Ministry of Housing, Communities and Local Government
IT Support Analyst
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Job Summary
We are MHCLG
Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.
We are looking for a proactive, approachable and process-driven individual to join our Live Services team. You will play a key role in delivering high-quality IT support to colleagues, ensuring a positive user experience and helping to maintain effective IT service operations. This is an excellent opportunity for someone with strong customer service skills, attention to detail and a passion for delivering effective IT support in a dynamic environment.
Please note that this role will require 100% office attendance.
Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.
Job Description
Key responsibilities include:
- Providing front-line support through our Tech Bar, assisting users with device onboarding, troubleshooting and day-to-day IT queries.
- Delivering deskside support for hardware, printer and peripheral issues, escalating or coordinating with suppliers where required.
- Managing and completing Live Services processes within ServiceNow (our ITSM), including new starter and leaver activities, asset management, incident resolution and service request handling.
- Building strong working relationships with service suppliers and internal teams to ensure timely and effective issue resolution.
- Contributing ideas and recommendations to continuously improve IT services and support processes.
- Engaging proactively with users to build trust, promote best practice and act as an advocate for the Live Services function.
Key Responsibilities Include
- Providing front-line support through our Tech Bar, assisting users with device onboarding, troubleshooting and day-to-day IT queries.
- Delivering deskside support for hardware, printer and peripheral issues, escalating or coordinating with suppliers where required.
- Managing and completing Live Services processes within ServiceNow (our ITSM), including new starter and leaver activities, asset management, incident resolution and service request handling.
- Building strong working relationships with service suppliers and internal teams to ensure timely and effective issue resolution.
- Contributing ideas and recommendations to continuously improve IT services and support processes.
- Engaging proactively with users to build trust, promote best practice and act as an advocate for the Live Services function.
Person specification
As An IT Analyst You'll Have
- Strong verbal and written communication skills
- Excellent customer service skills with a friendly, professional and approachable manner
- Ability to follow defined processes accurately and consistently, with strong attention to detail.
- Experience in MS Office applications to intermediate level.
- Can work with different Stakeholders at all levels, including senior staff both internal and external, tailoring your communication accordingly.
- Strong organisational skills with the ability to prioritise competing tasks and manage workloads effectively under occasional pressure.
- Self-directed with ability to work autonomously and collaboratively with a focus on results.
- Has an awareness or understanding of user experience and can identity a solution based on user needs.
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Alongside your salary of £35,240, Ministry of Housing, Communities and Local Government contributes £10,209 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).
At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.
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.
Selection process details
Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:
- Behaviours
- Experience
- Technical
Please ensure your CV does not contain any personally identifiable information.
Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.
Stage 1: Sift (CV)
Experience: Your CV will be assessed on experience.
Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.
In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
Lead sift question (Experience): Describe a time when you helped someone solve a problem or dealt with a difficult situation. This could be from work, volunteering, education, hobbies, sports, or your personal life. Tell us what the situation was, what you did, and what you learned from the experience
Stage 2: Interview
- Behaviours: Managing a Quality Service, Delivering at Pace
- Experience: Experience questions will be based around the essential skills and criteria as listed in the job description.
- Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.
Sift and Interview Dates
Sifting is envisaged to take place from 5th October with interview dates to follow.
Interviews are currently being held remotely via videocall. This could be subject to change.
How We Recruit
Find out everything you need to know before applying here..
- Applying
- Sifting
- Interview
- Interview Results & Feedback
- Reserve List
- Near Miss
- Civil Service Grades
- We are a DCS, RIS & GPTWV employer
- Reasonable Adjustments
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How To Apply
What you need to know before applying.
You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.
- Security Clearance Requirements
- Civil Service Nationality Requirements
- Right to Work
- Civil Service Code and Recruitment Principles
- CV Declaration
- Sponsorships
- Salary and Grade
- Existing Civil Servants
- Conflict of Interest
- Location and Flexible Working
- Fixed Term Contracts
- Internal Fraud Database
- Appeals and Complaints
Security Clearance Requirements
London Office: BPSS + SC
Feedback will only be provided if you attend an interview or assessment.
Security
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
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
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.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
Name : Digital Data Jobs
Email : digitaldatajobs@communities.gov.uk
Recruitment team
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