Part Time IT Support Officer Roslin, Scotland
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Location
About the job
Job summary
Want to work at the cutting edge of environmental science? Passionate about making a difference and playing your part in tackling the climate and nature crisis? Forest Research is all about giving top quality evidence and advice to policymakers and practitioners to make a positive impact on the ground. Internationally recognised, we need people who have the skills and passion to work on excellent science and provide practical solutions for nature.
We’re small enough that your voice is heard, yet large enough, as part of the Forestry Commission, that we have everything on hand to get the job done, as well as a variety of career pathways. Our staff are dedicated to their work and sharing it with others to bring positive change for our planet. And you will find us a flexible and inclusive employer, so you can have a work life balance that is tailor-made to your circumstances. So whether it’s climate or carbon, pests or pathogens, behaviour or biodiversity that interests you, you can be assured of a warm welcome to the team. To find out more, visit forestresearch.gov.uk.
There are approximately 300 people working in a broad range of roles delivering diverse business functions. These include research, finance, human resources (HR) and general administration. FR has two primary sites at Roslin near Edinburgh in Scotland and Alice Holt near Farnham in the South of England. In addition, there are twelve research outstations geographically spread across the UK.
High quality, secure Information Services are essential to ensure FR meets its corporate targets, while providing our researchers with an environment that is flexible enough to support their work. To enable this, the BAU support team provide a focal point for FR IS, and support the continued development of IT services within the business to enhance the working environment, optimise the use and delivery of knowledge and ultimately enhance the service we provide to our customers.
This is an exciting time to join FR and will provide the successful candidate with an opportunity to be involved in an important programme of work.
This post will be part of the FR Information Services Team and the successful candidate will report to the IT Support Team Manager..
Job description
The IT Support Officer is a customer-facing role and is the first point of contact for our user / customer base. They are responsible for providing first, second and to a lesser extent third line support to FR’s desktop, applications and server infrastructure.
They will also implement changes in line with the agreed approval process. They will be responsible for computer desktop provision and ongoing maintenance of the desktop estate.
The Support Officer will also work and liaise with other members of the IT team.
Work Areas – What will the candidate be doing?
- To respond to user / customer queries with an open mind and to provide a friendly, timely and efficient service (ensuring resolution within agreed SLA targets). This may involve working with third parties or escalating the issue as required, with the customer kept abreast of developments throughout the lifetime of the call.
- To be responsible for the business as usual (BAU) administration of FR’s directory system including the verification, provision, restriction and removal of user privileges /access rights; ensuring Confidentiality, Integrity and Availability are maintained. They will also maintain roles and security groups.
- Setup and configure computer equipment, phones, printers and peripherals and provide ongoing maintenance and support. This includes providing support to business systems, network (LAN, WLAN and WAN) connectivity, audio / visual equipment, video conferencing units and telephony (including administration). There will be a requirement to test and package software for deployment.
- Document and record resolution procedures to contribute to the knowledge base.
Person specification
Essential Criteria
- Experience in a first and / or second line technical support position. Familiarity with desktop and application support principles and techniques.
- Experience of communicating with a range of stakeholders with varying levels of IT knowledge and technical ability.
- Familiarity of the structures and processes that exist within an IS service organisation, with experience of working in a complex ITIL based multi-discipline, multi-team environment.
- A demonstrable understanding of a Service Desk environment and the importance of meeting service targets.
- Extensive knowledge of Microsoft Windows (7 and 10), Microsoft Office and Microsoft Active Directory (Azure).
- Travel to other FR sites will be required and may involve periods of working away from home. Due to the location of some of these sites, a driving license is essential.
Desirable Criteria
- An understanding and appreciation of IT self-service.
- An understanding of Cloud and Hybrid-Cloud solutions.
- Experience supporting audio / visual, video conferencing and telephony.
- Experience working in a public sector body, particularly with a research focus.
- Membership of relevant professional body and/or evidence of continued professional development in respect to IS.
- Experience of dealing with third parties to facilitate successful resolution of incidents.
- Training in customer service or experience in a customer service environment.
Licences
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Working Together
- Managing a Quality Service
- Delivering at Pace
Benefits
Your career
- Excellent professional development opportunities which are tailored to your role, with paid professional membership subscriptions, mentoring, and Civil Service Learning available to all
- access to world class laboratory facilities, as well as state of the art buildings within forest or science park settings
Your work/life balance
- flexible working options such as: up to two days flexi leave per month, blended working, part-time working, paid special leave, career breaks, and unpaid leave. Parents and carers will be supported to enable you to manage work and family responsibilities
- A generous annual leave allowance of 25 days per year, rising to 30 days after 5 years (pro-rata for part-timers). Plus 2.5 days of additional leave and 8 days’ paid bank/public holidays
Your wellbeing
- Wellbeing support and staff networks and including Mental Health First Aiders, Rainbow Canopy (LGBTQ+) and an Employee Assistance Programme
- We want you to feel part of something bigger and we encourage a community feel in our workplaces, with everything from cookery competitions to Pilates and fell running, plus topical talks at Wellbeing Wednesdays and Feelgood Fridays
- Paid volunteering leave of 3 days per year so you can give back to your community and charitable causes by sharing your skills and time
Your benefits
- a highly competitive Civil Service Pension where employer contributions are up to 26% of your salary
- an employee benefits scheme offering discounts on groceries, gym memberships, holidays, days out, online retailers and high street shops
- Cycle to Work scheme and Interest free loans
- Free parking is offered on-site, alongside electric car charging ports
- With maternity, adoption, and/or shared parental leave there’s the flexibility to have up to 26 weeks full pay, followed by 13 weeks statutory pay and a further 13 weeks unpaid leave. Paternity leave of up to two weeks is available with full pay.
Things you need to know
Selection process details
This vacancy uses Success Profiles
Sift Date is 6 March 2023
Interview date is 13 March 2023 Via Microsoft Teams.
If we receive a large volume of applications, then we will sift on Experience/Technical Expertise and the Lead Behaviour Managing a Quality Service. However, candidates will be expected to answer questions on all behaviours listed at the interview stage.
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.
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
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.
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.
Candidates who are judged to be a near miss at interview may be considered for other positions in Forest Research which may be at a lower grade, but have a potential skills match.
Feedback will only be provided if you attend an interview or assessment.
Security
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).
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