail what you and your experience can bring to the role. We suggest using the STAR (situation, task, action, result) method to demonstrate real-life examples for the specified essential criteria. Please note, only information provided within the stated word count will be considered.

If you are successful at this stage, you will progress to interview

 

Stage 2: Panel Interview

All candidates who are successful at the sift stage will be invited to an onsite interview at Canary Wharf where you will complete a technical test

The Behaviours tested during the interview stage will be:

• Making Effective Decisions
• Delivering at Pace
• Managing a Quality Service

 

 

Reserve List:

Candidates who pass the interview criteria but are not offered a post will be kept on a reserve list for 12 months and may be contacted if similar roles become available.

If you are interviewed for the post and do not meet the required threshold for the specified grade, your application may be assessed against a similar, lower grade role and you may be offered the post should one be available.

 

DBS - People working with government systems must complete Basic Personnel Security Standard (BPSS) checks which includes a disclosure and barring security check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed for this role is BPSS however there may be a requirement for this role to be SC cleared and you should familiarise yourself with the criteria of security clearance.

 

This role is Open to all external applicants (anyone) from outside the Civil Service (including by definition internal applicants. Appointments to roles within UKHSA will be made in accordance with the Civil Service nationality rules. These can be found at https://www.gov.uk/government/publications/nationality-rules This job is broadly open to the following groups:

• UK nationals
• Nationals of Commonwealth countries who have the right to work in the UK
• Nationals of the Republic of Ireland
• Nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
• Relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• Relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• Certain family members of the relevant EU, EEA, Swiss or Turkish nationals

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's Recruitment Principles.

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 welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Government baseline personnel security standard

It’s important to note that there are currently exceptions to applications being considered if your conviction relates to any of the following:

• life sentences
• arson
• sexual offences
• hate and terror offences

Some departments will also consider the specific offence against the nature of the business, i.e., a conviction for fraud may rule you out for a finance role

 

 

 

Complaint Process

 

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact UKHSA Public Accountability Unit via email: Complaints1@ukhsa.gov.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

 

Contact Details – Sophie.Rigney@reed.com

 

 

 

 

 

 

 

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.

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.