Enhanced User Support Officer London, England
Job description
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Salary
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Business area
Type of role
Information Technology
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Contents
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About the job
Benefits
Things you need to know
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Location
About the job
Job summary
Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food & farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.
Digital, Data and Technology Services (DDTS) is the trusted team for digital across the entire Defra Group.
We have around 1,200 colleagues across DDTS and our ambition is to make it easier and faster than ever for people to interact with Defra. If you are ready to drive innovation and push boundaries, we want to hear from you. Join us and together we will create a great place for living, and a green and healthy future for all.
Find out more about us:
Defra Digital Blog
DefraJobs
Job description
The role will be varied and stretching covering an extensive range of IT challenges and opportunities in the areas of Service Integration, Incident Management and Request Fulfilment in a dynamic and diverse multi-stakeholder IT environment.
Key responsibilities include providing support to Defra’s most business-critical roles and secretariat with general IT issues. We are seeking someone who can introduce new technology and ways of working (such as Video Conferencing and modern collaboration tools). You will be providing both on site and remote IT support to Defra’s business critical staff.
Please be aware that whilst this role usually conforms to standard office hours during Monday –Friday, there may be a requirement to work out of hours during critical business periods.
Please note that this post is London based.
Person specification
Responsibilities
Provide on-site IT technical support to Defra’s enhanced users, to ensure faster access to fixes and minimise disruption to these users.
Acts as the routine contact point for enhanced users, communicating with the Defra IT Service Desk and suppliers in resolution of issues and requests.
Establish relationships with enhanced users maintaining a visible presence and exemplary levels of customer service.
Liaising with both internal and external stakeholders and suppliers to ensure a quality service to Defra’s enhanced users.
Being an escalation point for this group of key staff and owing issues through to resolution whilst working in collaboration with the DDTS Escalations team and Defra’s IT supply chain to minimise disruption to enhanced users.
Identifying continual service improvement opportunities in your subject matter area to improve procedures, minimise reoccurrence of issues and improve the end-user service and experience.
Supporting enhanced users with new technology and applications, producing documentation and knowledge base articles to support effective operation of this area for all suppliers and customers and providing advice and guidance.
Skills and Experience
Ability to deal effectively with senior customers within an IT support, Service Desk or similar type of environment to provide an outstanding customer experience.
Excellent interpersonal skills, clear and concise communication skills and confidence in dealing with staff at an executive level in pressured environments. Discretion and confidentiality is paramount.
Ability to articulate technical information to a range of different audiences to ensure it is easily understood, such as to customers, end-users, suppliers and senior managers.
IT technical knowledge and problem-solving skills across a range of IT areas such as desktop/laptop hardware, software, VPN and cloud-based solutions to provide at-desk resolutions.
Ability to manage and prioritise own workload and recognise urgent or significant issues that would require more senior visibility or more urgent action.
Experience in using ITSM tooling and specific dashboards to ensure visibility of issues affecting customers and acting on any issues promptly to ensure minimal disruption.
Selection Process
The Civil Service marks each element of the selection process on a merit basis. You can visit the gov.uk website for further information on the Civil Service rating scale.
Ensure you have tailored your CV and Personal Statement to the 'Responsibilities' and 'Skills and Experience' section of the job advert by providing examples on how you are suitable for the role using the STAR method.
For further information on STAR, you can check out our Hints and Tips document.
Application
As part of the application process, you will be assessed on your Experience and will be asked to complete:
- A CV
- A 750-word Personal Statement: "Referring to the 'Responsibilities and Skills and Experience' sections of the job advert, please demonstrate how you are suitable for the role by providing relevant examples."
Sift
Sift will begin shortly after the advert closes.
Should there be a large number of applications, an initial sift will be conducted using your personal statement.
Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Interview
If successful at sift stage, you will be invited to interview where you will be assessed on strengths, and the behaviours and technical skills listed below.
Interviews will be held in mid July. Please note that these may be subject to change.
Interviews will be held virtually on Microsoft Teams.
For further information on Success Profiles, please visit the links below and watch our videos on DefraJobs.
Behaviours
Experience
Technical
Strengths
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Technical skills
We'll assess you against these technical skills during the selection process:
- IT Desktop Support
- Collaboration Tools and Software
Benefits
- 25 days’ leave (rising to 30 days over 5 years) plus bank holidays
- A Civil Service pension with an average employer contribution of 27%
- A day off per year for the King's birthday
- Access to a range of retail discounts through the STaR platform (these include supermarket, tech, gym, holiday, phone and more)
- Flexible working options such as condensed hours, part-time and flexi time
- 3 paid volunteering days per year
- Funding for professional membership of a recognised professional body
- Learning and development tailored to your role and budget for training or qualifications
- A culture encouraging inclusion and diversity
- Cycle to work scheme
- Health cash plan to help you manage health costs for a reduced monthly fee
- Access to the Employee Assistance Programme 24/7 that provides support to you during any times of stress or difficulty
- Free access to Headspace for wellbeing
- Season ticket loan for public transport
Equality, Diversity and Inclusion (EDI)
We celebrate and act on equality, diversity & inclusion at Defra.
We welcome and encourage candidates from all backgrounds and with a range of diverse experiences. We do not tolerate discrimination, bullying, harassment, victimisation, or negative stereotyping.
We treat all employees at all grades with value and respect to create an inclusive working environment. We celebrate individual differences and aim to cater to diverse needs.
You can read more in our Diversity and Inclusion strategy. You can also find out about our latest publications by visiting our Defra DDTS LinkedIn page - Defra digital, data and technology
Check our the video below from Jane McGeagh, Chief Operating Officer on why DDTS at Defra is a great place to work.
Blended Working
Defra operates a blended working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.
Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending minimum of 40-60% in the workplace, unless exceptional circumstances apply and/or you are a contractual home worker.
Things you need to know
Selection process details
For further information on the selection process for this role, please refer to the Person Specification section of the job advert.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Salary
New entrants to the Civil Service are expected to start on the minimum of the pay band. The internal roles rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.
Location
Defra operate a blended working policy subject to business need. There is flexibility to split working week, spending minimum of 40-60% in the workplace, unless exceptional circumstances apply and/or you are an existing contractual home worker.
Please be aware that this role(s) will be contractually based in a Defra group workplace/office. The successful candidate is required to carry out all their duties from a UK location, and cannot do so from an overseas location at any time.
If you are successful in your application and your base working location is London, please be aware that Defra’s Nobel House Office at 17 Smith St, London will be closing in December 2023.
This means that Defra new joiners will be located alongside existing colleagues in offices a short distance away from Nobel House in our other office at 2 Marsham St, London.
To work from 2 Marsham Street, you will require the higher level of CTC clearance. Therefore, confirmation of appointment to the advertised post will be dependent upon successful CTC clearance being confirmed as part of pre-employment checks.
Visa Sponsorship Statement
Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
- Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Criminal Record Check
If successful and transferring from another Government Department, a criminal record check maybe carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognize in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
Internal Fraud Database Check
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Childcare Vouchers
Any move to Defra from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility on the Childcare Choices website.
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
