About the job

Job summary

We are looking for an enthusiastic and self-motivated Service Desk Analyst to join our busy team, this is an exciting opportunity to work in support of an operational unit. The successful candidate will have experience in an IT based role and will be comfortable working in a high tempo environment, within a highly driven team and is used to delivering at pace after understanding the needs of the user community.
This position is advertised at 37 hours per week on a shift working basis, this consists of 3 different shifts patterns which attracts a regular shift allowance of 12.5%.

Strategic Command is going through a significant transformation programme which aims to improve the way the Command conducts its business and delivers for Defence and the nation. As a consequence of this, all posts within Strategic Command Headquarters and in time the wider organisation, are/will be subject to review and potential changes as we continuously improve across the period of the transformation programme. These changes may be minor or could be more substantive and will generate new opportunities.  Throughout, the Command’s transformation programme is committed to following the MOD’s framework on managing and supporting people through the change process and places an emphasis on early and open consultation and engagement with the Command’s personnel and Trade Unions. 

Where business needs allow, some roles may be suitable for a combination of office and home-based working.  This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements. 

Job description

An exciting opportunity has arisen to be part of busy service desk where your support will reach further. As a vital first port of call on our Service Desk, you'll provide technical support across a huge range of bespoke ICT systems and services. You'll field all sorts of incidents from users in all kinds of places - acting swiftly to log, process, investigate and diagnose each issue as efficiently and effectively as possible. Communication will be key, because each new challenge will see you keeping customers updated, while working with colleagues to find and deliver the right solution. We are always focused on customer service, on being reliable, responsive and building relationships. In this role, you'll be a big part of that, ensuring issues are resolved and helping us build trust in our reliable service. You'll bring out your flair for problem solving as well as being resourceful, flexible and methodical, you'll thrive in our fast paced and busy team. You will enjoy looking further to find inventive solutions to new problems, and you will be an effective organiser and a natural communicator. You will have a broad technical knowledge of remote working technologies and Microsoft applications. While an understanding of priority classifications, SLAs and the ITIL Framework would also help however this is not essential. All our employees must be security cleared before joining, therefore, you'll need to undergo a vetting process if successful in your application.

Person specification

As a Service Desk Analyst, you will:

• Able to deal with and interact with users who are often in high pressure environments and be able to do so in a calm and professional manner.
• Use Active Directory and other system tools to manage accounts, conduct password resets, account lock outs and confirm user identity/rights to access.
• Use remote access tools in order to provide first line investigation.
• Provide assistance to Information Managers in maintaining Access Management (permissions, opening and closing of accounts etc).
• Able to troubleshoot different system faults or issues promptly, using scripts and guidelines set our by the Service Desk Team Leader and policy issued by the group.
• Use written and verbal communication skills to systems users, key resolver groups and external agencies.
• Conduct desk side support visits to the user community to fault find issues.
• Able to rectify and assist the user with issues experienced on MS Office
• Prioritise incidents in accordance with the Priority Matrix and Service Desk Team Leader’s direction.

Benefits

Alongside your salary of £24,040, Ministry of Defence contributes £6,490 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.

Candidates will be required to provide a 500 word statement of suitability. Please provide evidence of experience and qualifications relevant to the role.

At application you will be assessed on the following behaviours:

• Leadership
• Managing a Quality Service
• Changing and Improving
• Communicating and Influencing

At Interview you will be assessed on the following behaviours:

• Managing a Quality Service
• Changing and Improving
• Communicating and Influencing

All applications will go through an initial sift. Those successful candidates will be invited to an attend an interview.

The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.  

If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3@mod.gov.uk

As a result of the changes to the UK immigration rules which came into effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points-based system, where a role has been deemed to be business critical.

The role currently being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer of employment withdrawn.

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 developed vetting (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

Open to UK nationals only.

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.