Location

Bristol, Nuneaton

About the job 

We welcome applications from every part of the community and we don’t discriminate against any gender identity . We’re especially interested to hear from underrepresented groups in the DfT such as gender diverse, BAME, LGBT+ and disabled candidates.

Do you have strong communication skills both verbal and written?

Do you want the opportunity to liaise with end users to provide a top-quality customer service?

If so we have an exciting opportunity for a Helpdesk Engineer to join us at the Vehicle Certification Agency(VCA), and we’d love to hear from you!

Job description

We’re looking for a friendly person with a passion for helping others to join our team. We are the first point of contact for any VCA user requiring IT Service. The purpose of the Helpdesk Engineer role is to provide specialist support to staff, ensuring staff deliver a high-quality service.

We are looking for a confident individual to provide quality first-line service to our users, helping to resolve requests and incidents in an effective and timely manner while dealing with high volumes and high priority incidents and requests.
 

Responsibilities

Working as part of the IT Operations Team and part of the wider ICT Department you will be responsible for providing 1st and 2nd line support including:

• First point of contact for service requests;
• Ensure all service requests are accurate, up to date and prioritized;
• Triage incidents providing excellent customer service to users for the duration of the incident;
• Investigate problems and propose solutions, gathering the required information and escalating to the appropriate channel if necessary.;
• Contribute to the implementation of remedies and preventative measures;
• Development of service request knowledge base;
• Monitor service levels.

Special features of the role:

Although the successful candidate will require Basic clearance to begin the role, they will be expected to work towards SC clearance once in post.

About you

We’re looking for someone who can productively work as part of a team with a strong focus on service delivery who can also effectively communicate to a variety of stakeholders. Having a positive attitude with a thirst for continuous improvement, you recognise the importance of the Customer Service experience and have the passion to improve the customers journey.

You will show a strong interest in technology with a knowledge of Windows 7-10. You have experience working in a dynamic environment, being highly organised with the ability to effectively prioritise your work. You will have excellent verbal and written communication skills with the ability to adapt your style to a variety of audiences.

Behaviours

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

• Managing a Quality Service
• Seeing the Big Picture

Technical skills

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

• DDAT - Incident Management A link to the DDAT framework can be found here
• DDAT - Ownership and initiative
• DDAT - Problem management
• DDAT - Customer Service Management

Benefits

The Vehicle Certification Agency is the designated UK Vehicle Type Approval Authority. We have over 30 years experience supporting industry by providing internationally recognised testing and certification for vehicles, their systems and components.

If you would like to read more about VCA and the benefits of working for us, visit our Careers website!

Things you need to know

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

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

We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

The sift is due to take place 19/02/21.

Interview/assessment will be held between 04/03/21 to 10/03/21.

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.

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, managing a quality service. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

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

• an interview

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

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 visit our Careers website.

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email [email protected] for assistance.

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

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UKs
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

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 equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants Job contact : Name :   Steve Bray Email :   [email protected]   Recruitment team : Email :   [email protected] Further information

The Vehicle Certification Agency’s recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition. If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioners Recruitment Principles, you may make a complaint, by contacting the Central Recruitment Team at the following address [email protected] If you are not content with the outcome of your complaint you have the right to complain to the Civil Service Commissioners For further information on bringing a complaint to the Civil Service Commission please visit their web pages: Click here to visit Civil Service Commission