About the job

Job summary

Here at the Department for Levelling Up, Housing and Communities (DLUHC), we work on things that make a real difference to people’s lives. 

Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time. 

We have over 3,500 staff who are based in 20 offices across the UK. 

As an IT Support Analyst you are primarily responsible for supporting and escalating issues to the IT service operations and providing support to the DLUHC IT resolver groups. Ensuring that the technology estate is fully functional and the IT resolver groups are delivering a high quality service for the Department and our end user community.

We are looking for a pro-active, approachable, process driven colleague to assist in the daily support tasks.

We particularly welcome candidates from an ethnic minority background and other underrepresented groups to apply, as we work to continually improve our ability to represent the places and communities we support through our work. 

Find out more about what it's like to work in a digital, data and technology role at DLUHC including our culture, ways of working, career progression and staff benefits. You can also read the DLUHC Digital blog to learn about the work we're doing. 

Job description

As an IT analyst you'll:

• resource our internal Tech Bar, managing walk ups, covering area’s like, onboarding devices with the user, Q & A and basic support/trouble shooting.
• provide onsite assistance to resolve Deskside or Printer issues, replacing kit where necessary or escalating to the relevant service supplier or internal resolver groups.
• be able to follow processes to manage the different tasks that Live Services Action within our IT Service Management Tool, ServiceNow.
• covering areas such as: completing the New Starters/Leaver’s Processes, ensure Asset Management processes are followed, resolve incidents that are allocated to you, and support resolution of incidents assigned to others in the team.
• build up a good working relationship with our Service Suppliers with daily engagements to deliver the best outcome for our end users.
• provide input and ideas as to how we develop and continually improve the existing service.
• have active engagement of our end user community through proactive action and open dialogue; you’ll build trust in the service management function and act as an advocate for our team.

Person specification

We will use the essential criteria below to evaluate you during the recruitment process. Make sure your CV and cover letter details how you meet the criteria.

As an IT analyst you'll have:

• good verbal and written communication skills.
• excellent customer service skills.
• experience in MS Office applications to intermediate level.
• an understanding of IT infrastructure, Networking, and Telecommunications.
• experience of working work with different Stake Holders, both internal and external, tailoring your communication accordingly.
• ability to manoeuvre and assemble (or disassemble) computer equipment and peripherals at various desk locations or general office areas
• ability to prioritise, multitask, and perform job functions under occasional pressure.
• awareness or understanding of user experience and can identity a solution based on user needs.
• awareness of a Service Desk Environment

Benefits

Alongside your salary of £29,691, Department for Levelling Up, Housing and Communities contributes £8,016 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

We are for everyone 

 

At DLUHC we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We promote equality of opportunity in all aspects of employment and a working environment free from discrimination, harassment, bullying and victimisation. 

 

We would strongly recommend that applicants get in touch with the vacancy manager to find out more information about this role. 

 

We are for everyone 

 

CV and Cover Letter Declaration 

We recruit based on your knowledge and skills, and not background, gender or ethnicity - this is called name blind recruitment. 

  

Please remove references to your: 

• name/title
• educational institutions
• age
• gender
• email address
• postal address
• phone number
• nationality/immigration status

 

You will need to merge your CV and covering letter into one document. When submitting your application Applied will ask you to upload a CV, when doing this you should upload your merged document of your CV and covering letter. 

Most of our campaigns utilise multiple assessors and so it is possible that your application would be viewed by different assessors. 

At sift, through your CV and covering letter we will be assessing: 

• Technical
• Experience

Your covering letter should be no more than 1 page referencing how you meet the criteria set out in the job description.

The interview will be of a blended nature consisting of the following success profiles elements:

• Technical
• Experience
• Behaviours: managing a quality service, delivering at pace 

In full the campaign will test the below Success Profile Elements:

• Technical
• Experience
• Behaviours: managing a quality service, delivering at pace 

Experience questions will be based around the essential skills and criteria as listed in the job description.

Technical questions will be based around the essential skills and criteria as listed in the job description.

We do not consider direct CV applications – you must apply for this role via the application link on Civil Service Jobs: 

Please note that near miss offers may be made at the lower grade to candidates who do not meet the grade criteria for this campaign.

EO salary

• The salary for this role is £29,691 (London).
• For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable.

Benefits 

Transfers across the Civil Service on or after 4 October 2018: 

Any move to DLUHC 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. 

For further information about the benefits available to DLUHC employees, please see the attached Candidate Pack. 

Location: London

There may be opportunities for candidates to work flexibly depending on the business needs. This will be discussed with the vacancy manager on a case-by-case basis if you are successful for the role. 

Sift and Interview dates

Sifting is envisaged to take place the W/C 22nd of July 2024 with interview dates to be confirmed. All interviews are currently being held remotely via videocall. 

Reserve List 

In the event that we identify more appointable candidates than we currently have posts available, we will hold applicant details on a reserve list for a period of 6 months from which further appointments can be made. This may include roles at a lower grade. Candidates placed on a reserve list will be informed of this. Those candidates who do not wish to remain on the reserve list should contact recruitment@levellingup.gov.uk to be removed from the reserve list. 

CTC (Counter-terrorism Clearance):

Important note

Successful candidates for roles based in our 2 Marsham Street building must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check  – this requires you to have been resident in the UK for the past 3 years and the process can take up to 8 weeks to complete. Please refer to the DLUHC Notes on Security Clearance section of our Candidate Pack for further information on Counter Terrorism Clearance (CTC).

Candidates should also note that with effect from 1st August 2018 the department will also check all applicants who are successful at interview, against the Internal Fraud Database (IFD) held by the Cabinet Office. In accordance with the Civil Service Internal Fraud Policy, any applicant who is included on the IFD will be refused employment by DLUHC. Please see the Candidate Pack for further information on the Internal Fraud Database.

Before starting your application it’s very important to make sure that you are eligible to apply and meet the Civil Service nationality requirements. All candidates are expected to read the information provided in the DLUHC candidate pack regarding nationality requirements and rules

Candidate Pack Information

Please see attached Candidate pack for further information.

Internal Fraud Database

The Internal Fraud function of the Fraud, Error, Debt and Grants Function at the Cabinet Office processes details of civil servants who have been dismissed for committing internal fraud, or who would have been dismissed had they not resigned.The Cabinet Office receives the details from participating government organisations of civil servants who have been dismissed, or who would have been dismissed had they not resigned, for internal fraud. In instances such as this, civil servants are then banned for 5 years from further employment in the civil service. The Cabinet Office then processes this data and discloses a limited dataset back to DLUHC as a participating government organisations. DLUHC then carry out the pre employment checks so as to detect instances where known fraudsters are attempting to reapply for roles in the civil service. In this way, the policy is ensured and the repetition of internal fraud is prevented.

For more information please see- Internal Fraud Register

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 counter-terrorist 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.