Forestry Commission
IT Service Desk Analyst
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Stoke Gifford, South West England, BS16 1EJ
Job Summary
Forestry England (Link) 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.
We have an IT user community of around 2000 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 targets as a business.
This role provides an ambitious Technology professional with an excellent opportunity to join our IT Service Desk Team.
Job Description
Key responsibilities & accountabilities
As an IT Service Desk Analyst, you will spend your time supporting our staff with their IT questions and queries. Maintaining high standards in customer service by responding in a timely manner and seeing issues through to resolution. You will work closely with other members of the IT Service Desk team and the wider IT Team.
We require someone with a strong sense of ownership, who is a keen team player. 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.
You will make sure that excellent customer service satisfaction and standards are maintained. You will be friendly, approachable, communicative, and adaptable.
You will be responsible for coordinating our Service Desk ticketing system:
- Making sure that the support requests are logged and dealt with or assigned in an appropriate and timely manner
- Monitoring the flow of tickets logged, from start to a timely conclusion
- Be alert to wider issues and emerging patterns
The role also encompasses core tasks such, but not limited to:
- Setup of new starters and leaving staff
- Fulfilling and shipping requests for equipment and software
- Stock coordination including movement of IT deliveries
- Building IT equipment to business requirements
- End user systems administration
- Maintaining accurate records and stocks, using and updating technical documentation as well as developing and maintaining written guidance as needed.
Exceptional organisation skills are key to this role.
Key Responsibilities & Accountabilities
As an IT Service Desk Analyst, you will spend your time supporting our staff with their IT questions and queries. Maintaining high standards in customer service by responding in a timely manner and seeing issues through to resolution. You will work closely with other members of the IT Service Desk team and the wider IT Team.
We require someone with a strong sense of ownership, who is a keen team player. 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.
You will make sure that excellent customer service satisfaction and standards are maintained. You will be friendly, approachable, communicative, and adaptable.
You will be responsible for coordinating our Service Desk ticketing system:
- Making sure that the support requests are logged and dealt with or assigned in an appropriate and timely manner
- Monitoring the flow of tickets logged, from start to a timely conclusion
- Be alert to wider issues and emerging patterns
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The role also encompasses core tasks such, but not limited to:
- Setup of new starters and leaving staff
- Fulfilling and shipping requests for equipment and software
- Stock coordination including movement of IT deliveries
- Building IT equipment to business requirements
- End user systems administration
- Maintaining accurate records and stocks, using and updating technical documentation as well as developing and maintaining written guidance as needed.
Exceptional organisation skills are key to this role.
Person specification
Skills, Knowledge & Experience
Essential professional and technical experience
- Experience in delivering quality customer service to a high standard
- Able to demonstrate a high level of skills in communication, both written and verbal
- Highly motivated, pro-active team player but also able to work very effectively autonomously
- Experience of working in an office IT environment supporting multiple end users
- Demonstrable IT technical troubleshooting skills
Desirable Professional And Technical Experience
- Demonstrable knowledge and experience of as many of the following as possible (training will be provided where required):
- Appropriate IT related qualifications and/or 2 years’ experience working within a hands-on and service focused IT technical arena, as well as evidence of continued personal development
- End-user administration using tools like Azure Active Directory
- Service Desk support tools such as HALO, Lansweeper, Bomgar, Microsoft Endpoint Manager
- Mobile device and phone setup and support using tools such as Jamf & MS endpoint
- Client-side Operating System and application troubleshooting: Windows 10 &11, Office 365, Teams, Defender and Apple MacOS
- Experience of telephony end-user set up such as Microsoft Universal Communications.
- Desk-side hardware break-fix and repair.
- Managed and desktop printer troubleshooting
- Knowledge or practical experience of basic networking principles
- IT security awareness, supporting team to resolve security incidents
Qualifications
Advantageous, but no formal qualifications are seen as essential for this role. Instead, performance at interview based on technical and non-technical questions (to include practical assessment) to assess depth of knowledge, skills and behaviours expected for working in an IT Service Desk environment.
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Delivering at Pace
- Communicating and Influencing
Alongside your salary of £26,959, Forestry Commission contributes £7,810 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an employer contribution of 28.97%
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
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Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.
How To Apply…
You will be asked to write a 200 word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form.
You will be assessed on experience, a technical skill and strength based questions during your interview.
The Behaviours being assessed at interview are:
- Working Together
- Delivering at Pace
- Communicating and Influencing
Successful candidates will undergo a criminal record check and the government baseline personnel security standard check.
If you require any reasonable adjustments, please email fcrecruitmentteam@forestryengland.uk.
If you're planning to use AI to support your application, please ensure you've read our guidelines here first.
Read more about our application process and working with us on the Forestry England website.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.
Security
Successful candidates must undergo a basic (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a basic (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- 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) (opens in a new window)
- 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
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Please note this Post is NOT regulated by the Civil Service Commission.
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants
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