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Job description

IT SERVICE ANALYST

For full details on this role and details of how to apply, visit www.civilservicejobs.service.gov.uk and search for job reference number: 290958. We can only accept applications made via the Civil Service Jobs website.

LOCATION

Within commutable distance of north Bristol.

JOB SUMMARY

Forestry England (https://www.forestryengland.uk/) looks after more land and more trees than any other organisation in the country, shaping landscapes for people, wildlife and timber. It’s a job that never stops growing. Forestry England is an agency of the Forestry Commission (FC).

We have an IT user community of around 1800 people who are geographically spread and delivering a broad range of business functions covering forestry management, timber harvesting, recreation and events management, and management of visitor centres. Excellent IT is essential to help meet our corporate targets and to develop our future we have established a new IT team to design and run the service.

We have developed a modern service based around Cloud, working with new partners, and now are starting to embark on rolling out new projects such as Office 365, modernised client-side environment, and new systems and network infrastructure.

This role provides an ambitious and highly skilled Technology professional with an excellent opportunity to join our IT Service Desk team at an important time as we support our rapidly growing customer base through a period of significant IT transformation.

JOB DESCRIPTION

As IT Service Analyst, you will be responsible for a number of important duties and responsibilities.

As part of a small dedicated Service Desk team, you will be responsible for Managing our Service Desk ticketing system – support requests logged and dealt with or assigned in an appropriate and timely manner, monitoring and managing the flow of tickets logged, ensuring excellent customer service satisfaction and standards are maintained, and working closely with Service Desk and wider-IT team colleagues in the resolution of issues.

Support is provided via our ticketing system, phone, email and remotely, as well as hands on occasionally.

The role also encompasses core tasks such as managing the setup of new starters and leaving staff, fulfilling requests, managing stock, procurement, IT equipment (including the building of, working at the Bristol office 2-3 days per week) and software asset management etc.

Great customer service, demonstratable IT technical troubleshooting skills and exceptional organisation skills are key to this role. We require someone with a strong sense of ownership, who is a keen team player, with demonstratable technical support and troubleshooting skills that have been developed in an enterprise environment.

You will be friendly, approachable, communicative, and adaptable. You will take ownership of issues and embrace new challenges, and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions, share ideas and contribute towards the continuous improvement of our valuable Service Desk function.

This role requires exceptional organisation skills and ability to help keep our Service Desk organised and functioning as smoothly and effectively as possible.

There will also be opportunity to work on mini projects as well as playing a part in supporting various IT transformational projects.

This post holder will ensure Forestry England achieves maximum business benefit from its IT by:

• Troubleshooting and resolving customer IT technical support issues.
• Monitoring and managing support tickets from start to timely conclusion to required standards. Prioritising, escalating, and progressing accordingly.
• Setting up, configuring, and deploying laptops, desktops, iPhones, iPads
• Working closely with 2nd line colleagues as needed to resolve issues.
• End-user systems administration.
• Undertaking standard Service Desk tasks such as processing new staff, leaving staff, requests, procurement etc.
• Being alert to wider issues and emerging patterns.
• Involvement with and supporting delivery of IT projects.
• Maintaining technical documentation and developing and maintaining written guidance as needed.
• Maintaining accurate records and stocks.

PERSON SPECIFICATION

Essential criteria:

