IT Support Analyst
Role details
Job location
Tech stack
Job description
As an IT Support Analyst, you will be providing exceptional experiences and customer service to all our business users in the delivery of IT incident, IT problem and service request management, working closely with the IT system Engineers.
Your responsibilities will include, but arent limited to:
- Manage IT incidents and Service Requests through to resolution within agreed timeframes.
- Provide first line response and resolution to internal and external customer incidents and queries (by phone, email, chat, in person and more) for all IT systems and devices.
- Capture and update call information within the IT Service Management tool.
- Create, maintain, review and share knowledge documentation.
- Remain technically adept with IT platforms, equipment, and IT applications used.
- Configuration, packaging, and distribution of IT equipment to customers.
- Capture frequent and quality data updates to key system information (including systems and devices).
- Contribute to and partake in high priority incident management activities., Operational Delivery Profession (ODP) is the largest and most diverse professional community across the Civil Service. Many of us will have an association with several professional communities or specialisms, ODP applies to all public facing roles / or a role that is primarily aligned to supporting the work of those with public facing roles. All critical to the delivery of UK public services., We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Communicating and Influencing
- Working Together, At interview stage, you will be assessed against the following Success Profile elements:
- Behaviours
- Managing a Quality Service
- Communicating and Influencing
- Working Together, As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes., All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:
Hate speech or discriminatory behaviour
Threats or acts of violence
Illegal activity or substance misuse
Sexually explicit material
Extremist views or affiliations
Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public.
Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. Its not about judging your personality or lifestyleits about checking for potential red flags that might affect the role or company culture.
If you have questions or concerns about the social media check, we would be happy to explain in more detail whats being looked at and how your data is handled securely and fairly.
Feedback 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 .
See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * 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)
- 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
Requirements
Do you have experience in Presentation skills?, To be successful in this role you will need to have the following experience:
- Experience in an IT Support environment (comfortable using phones and IT systems).
- Ability to remain calm under pressure, be empathetic and confident in understanding when to escalate work, with strong resilience skills.
- Experience with IT including Microsoft packages Word and Excel.
- Understanding of Information Technology Infrastructure Library (ITIL) Principles, terminology and processes., * Experience in an IT Support environment (comfortable using phones and IT systems).
- Ability to remain calm under pressure, be empathetic and confident in understanding when to escalate work, with strong resilience skills.
- Understanding of Information Technology Infrastructure Library (ITIL) Principles, terminology and processes.
Should a large number of applications be received, an initial sift may be conducted using the lead Success Profile element, Experience in an IT Support environment (comfortable using phones and IT systems).
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview., + Understanding of Information Technology Infrastructure Library (ITIL) Principles, terminology and processes.
Benefits & conditions
£30,485 The successful candidate will be required to participate in an out-of-hours on-call rota once they are suitably trained and experienced, including evenings, weekends, and bank holidays; attracting an allowance of £3,000 per annum A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £30,485, Maritime and Coastguard Agency contributes £8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
- 8 Bank Holidays plus an additional Privilege Day to mark the Kings birthday.
- Access to the staff discount portal.
- Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
- Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- Flexible working options where we encourage a great work-life balance.
