About the job

Job summary

The United Kingdom Hydrographic Office (UKHO) is a world leading hydrographic agency that has been helping people safely navigate the oceans for over 200 years. You will be joining the Technology Operations team as Request Management Analyst, tasked with the responsibility of the logging, management and delivery of Technology Service Requests, keeping customers updated and informed of their progress, ensuring we keep our stakeholders and customers fully up to date. This is an exciting opportunity for collaborative and customer serviced focused people to have an impact on how the Request function is managed thriving environment.

As the Request Management Analyst, you will serve as an essential function and a key role in the efficient and effective delivery of all IT Service, Project and Change Requests. You will act as the first point of contact for all technology Service Requests from teams from across the business, each with a unique speciality. There is a huge variety of requests at UKHO, giving a glimpse into the important and fascinating work that is carried out here.

We pride in keeping our teams up to date with the latest technology, providing opportunities to learn and develop in keys areas to help you progress in your career. You will work alongside some extremely knowledgeable colleagues from whom you will learn and add to your experience in within Technology Operations.

You will have a great impact to assisting users from all over the business, answering questions, giving advice and supporting them in the work that they do.

To find out more about work and the organisation follow these links:

https://medium.com/uk-hydrographic-office

https://twitter.com/UKHO

https://ukhodigital.blog.gov.uk/

https://www.gov.uk/government/organisations/uk-hydrographic-office/about

Hybrid Working Expectations

Our team are mainly office based and there will be an expectation of 3 working days in the office. There will be a minimum 2 week period that will require in office attendance 5 days initially, to allow time to learn the role  and see how the wider service desk and service delivery teams operate.

Please note our Policy on informal hybrid working (arrangements available as agreed with the line manager) applies within the UK, and does not extend to working overseas.

Job description

• You will monitor, log and report on actual service provided as part of the wider IT Service Operations team.
• You will oversee the logging of all business service and change requests. This includes planning and initiating the required work items and other activities required to progress and deliver the request. Requests may raised be via the service catalogue, e-mail or telephone.
• You will be responsible for prioritising and monitoring urgent requests, seeking business justification where necessary.
• You will provide detailed personal advice and guidance to all users in the effective use of the service catalogue system, the selection and/or specification of the appropriate services to meet their need, involving specialist colleagues to assist as appropriate.
• You will liaise with customers – providing a single point of contact for customers about requests, including responding to customers requesting updates and more general queries on the status of outstanding work, giving regular and timely updates to the customer concerning the progress of their request.
• You will be required to liaise with other teams within the Technology Division to facilitate/expedite the delivery of requests. Completing activities assigned to the Request Management queue.
• You will perform daily, weekly, and monthly tasks as required to enable a smooth-running service. This includes generating repeat requests, progress chasing, and reporting on the service provided in operational meetings.
• Manage the day-to-day Request Management processes, looking at continuously improving the service offered by the Request Team.

Person specification

Please note that we will only score against the sift and interview criteria and not the essential and desirable information below.

• Experience working in a professional Service Desk environment.
• Proven excellent customer service skills.
• Familiar with the use of request logging and tracking tools and associated knowledge functions.
• Proficient in the use of the Windows tool set provided to UKHO staff including laptops, printers, scanners, mobile phones.
• Working knowledge of the Windows administrative tools e.g., Active Directory/SCCM
• Familiar with Service Request processes within ITIL v4

Benefits

Alongside your salary of £29,539, UK Hydrographic Office contributes £7,975 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.

How to Apply:

By clicking "Apply Now" at the bottom of this page, you will be asked to upload your anonymised CV and complete Statement of Suitability of up to 750 words.

Timeline:

• Advert Closes for applications: 26th February 2024
• Shortlisting: week commencing 26th February 2024
• Interviews: week commencing 4th March 2024

 

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

 

Sift/Shortlist Criteria:

All applications are processed anonymously. Your CV and Statement of Suitability will be scored together against the above Person Specification.

Interview Criteria:

 

You will be interviewed against the following criteria:

 

Civil Service Behaviours Level 1:

• Managing a Quality Service
• Seeing the Big Picture
• Working Together

 

Experience:

• Experience of working in professional Service Desk environment.

• Experience of using the Windows Toolset.

• Experience of providing excellent customer service. 

 

See here for further information: Success Profiles - Civil Service Behaviours (publishing.service.gov.uk)

 

Process: 

 

• Single Stage Interview via TEAMS. You will be contacted to book a suitable slot if you are shortlisted (see our Candidate Pack for further information)
• Interview will be with a panel of no more than 3 people and will last approx. 45 mins

Onboarding Checks:

In the event you are offered a role with us, you will be required to go through Basic Personnel Security Standard (BPSS) checks which will include Employment and Right to Work Checks. You will also need to apply for SC (Security Clearance), but you may be able to start your role before gaining this. Please see our attached Candidate Pack for further details and Terms.

SC – non reserved
This is a Ministry of Defence non-reserved post and although open to UK, British Commonwealth and European Economic Area nationals, successful applicants will require a security clearance (SC) and therefore need to have resided in the UK for a minimum of 12 consecutive months within the last 5 years

Eligibility

Due to the secure nature of our work, there may be eligibility restrictions if you hold dual nationality or are not a British Citizen. We will consider each application on a case-by-case basis. We will ask you in our application form to confirm your place of birth and details of any dual or previous nationalities.

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.