• Excellent customer service skills.
• Experience working in an IT Enterprise environment supporting users.
• Strong written and verbal communication skills.
• Friendly, approachable, and enthusiastic.
• Highly motivated, pro-active team player but also able to work very effectively autonomously.
• Ability to work well under pressure and to deadlines.
• Strong sense of ownership and drive to go the extra mile to solve an issue.
• Motivated with a willingness to learn and tackle challenging problems and situations. Be able to really take ownership of technical and non-technical issues and challenges and manage them from start to completion.
• Strong organisation skills, able to prioritise and proactively manage own workload effectively.
• Ensure appropriate standards and procedures are adhered to.
• Experience working with third parties, e.g. for repair of equipment and escalated support issues.
• Daily checks as required within scope of role.
• Willingness to share skills, knowledge, and experience, and develop alongside 2nd line colleagues.
• Ensuring all team and technical documentation is kept up to date and secure.
• Undertaking workflow activities including managing the setup and provision of new starters and equipment, processing leaving staff, fulfilling requests, managing stock, procurement, IT equipment and software asset management.
• Ensuring company and IT policies and procedures are always followed.
• Demonstrable knowledge and experience of as many of the following as possible (training will be provided where required): End-user admin (Active Directory accounts and groups, Azure Active Directory). Service Desk support tools such Lansweeper, Bomgar, Microsoft Endpoint Manager. Mobile device and phone setup and support (iPhone, Jamf & MS endpoint). Client-side OS and application troubleshooting: Microsoft Windows 10 & 11, Microsoft/Office 365, Teams, SharePoint, Defender. Apple MacOS/iOS/iPadOS and Jamf experience welcome. Experience of telephony end-user support such as Microsoft Teams/UC. Desk-side hardware break-fix and repair (Dell laptops, desktops etc). Familiarity with desktop printers. Managed printer troubleshooting (Canon MFD's and Uniflow). Basic networking principals, cabling and patching, DHCP, DNS.
• IT security awareness, supporting team to resolve security and IT incidents.
• Appropriate IT related qualifications and/or 2 years’ experience working within a hands-on and service focussed IT technical arena, as well as evidence of continued personal development.
• Infrequent/occasional UK travel and overnight stays may be required from time to time, as well as infrequent rota cover.
• Moderate lifting and moving of equipment required.
• Occasional out of hours and rota work required. You will be expected to be able to work in the Bristol office a couple of days a week but this may vary as required.

REPORTING LINE

Reports directly to Forestry England IT Service Manager.

STAFF RESPONSIBILITIES

This role does not carry line management responsibilities.

FINANCIAL AND BUDGET RESPONSIBILITIES

This role does not carry budget responsibilities.

BENEFITS

• Genuinely fantastic supportive team and colleagues.
• Opportunity to contribute to significant long term IT transformation and development.
• Ongoing learning and development.
• Blended office/home working environment and flexi time.
• 25 days annual leave (rising 1 day per year up to 30 days per year). Additional privilege days. The option to buy/sell up to 5 days annual leave per year. Volunteering days.
• A culture encouraging inclusion and diversity.
• A range of wellbeing benefits including discounted Civil Service Healthcare, access to an Employee Assistance Programme 24/7, Bike to Work Scheme, plus many more.
• A range of family friendly benefits.
• Excellent additional company benefits such as travel schemes.
• Free entry to our forests.
• Staff discounts.
• Competitive Civil Service pension with an average employer contribution of 27%.

HOW TO APPLY

Closing date is 11.55pm, 19 June 2023.

PLEASE DO NOT APPLY VIA THE INDEED WEBSITE. APPLICATIONS VIA ANY OTHER MEANS WILL NOT BE ACCEPTED. YOU MUST APPLY VIA THE CIVIL SERVICE JOBS WEBSITE ONLY.

For full details of the job and details of how to apply please visit the Civil Service Jobs website (https://www.civilservicejobs.service.gov.uk) and search for job reference: 290958. Please follow the instructions carefully when you apply.

Or copy/paste the link below in full into your browser:

https://www.civilservicejobs.service.gov.uk/csr/index.cgi?SID=am9ibGlzdF92aWV3X3ZhYz0xODU5NjcwJnVzZXJzZWFyY2hjb250ZXh0PTM3OTU5NDMzJnNlYXJjaHBhZ2U9MSZvd25lcnR5cGU9ZmFpciZwYWdlYWN0aW9uPXZpZXd2YWNieWpvYmxpc3Qmb3duZXI9NTA3MDAwMCZzZWFyY2hzb3J0PXNjb3JlJnBhZ2VjbGFzcz1Kb2JzJnJlcXNpZz0xNjg1OTc4NDE4LTgxNWI3MDYwZjFhOTIzYTc1OTIzZDUxY2UyYmI1NmU0ZTkxMzE5Yjk=

Job Types: Full-time, Permanent

Salary: £23,100.00 per year

Benefits:

• Additional leave
• Casual dress
• Childcare
• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Free flu jabs
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sabbatical
• Sick pay
• Store discount
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Bristol

Application deadline: 19/06/2023
Reference ID: 290958