Location

Fareham, Southampton

About the job

Do you hold experience working on a Service Desk?

Our Service Desk team supports the IT needs of the Maritime and Coastguard Agency, playing a pivotal role in supporting them in their mission of saving lives. Would you like to be part of this exciting team and help make a difference?

Job description

If so, we would love to hear from you! We are looking for Service Desk Analysts to operate within our exciting Service Desk Team. You will be responsible for co-ordinating the first line technical 24/7 network operations support for all MCA IT applications and services across sites, including end user computing. You will monitor inbound calls, support operators in service resolution and intervene in difficult calls.

This role provides you with a fantastic opportunity to be a part of a critical team at the MCA, operating within a support team that makes a real difference for the UK public.
 

Responsibilities

Roles Responsibilities include and not limited to:

• Support the management of the MCA 24/7 network operations help desk.
• First line response to internal and external customer incidents and queries.
• Supporting the management of call resolution, incident, problem, change and request management, managing and coordinating support issues.
• Working with appropriate user groups to ensure the smooth running of the help desk functions.
• Managing day-to-day relationships with internal customers.
• Supporting the delivery of continuous improvement and innovation for all live services.

Shift expectancy is 12 hours and will consist of both day and night working. The full pattern will be discussed if successful at interview.

About You

Our ideal candidate:

- Experience working within a Service Desk environment
- Awareness of SLA and KPI reporting.
- Exposure to Incident Management, Problem Solving and Fault Analysis, Change Management and Service Request Management.
- Awareness of technical design, implementation and security.
- A strong ability in identifying user needs and building relationships across the organisation. - A proven ability to communicate efficiently and effectively with stakeholders of all levels and consistently manage expectations..
- Ability to adapt communication styles as appropriate.
- Must be able to work shifts including nights/weekends & public holidays.

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. The work of the Maritime and Coastguard Agency (MCA) makes a vital difference to hundreds of people every single day. We prevent the loss of life at sea and on the coast in the UK. People rely on our 24-hour emergency service 365-days a year. When you join us, you can be confident you are doing work the matters.

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.

Behaviours

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

• Changing and Improving
• Working Together
• Delivering at Pace
• Communicating and Influencing
• Seeing the Big Picture
• Leadership

Technical skills

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

• Customer service management Click here for the DDAT Framework
• Ownership and initiative Click here for the DDAT Framework
• Service focus Click here for the DDAT Framework
• Service reporting Click here for the DDAT Framework
• User focus Click here for the DDAT Framework

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Things you need to know 

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.

The sift is due to take place Week Commencing 9th March 2020.

Interviews/assessments are likely to be held Week Commencing 23rd March.

Interviews will be held in Southampton.

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.

How to Apply

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 requirements described in the role profile.

The Maritime and Coastguard 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.

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:

• A Telephone Interview
• An interview
• An interview with one or more exercises
• Multiple days of activities including interactive, written and timed 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

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.

If successful and transferring from another Government Department a criminal record check may be 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

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: [email protected]

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.

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 Job contact : Name :   Digital Resourcing Team Email :   [email protected]   Recruitment team : Email :   [email protected] Further information

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: [email protected] If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here (https://civilservicecommission.independent.gov.uk/) to visit Civil Service Commission