About the job

Job summary

We’re looking for exceptional Service Desk Analysts to join our 24/7 Customer Support team and help us make a difference to our planet.

Job description

This job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work.

Our opportunity is full time, 37 hours per week shift work based in Exeter HQ.

We invest in our people to unlock their full potential. As our Service Desk Analyst - Customer Support 24/7, we will support you to develop and thrive to be the best you can be.  We champion positive physical and mental health in the workplace and are committed to being an inclusive organisation, providing a working culture that actively values an equal and diverse workforce. 

Who we are

We provide critical weather services and world-leading climate science to deliver extraordinary impact and benefit across the globe. Our work helps people make better decisions to stay safe and thrive.

Together:

• We’re a force for good - focusing on our environmental and social impact
• We’re experts by nature - always learning and developing to do things better
• We live and breathe it - putting our purpose at the heart of decision-making
• We’re better together - understanding partnerships and inclusivity make us greater
• We keep evolving - pushing boundaries to make tomorrow better for our customers

Find out more about our values - https://bit.ly/3fokaRD

Job Purpose

We are looking to recruit a 24/7 Customer Support Advisor. You will assist in delivering a world class customer service using our IT Service Management tool ServiceNow to manage customer interactions via phone and email. Working in this continuous changing environment, with global customers (both commercial and members of the public) you'll tackle a range of questions, which requires you to actively listen, and have a genuine level of empathy in times of distress or frustration.

As our Service Desk Analyst - Customer Support 24/7, your key duties will be to handle questions about weather forecasts and climate as well as helping to manage and resolve operational IT by working closely with our IT Operations and Service Management Teams.

Shift-working details: The 24/7 post has a roster pattern which is issued 8 weeks in advance and is typically made up of four 12 hours shifts: Day (7am - 7pm), Day (7am - 7pm), Night (7pm - 7am), Night (7pm - 7am). These four shifts are followed by four days off. This 8 day pattern means your working days are different each week. We aim to give 24/7 shift workers some shorter week day shifts to attend training, team meetings and pursue personal development opportunities throughout the year.

Person specification

Essential Qualifications, Skills & Abilities

1. Ability to communicate effectively and empathetically with a diverse range of internal and external customers.
2. A general knowledge and interest across all aspects of IT, with a willingness to evolve these skills to improve the customers experience.
3. An enthusiasm for problem solving and an interest in developing these skills further, along with an eagerness to take ownership of customer issues.
4. Ability to work under own initiative and prioritise workload.
5. Team player with a 'better together' ethos, able to actively listen to colleagues, respect and contribute to ideas and aim to continuously improve the way we work together.

Benefits

Alongside your salary of £22,852, Met Office contributes £6,170 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

If you share our values, we’d love to hear from you. Apply below using your CV and a Cover Letter/Supporting Statement which evidences how you meet each of the essential criteria - we recommend candidates use the CARL (Context, Action, Result and Learning) method for presenting evidence of skills.

Closing date 26/03/2024 at 23:59 with virtual assessments on 17/04/2024 and interviews commencing from 24/04/2024. You will hear from us once the closing date has passed.

If successful, please note we are unable to offer expenses for travel to your normal place of work. Please ask at interview if you would like extra clarity on how often this requirement is likely to be.

How we can help:

If you are considering applying and need support to do so, please contact us via Careers@metoffice.gov.uk You can request adjustments either within your application or by contacting us. Should you be offered an interview, please be aware there may be a selection exercise which could include a presentation, written test or a scenario-based activity. You can select in your application to be considered under the Disability Confident Scheme. To be invited to interview/assessment under this scheme, your application must meet the essential criteria for the role.

We understand that great minds don’t always think alike and as an equal opportunities employer we welcome applications from those with all protected characteristics. We recruit on merit, fairness, and open competition in line with the Civil Service Code.

We can only accept applications from those eligible to live and work in the UK - please refer to GOV.UK for information. We require Security clearance, for which you need to have resided in the UK for at least 3 of the last 5 years to be eligible. You will need to achieve full security clearance within your first 6 months with us.

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.