About the job

Job summary

The Opportunity

At the Parliamentary Digital Service (PDS), our Service Desk is at the very heart of the community. We are the first point of contact for the 9,000 people who pass through the corridors each day. From Members of the Houses of Commons and Lords to parliamentary students and the Deputy Prime Minister. We work to ensure that Parliament is provided with the best possible tools and services. 

We are hiring several Service Desk Analysts to join our Digital Customer Services directorate.  This is a key role within the support teams providing high quality customer advice and support remotely via telephone and email, and less often in person, face to face.

Combining strong technical knowledge with good business and advisory skills, Service Desk Analysts undertake a broad range of work in a variety of environments to deliver first-class customer service for the Parliamentary Digital Service.

What You Need

• the ability to engage with a wide range of customers to deliver excellent advice, technical support and solutions
• aptitude to manage challenging customers in a fast-paced environment
• work successfully within a team, whilst upholding the values of equality, diversity and inclusion
• knowledge of mobile devices, software, OS’s and office productivity tools (ie Microsoft Office 365)
• able to come on site 10 days per calendar month and work on a rotating shift basis
• the ability to pass security clearance, backed by the right to work in the UK

Job description

• Provides excellent professional customer service, delivering technical ICT advice and support - remotely via telephone and email, and through the ITSM ticketing system from the Parliamentary Digital Support Desk.
• Combines good business and technical knowledge to understand customers’ issues and needs within the context of Parliamentary business and provides appropriate advice and support to customers on ICT matters.
• Clearly communicates updates, known errors and FAQs, using (and referring users to) relevant knowledge base articles. Explains technical information to users in non-technical terms.
• Provides coaching and advice via telephone or email to help users make more effective use of their ICT products and services, and to select suitable hardware or software to meet their needs.
• Provides an effective interface between the Digital Service, users, and service providers, always acting professionally and delivering excellent customer service with a commitment to exceed expectations.
• Develops and maintains good working relationships with internal/external customers and members of staff and manages customer and technical issues with a genuine sense of urgency.
• Provides primarily first line support and occasional second line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning, and updating incidents and requests for service.
• Applies good analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workarounds where timely fixes are not possible.  Escalating incidents and requests to a higher level where necessary.
• Provides support for the introduction, change and removal of services (through projects and business-as-usual work).
• Takes responsibility for own timekeeping, performance, and the achievement of set targets, working within defined SLAs and adhering to set lunch and break times.

The above list of key responsibilities is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and banding of the post.

Person specification

Criterion 1
Ability to engage proactively with a wide range of customers to deliver excellent advice, technical support and solutions via phone, email, and portal channels.
    
Criterion 2
A good telephone manner with the ability to manage challenging customers in a fast-paced remote telephone support environment.

Criterion 3
Ability to log precise and meaningful tickets while working within defined SLA targets.

Criterion 4
Ability to work successfully within a team, whilst upholding the values of equality, diversity 
and inclusion when supporting colleagues.

Criterion 5
Good knowledge of mobile devices, software, operating systems (Microsoft Windows and Apple Mac OS), and office productivity tools, i.e., Microsoft Office 365.

Benefits

Please refer to our Candidate Information Pack for a full list of our benefits which include:

• up to 35 days annual leave in addition to bank holidays
• generous maternity pay policy up to 6 months full pay
• great pension scheme options (contributory and non-contributory)
• on-site subsidised gym, nursery, catering, post office, travel office and GP
• flexible options including hybrid working and family friendly policies

Things you need to know

Selection process details

How To Apply

Please make sure you're clear on the requirements of the role. These can be found in the Job Description and Candidate Information Pack. You will need to upload a CV and show how you meet criterion 1,2,5. Our application process is anonymous, so please remove any personal information from your CV.

Apply By: 9th April 2024 at 23:55

Interviews: W/C 22nd April

Format: Panel Interview (Remote)

Our Culture

For our people, we provide an amazing opportunity to bring their talents to an institution that sits right at the heart of society in the UK. We are helping to change UK Parliament and strengthen democracy. What matters here is your potential for growth and your commitment to playing your part in our ongoing success.

We are passionate about providing an environment which promotes inclusion, diversity and equality. Regardless of your age, gender, ethnicity, beliefs or any of the other things that make you, you. We welcome applications from people who feel under-represented in the workforce. This includes those who may feel disadvantaged because of their socioeconomic circumstances.

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.