Digital Support Advisor - Flexible Working Available

London (Central), London (Greater)
£29,037 - £29,763
09 Jul 2019
24 Jul 2019
Full Time
Contract Type

Job description

Can you help us craft and deliver the exciting new Digital Service in the Department for Transport? 

Are you someone who loves to resolve problems and come up with solutions? 

Do you want to play your part in ensuring we are making the most of digital, data and technology in moving Britain forward? 

If so then the new role of Digital Support Advisor could be for you. This is an exciting opportunity to help our Service Desk team. 

Working within our Digital Support team, you will act as a point of contact between the Digital Service and DfT users, supporting the delivery of digital services and responding to reported issues, information queries and service requests and provide a meaningful contribution to the delivery of end-to-end digital services. 

This is a customer-facing and semi-technical role, providing first-line IT support via phone and email, and face-to-face guidance and issue resolution via our Tech Bar. You will build and maintain a close relationship with our support service provider to ensure consistency and delivering the best advice on our systems and services. You will also deliver initial device training to new users. 

Role responsibilities include but are not limited to: 

• Provision of first and second-line IT support to DfT users in collaboration with our external first-line support service provider. 
• Manning the Tech Bar to provide end-user support for walk-ups, device swap-outs, advice & guidance in use of devices and applications. 
• Working with the Digital Workplace Team, supporting the roll-out of end-user devises e.g. mobile phones and laptops. 
• Delivering initial training in use, setup and issue of devises to users. 
• Assisting with asset management, including hardware and software licensing. 
• Participation in project-related activities including Transition of new services into live service. 
Please see the Role Profile attached on the bottom of this advert for an in-depth view of the posts. 

About you 

We would love you to be a hardworking passionate teammate to join us, who is happy and confident to engage with all levels of our amazing colleagues. You would need to be someone who when you spot a problem and also you can suggest solutions. You would also want develop with us, as we are always looking to grow and develop as a team and industry. 

About us 

We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department. 

You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future. 

DfT has been recognised for its leadership on workplace gender equality by being included in The Times Top 50 Employers for Women 2017. 

DfT’s inclusion is recognition of our commitment to make the Department a great place to work through our culture of equality and inclusivity and the great strides we’ve made to raise the number of women in senior positions.


We'll assess you against these behaviours during the selection process:

  • Working Together
  • Managing a Quality Service

Benefits Pensions

Civil Service pension schemes may be available for successful candidates.


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Things you need to know Security

Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

When considering applying please look at how your experience relates to the role, please tailor your CV and Personal Statement to reflect the role and the essential skills/ criteria described in Role Profile. 

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity. For further information on Success Profiles please click here
You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within. 

The selection process will be designed specifically for the role. As a result, your assessment could include: 

• An interview with one or more exercises 

The interview may consist of a range of question types which could include questions about your strengths or how you would respond in any given situation, as well as specific examples of things you have done. You may also be asked to sit a written assessment or present on a particular topic. 

Your interview may consist of a range of question types. These may include questions about: 

• What energises and motivates you 
• How you would manage situations relevant to the role 
• Your previous experience 
• Your professional skills and knowledge 

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code 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.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information Contact point for applicants

For more information, please email our Specialist Digital Resourcing team on

Sift/interview dates and location

The sift is due to take place 29th July 

Interviews/assessments are likely to be held week commencing 12th August. 

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates. 

If successful and transferring from another Government Department a security check may be carried out. 

Further information

A reserve list will be held for a period of 12 months from which further appointments can be made. 

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 Government Recruitment Service via 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 

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. 

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact 

Government Recruitment Services via email: 

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: 
Click here to visit Civil Service Commission 

Childcare Vouchers 

Any move to the Department for Transport (DfT) will mean you will no longer be able to carry on claiming childcare vouchers.

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