Service Desk Analyst, Apprentice Darlington, North East England
Job description
Details
Reference number
Salary
Job grade
Administrative Officer
Contract type
Business area
Type of role
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
We encourage applications from a diverse range of candidates
At DfE, we are proud of the commitment we make to diversity and inclusion and of the progress we have made. We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them. We are continuing to build a diverse DfE, in an inclusive environment which nurtures and realises potential in all, at all levels. Equality and Diversity - Department for Education
At the Department for Education, we work to achieve a highly educated society in which opportunity is equal for all, regardless of background or family circumstances. Our remit has broadened considerably in recent years and today we are responsible for education, children’s services, higher and further education policy, apprenticeships and wider skills in England and equalities.
As we strive to provide world-class education, training and care for everyone, data will play a key role in achieving this vision; with a data-led DfE, we know that responsive and confident decision making will lead to better outcomes for all children, young people and adults.
Job description
Responsible for interacting with external customers (local authorities and schools).
Performing tasks such as taking calls, making telephone calls (at peak times this can be extremely high volumes) dealing with Service Request Forms (SR Forms) from external customers and trying to resolve their queries, escalating any issues to their manager.
To provide efficient, customer focused Service Desk support service to data providers.
To collect and process complex survey returns, analysing origins of errors in returned data. Contacting relevant data providers to explain problems and obtain corrective information. This must be completed according to Data Operations procedures and quality standards, in order to ensure the delivery of datasets to the quality and timescales specified by internal customers in their requirements.
To provide support to additional (temporary) administrative staff brought in to manage peaks in periods of operational activity. Ability to work flexibly due to the nature of the work on the Service Desk.
As this role includes completion of the Business Administration Apprenticeship (Level 3) please check the eligibility requirements below using the apprenticeship standard: www.instituteforapprenticeships.org/apprenticeship-standards/
- You must have lived in the UK and/or EU for 3 years prior to apprenticeship start date and not be undertaking another apprenticeship at the same time.
- You already have some of the skills and knowledge that is covered in the contents of the apprenticeship standard.
- You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills and Behaviours) of the apprenticeship standard.
Please note: This is a Level 3 qualification, please do not apply if:
- You already have all the skills and knowledge that is covered in the contents of the apprenticeship standard.
- You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills and Behaviours) of the apprenticeship standard.
You have a degree (or equivalent) in Business Administration
Part of this apprenticeship is to complete a level 2 English and Maths functional skills qualification. If you have already achieved GCSEs in English and Maths at Level 4 (grade C) or above, you will not need to complete the functional skills qualification.
At the enrolment state, the individual's eligibility will be checked by the training provider
Person specification
You will be working in a fast-paced environment within a high-profile area. The team delivers a wide range of information and statistics on children and schools required for making funding allocations, policy development, and to drive accountability and parental choice.
As such, it is vital that you are able to quickly orientate yourself within a dynamic team, working at pace to ensure policies, statistics and funding are delivered with accuracy.
Essential Criteria:
- Ability to speak to people over the telephone and face to face
- Capability to prioritise workload, take ownership and responsibility for own work
- Ability to follow instructions accurately
- Ability to work as part of a team
- Accuracy and attention to detail, both numerical and written
Desirable:
- Knowledge of Microsoft CRM Dynamics
- Knowledge of COLLECT.
Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision.
Benefits
Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.
As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.
You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.
We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.
Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances, but must be agreed with the line manager and in line with the requirements of the role.
Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.
As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.
Things you need to know
Selection process details
Application
As part of the application process, you will be asked to submit a CV and 750 word personal statement which will be assessed against how you meet the essential criteria detailed in the advert. At sifting stage, if a large volume of applications are received, we will sift using the lead essential criteria..
Interview
We will asses experience against the essential criteria.
Feedback will only be provided if you attend an interview or assessment.
Other Information
We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.
Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.
The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.
For this role the department would not consider sponsoring a Certificate of Sponsorship/visa. Please note we are unable to offer advice on any Visa and Immigration cases.
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 recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing [email protected] stating the job reference number in the subject heading.
Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.
A reserve list may be held for a period of 6 months from which further appointments can be made.
Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.
New entrants are expected to join on the minimum of the pay band.
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.
Terms and conditions of candidates transferring from ALBs and NDPBs
Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.
Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.
Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.
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. If you need a change to be made so that you can make your application, you should:
Contact Department of Education via [email protected] 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.
Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
