About the job Summary

Are you a fantastic communicator with experience in Desktop Support?

Do you love to provide excellent customer service?

If so, we would love you to apply!

Job description

The Maritime & Coastguard Agency (MCA) are looking for a diligent Service Co-ordinator to work as a key part of the Service Desk team within the Information and Technology (I&T) Section. You will be responsible for providing an efficient day-to-day response to service affecting incidents that have been reported to the Service Desk.

This role is key to delivering I&T response to service affecting incidents, focusing on restoration of service. Where Service restoration is not likely to be achieved within defined Service Levels, this role is responsible for escalating as necessary.

You will be responsible for communicating repeat incidents and common failures to specialist teams within I&T and the development and application of workarounds and subsequent root cause analysis.
 

Responsibilities

The key responsibilities of this role are:

• To ensure high standards of work at all times, and to comply with, improving wherever possible, the agreed I&T Service Management processes
• To facilitate knowledge sharing, improve procedures for incident, problem and user requests, clarifying issues and highlight risks to the I&T Service Desk Manager
• To analyse problems, exploring a range of options and recommend actions to I&T Service Management, obtaining advice from relevant technical leads as and when required
• To make decisions within established operational directions, practices or guidance, seeking to constructively challenge and improve them wherever necessary
• To support Service Management and contract management activities in support of I&T products and services, working with I&T Business Managers, Service Desk Manager & other I&T Service Managers when necessary
• To develop and ensure the availability of specialist team capabilities in support of live I&T Services, including the provision of relevant business knowledge and support to others and representing Agency interests as required
• Configuration work relating to the management of PC's, laptop's and other I&T devices as required
• Assisting in the recommendation, development and implementation of new I&T based systems and services

For further information please see the attached role profile.

About you

Demonstrable experience as a technical desk analyst is required for this role including managing incidents, problems, change and requests. You will have knowledge and skills in "Service Desk and Incident Management" at SFIA level 3 (USUP3). We want you to be able to contribute to the development and continual enhancement of our services whilst giving our customers the best possible experience.

We would love to attract someone who has exceptional verbal and written communication skills with the ability to tailor these to suit your audience and can do so clearly and confidently to ensure understanding.

Excellent customer service skills are essential for this role and you will be someone who loves to go the extra mile to ensure you give the best service through your passion for delivering great customer service.

You will be highly organised with the ability to manage and filter workflow as well as organise and prioritise your work to maximise productivity. You will be highly adaptable and flexible, adjusting to the requirements of the role.

About us

The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.

Safer lives, Safer ships, Cleaner seas.

Our vision is to be the best maritime safety organisation in the world.

Find out what it's like to work at the Maritime and Coastguard Agency

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.

Behaviours

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

• Managing a Quality Service
• Making Effective Decisions
• Changing and Improving
• Delivering at Pace
• Working Together

Technical skills

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

• SFIA "Service Desk and Incident Management" - Level 3 (USUP3)

Benefits Benefits

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 a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Selection process details

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

When considering your experience, please tailor your CV/Personal Statement to show evidence of:

• Demonstrable experience as a technical Service Desk analyst
• Proven experience in reporting of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Experience in managing incidents, problems, change and requests
• Ability in identifying user needs and building relationships across organisations

The sift is due to take place between 19/09/19 and 23/09/19.

Interviews are likely to be held between 03/10/19 and 10/10/19.

Interview location to be confirmed.

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

• an interview
• an interview with one or more exercises
• a full day of activities including interactive, written and timed exercises

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

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

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Further Information

We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

If successful and transferring from another Government Department a criminal record check maybe carried out.

New entrants are expected to join on the minimum of the pay band.

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 [email protected] 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.
Any move to the Department for Transport will mean you will no longer be able to carry on claiming childcare vouchers.

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.