About the job

Job summary

Want to work at the cutting edge of environmental science research?  Passionate about making a difference and playing your part in tackling the climate and nature crises? Forest Research (FR) is a leading UK scientific research organisation that provides impactful scientific data, evidence and advice to policymakers and practitioners. Internationally recognised, we want to work with people who have the skills and passion to deliver impactful science which informs practical solutions across the sector.

We’re small enough that your voice is heard, yet large enough, as part of the Forestry Commission, that we have everything on hand to get the job done, as well as a variety of career pathways.  Our staff are dedicated to their work and sharing it with others to bring positive change for our natural environment.  With locations across the UK, you will find us a flexible and inclusive employer who promotes agile working to help you manage your work life balance. If you want to be a part of a growing organisation that makes a difference, find out more at Homepage - Forest Research

There are approximately 400 people working in a broad range of roles delivering diverse business functions. These include research, finance, human resources (HR) and general administration. FR has two primary sites at Roslin near Edinburgh in Scotland and Alice Holt near Farnham in the South of England. In addition, there are twelve research outstations geographically spread across the UK.

High quality, secure Information Services are essential to ensure FR meets its corporate targets, while providing our researchers with an environment that is flexible enough to support their work. To enable this, the BAU support team provide a focal point for FR IS and support the continued development of IT services within the business to enhance the working environment, optimise the use and delivery of knowledge and ultimately enhance the service we provide to our customers.

This is an exciting time to join FR and will provide the successful candidate with an opportunity to be involved in an important programme of work.  This post will be part of the FR Information Services Team and the successful candidate will report to the Technical Service Manager.

Job description

The IT Support Officer is a customer-facing role and is the first point of contact for our user/customer base. They will work and liaise with other members of the IT team; provide first, second and to a lesser extent third line support to FR’s desktop, applications and server infrastructure; Implement changes in line with the agreed approval process and be responsible for computer desktop provision and ongoing maintenance of the desktop estate.

Key Work Areas: 

• Respond to user/customer queries with an open mind and to provide a friendly, timely and efficient service (ensuring resolution within agreed SLA targets). This may involve working with third parties or escalating the issue as required, with the customer kept abreast of developments throughout the lifetime of the call.
• Be responsible for the business as usual (BAU) administration of FR’s directory system including the verification, provision, restriction and removal of user privileges /access rights; ensuring Confidentiality, Integrity and Availability are maintained. They will also maintain roles and security groups.
• Setup and configure computer equipment, phones, printers and peripherals and provide ongoing maintenance and support. This includes providing support to business systems, network (LAN, WLAN and WAN) connectivity, audio / visual equipment, video conferencing units and telephony (including administration). There will be a requirement to test and package software for deployment.
• Document and record resolution procedures to contribute to the knowledge base.

Person specification

Essential Criteria:

• Extensive knowledge of Microsoft Windows (7 and 10), Microsoft Office and Microsoft Active Directory (Azure).
• Experience in a first and/or second line technical support position. Familiarity with desktop and application support principles and techniques.
• Experience of communicating with a range of stakeholders with varying levels of IT knowledge and technical ability.
• Familiarity of the structures and processes that exist within an IS service organisation, with experience of working in a complex ITIL based multi-discipline, multi-team environment.
• A demonstrable understanding of a Service Desk environment and the importance of meeting service targets.
• Travel to other FR sites will be required and may involve extended periods of working away from home. Due to the location of some of these sites, a driving license is essential.
• Friendly, approachable and flexible in approach with a good grasp of customer service principles.
• Working hours are 0900 - 1700 due to service needs.  Working outside of normal hours may be required on occasion in response to specific  incidents or service requirements.

Desirable Criteria:

• An understanding and appreciation of IT self-service.
• An understanding of Cloud and Hybrid-Cloud solutions.
• Experience supporting audio / visual, video conferencing and telephony.
• Experience working in a public sector body, particularly with a research focus.
• Membership of relevant professional body and/or evidence of continued professional development in respect to IS.
• Experience of dealing with third parties to facilitate successful resolution of incidents.
• Training in customer service or experience in a customer service environment.

Benefits

Alongside your salary of £29,863, Forestry Commission - Forest Research contributes £8,063 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 and Experience.

Sift:  29th April 2024          
Interview:   1st / 2nd May 2024

Applicants who attend interview will be required to undertake a short technical test.

If a large volume of applications is received, then we will sift on Experience/Technical Expertise and the Lead Behaviour, Managing a Quality Service.  However, candidates will be expected to answer questions on all Behaviours at the interview stage.  

Candidates who are judged to be a near miss at interview may be considered for other positions in Forest Research which may be at a lower grade but have a potential skills match.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, 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 further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

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. 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.