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2nd Line Support Technician

Employer
Department for Education
Location
London - SW1P 3BT
Salary
£28,500
Closing date
26 May 2022

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Job Details

Job description

Right now, we have an exciting opportunity for a 2nd Line Support Technician to join our End User Compute Services team.

As part of our on-site support service, you will take operational responsibility for managing your allocated, queue of incidents and requests. In addition, you will also be required to facilitate on-site clinics.

You will be accountable for maintaining business critical services in a fast-paced, busy environment, so flexible working and remaining calm under pressure are key. Collaboration, strong stakeholder management and communication skills are also important, as you will work with a wide variety of internal and external users at all levels.

Responsibilities

  • Providing a high quality IT support service.
  • Carrying out testing of new systems.
  • Managing and administering accounts.
  • Driving continuous improvement, automation and self-service.
  • Handling incidents and requests from a diverse user base in Service Now.
  • Diagnosing and managing customer incidents/requests using a variety of applications and processes within a timescale determined by our Service Level Agreement (SLA).
  • Maintaining and updating the 2nd Line Support Teams operational documentation, including knowledge bases and user guides.

    Essential Criteria
  • Experience of diagnosing customer incidents/requests on all Windows 10 and Microsoft Office 365 products.
  • Experience of providng both hardware and mobile device support.
  • Excellent Customer Service skills and the ability to understand customer needs.
  • The ability to work within a team but also use your own initiative to aid with diagnostics.
  • Experience of working to a deadline to ensure SLAs are met.

    Desirable Criteria
  • An understanding of ITIL methodology and/or ITIL v3 Foundation.
  • Working knowledge of ServiceNow.
  • The ability to develop and improve processes to make them more efficient.

    Please note:-
  • Should we receive a large volume of applications, candidates may only be sifted on the first three essential criteria.
  • Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision at interview. Please continue to apply for this position, even if you do not meet all of the desirable criteria.

Benefits

  • An environment with flexible working options, such as job sharing, term-time working, flexitime and compressed hours.
  • As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities which are tailored to your role.
  • As our work represents the whole of our population, the only way we can provide effective services is by being an inclusive and diverse organisation. We are passionate about maintaining an open and positive working culture.
  • generous annual leave allowance of twenty five days increasing by one day every year to a maximum of thirty days after five years’ service. In addition, all staff receive the Queen’s Birthday as privilege leave and eight days’ bank and public holidays.
  • Paid special leave for volunteering.
  • A wide variety of staff support networks including a Women's Network, BAME Network and Wellbeing Network.
  • As a member of the DfE, you can join the highly competitive Civil Service Pension Scheme, which experts agree is one of the most generous in the UK. For further information on these schemes please refer to the following website: Civil Service Pensions website.
  • Being a member of the Department for Education will give you access to schemes offering discount on various amenities including groceries, sports & activity groups, and gym memberships.
  • Cycle to Work scheme and loans towards bicycle purchase.

 

Key Dates:-

  • Vacancy Close:- Thursday 26th May, 11:55pm.
  • Sift:- likely to take place from w/c Monday 6th June.
  • Interviews:- likely to take place from Wednesday 22nd June.

    These dates are for guidance only and may be subject to change.

    There will be three stages to the recruitment process for this role:-

    Stage 1:- Application
    If you would like to apply for this position, please complete the Civil Service Jobs application form by clicking the "apply now" button at the top or bottom of this advert. On your application, please demonstrate your suitability for the role by detailing how your experience meets the essential and desirable criteria.

    On the application please provide a:-
     
  • CV:- Set out your career history, highlighting specific responsibilities and achievements that are relevant for this role, starting with your most current employment details first. You should cover a period of at least 3 years, but you can enter up to a total of eight previous jobs. You must also provide details of any gaps in your job history. Usually there is no word limit for this section, so use as your first opportunity to fully demonstrate your suitability for the role. Please format this section as follows:-

    Name of Employer - Job Title - Dates Worked
    Underneath each heading, please include a paragraph/bullet points to describe your key responsibilities and achievements for each employment.

     
  • Statement of Suitability:- In no more than 750 words, explain how your personal skills, qualities and experience demonstrate your suitability for the role, with reference to the essential and desirable criteria. Your Statement of Suitability needs to be short and snappy, so it is essential that you use this space as effectively as possible. This is not intended to be a cover letter or a letter of application, instead try to work through the essential and desirable criteria systematically following the STAR technique. You may wish to focus on the essential criteria, as we only assess the desirable criteria at the interview stage in the event of a tie break situation. The key things we are looking for are what you did and what the outcome of your actions were.

    Stage 2:- Sift
    At sift stage, your application will be considered by a panel who will assess how well your experience outlined in your CV and Statement of Suitability align to the essential criteria.

    Candidates successful at sift stage will be invited to interview.

    Stage 3:- Interview
    You will be interviewed by panel which will last for approximately 60 minutes. It will follow a blended approach, consisting of an open discussion and interview questions focusing on your Experienceand how well you are able to demonstrate your suitability for the role in alignment to the essential criteria. When preparing for your interview, you may wish to follow the STAR technique to demonstrate your examples.

    Interviews will be conducted via Microsoft Teams. If you are invited to interview, please ensure that you have access to this software and that you have your video turned on. If you have any questions, please do not hesitate to contact us.

    IMPORTANT
  • All communications regarding this vacancy will be updated on your Civil Service Jobs account and sent to you via email. It is important to regularly check for updates, especially in your spam/junk email folders.
  • The details of your application must be contained within the application form template; anything sent to us as an email or attachment will not be considered.
  • Please make sure you download or print a copy of the advert as it will contain important information on the selection process and how you will be assessed. Once the vacancy closes, you won’t be able to access this information again.
  • Your application does not need to be completed in one sitting. You can save your progress, close down your application mid-way through and return to it at a later date. To find your application again, sign in to your Civil Service Jobs account and select "Applications".
  • Feedback will only be provided if you attend an interview.

Company

DfE Digital and Technology is part of the Department for Education (DfE).

In the DfE we have over 7,500 employees, that all play a vital part in providing world-class education, training, and care for everyone – whatever their background. We are a community of specialists who work across the department to meet our users’ needs. We deliver world class services to improve the outcomes for children and learners in education and care.

View our Top Employer profile

 

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