IT Service Desk Support Officer - Flexible Working Available

Southampton, Hampshire
£20,855 per annum
03 Jun 2019
03 Jul 2019
Full Time
Contract Type

Job description

Are you a fantastic communicator with experience in First Line Support? 

Do you love to provide solutions? 

If so, we encourage you to apply. 

We are looking for a helpful IT Service Desk Support Officer to provide an initial point of contact for Incidents, Problems and Service Requests. Working as part of a team, you will take ownership of these issues and ensure the customer is kept informed of progress. 

You will be ensuring timely and appropriate action is taken to accurately capture, initially diagnose and obtain or provide resolution for Incidents, Service Requests and Problems. This role is also the primary role responsible for initiating and ensuring the timely progress of fault resolution activities, ensuring that Incidents are resolved in accordance with their impact and urgency. 

Role Responsibilities 

As part of your role, you will be required to: 

• Apply high standards of work to comply with agreed Service Desk processes and procedures and to meet timescales 

• Ensure the timely sharing of incident, problem and service request information, following procedures for identifying, assessing and, where necessary, escalating issues and risks 

• Ensure the high standard of incident, problem and service request information including triage notes 

• Initiate and maintain active briefing of stakeholders including I&T and business service managers as to the impact of technology failures on Live Services 

• Provide first-time fix and resolutions to every day issues 

• Receiving, understand and seeking additional information and advice from I&T Service Coordinators and technical leads when required 

• Make routine decisions with standard procedures or guidance to ensure the highest levels of I&T Service availability and customer service 

• Support Service Management activities, including those of third party suppliers and integration of new or changed products and services to the live estate 

• Develop own specialist capabilities, develop and maintain MCA business awareness and provide knowledgeable and quality support to others representing Agency interests 

About You 

We are looking for someone with experience handling first line support queries and problems. You will be a fantastic communicator and can explain processes in an easy to understand way. We want you to be able to contribute to the development and continual enhancement of services. You enjoy giving your customers the best experience possible. 

You have a high attention to detail and can spot problems easily and can work in a methodical way to spot errors quickly and provide answers. You are someone who handles change well and can adapt easily to changing environments. 

We would love to attract someone who has exceptional communication skills. You are confident at expressing yourself and can do so in a clear and appropriate manner. You have superb interpersonal skills and customer service skills. 

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.


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

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

Technical skills

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

  • SFIA Service Desk and Incident Management

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, Experience and Technical skills.

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

• an interview 

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. 

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 further details please contact

Sift/interview dates and location

The sift is due to take place 17/06/2019. 

Interviews/assessments are likely to be held 26/06/2019. 

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

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. 

We may hold a merit list for up to twelve months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post. Within the merit list period, your application form and selection information may be shared across the department and its agencies. 

Please see attached candidate notes for further information about our recruitment process. 

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 

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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