Real opportunity to make a difference in Public Sector organisation!
27% pension, EXCELLENT benefits as a IT Service Analyst/2nd line

Client Details

Forestry England looks after more land and more trees than any other organisation in the country, shaping landscapes for people, wildlife and timber. It's a job that never stops growing. Forestry England is an agency of the Forestry Commission (FC).

We have an IT user community of around 2000 people who are geographically spread and delivering a broad range of business functions covering forestry management, timber harvesting, recreation and events management, and management of visitor centres.

Excellent IT is essential to help meet our corporate targets and to develop our future we have established a new IT team to design and run the service.

We have developed a modern service based around Cloud, working with new partners, we have a modernised client-side environment, and new systems and network infrastructure.

This role provides an ambitious and highly skilled Technology professional with an excellent opportunity to join our IT Service Desk team at an important time as we support our rapidly growing customer base through a period of significant IT transformation.

About Us

As England's largest land manager, we look after more trees than any other organisation.

Our forests provide amazing places for people to enjoy, for sustainable timber to grow and a home for wildlife to thrive.

Office Culture

You will work amongst some of the most spectacular natural environments in England.

Benefits include a generous holiday and volunteering entitlement, flexible blended working arrangements and a great pension.

Our Employees

At Forestry England we want everyone to make their best contribution. We support each other to work to our values and to be healthy, motivated, engaged experts. We are a diverse workforce representing the people we serve.

Career and Development

Forestry England is committed to lifelong learning. We will support your career development in a variety of ways. We offer dedicated learning days to target the skills you need to take your career forward and financial support for professional memberships.

To read more about the benefits of working for Forestry England, please visit their website.

To read more about careers in general at Forestry England, please visit their website.

Description

As IT Support Analyst, you will ensure colleagues across the business receive outstanding support and guidance with technical issues they may experience. As part of a small dedicated Service Desk team, you will be providing support via our ticketing system, phone, email and remotely, as well as hands on occasionally.

Great customer service is key and this role requires someone with a strong sense of ownership, who is a strong team player, with excellent demonstratable technical support and troubleshooting skills that have been developed in an enterprise environment.

You will be friendly, approachable, communicative, adaptable and highly organised, take ownership of issues and embrace new challenges, and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions. share ideas and contribute towards the continuous improvement of our valuable Service Desk function.

There will also be opportunity to work on mini projects as well as playing a part in supporting various larger IT transformational project delivery.

This post holder will ensure Forestry England achieves maximum business benefit from its IT by:

• Troubleshooting and resolving customer IT technical support issues. End-user systems administration.
• Monitoring and managing support tickets from start to timely conclusion to required standards.
• Setting up, configuring and deploying laptops and desktops.
• Completing standard Service Desk tasks such as processing new staff, leaving staff, requests etc.
• Reporting more serious technical issues to 3rd line colleagues and supporting troubleshooting and resolution.
• Involvement with and supporting delivery of IT projects.
• Being alert to wider issues and patterns, eg, a potential software issue or change that may impact on many staff.
• Ensuring deployed software is Licenced where required.
• Undertaking some 1st Line duties as required including support ticket Logging and management.
• Working with 1st and 3rd Line colleagues to resolve issues and develop solutions.
• Maintaining technical documentation and developing and maintaining written guidance as needed.
• Receive Large orders of IT Equipment, moving and storing safely into our storage in accordance with Health and safety policies

Profile

Essential:

• Excellent customer service skills
• Strong written and verbal communication skills Friendly, approachable and enthusiastic
• Highly motivated, pro-active team player but also able to work very effectively autonomously.
• Ability to work well under pressure and to deadlines.
• Motivated with a willingness to Learn and tackle challenging problems and situations. Be able to really take ownership of technical issues and challenges and manage them from start to completion.
• Strong organisation skills, able to prioritise and proactively manage own workload effectively
• Ensure appropriate standards and procedures are adhered to.
• Experience working with third parties, eg, for repair of equipment and escalated support issues.
• Daily checks as required within scope of role.
• Willingness to undertake 1st Line duties as required including support ticket Logging.
• Willingness to share skills, knowledge and experience, and develop alongside 1st and 3rd Line colleagues.
• Ensuring all technical documentation is kept up to date and secure. Developing and maintaining written guidance as required.
• Undertaking where required work flow activities including managing the setup and provision of new starters and equipment, processing leaving staff, fulfilling requests, managing stock, procurement, IT equipment and software asset management.
• Ensuring company and IT policies and procedures are followed at all times.

Demonstrable knowledge and experience of as many of the following as possible welcome (training will be provided where required):

• Server Side end-user administration and troubleshooting (Active Directory)
• Service Desk support tools such Lansweeper, Bomgar, PRTG, Mimecast, Microsoft Endpoint Manager.
• Samsung and Apple mobile device support. MDM and mobile device management (Jamf Pro, Microsoft Endpoint Manager, Samsung Knox).
• Client-side OS and application troubleshooting and resolution including Windows 10 & 11,365, Office 2016, Teams, Apple device, iOS, macOS.
• Experience of telephony end-user administration and troubleshooting such as Microsoft UC/Teams telephony.
• Desk-side hardware deployment, break-fix and repair (Dell laptops, desktops etc). Familiarity with Teams desk phones, headsets, printers.
• Managed printing troubleshooting (Canon MFD1s and UniFLOWOnline).
• Understanding of networking principals, such as structured cabling, patching, DHCP, DNS, TCP/IP.
• IT security awareness, supporting team to resolve of security incidents.
• Appropriate IT related qualifications and/or 3 years' experience working within a hands-on IT technical arena, as well as evidence of continued personal development.
• Available to work in the Bristol office up tp 5 days per week and any arranged on call support out of hours cover where required.
• Infrequent/occasional UK travel and overnight stays may be required from time to time

Behaviours

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

• Delivering at Pace
• Working Together
• Communicating and Influencing

Job Offer

Alongside your salary of £29,863, Forestry Commission contributes:
* £8,063 towards you being a member of the Civil Service Defined Benefit Pension scheme
* Learning and development tailored to your role
* An environment with flexible working options
* A culture encouraging inclusion and diversity
* A Civil Service pension with an average employer contribution of 27%

This vacancy is using Civil Service Success profiles (), and will assess your Behaviours, Strengths and Experience.

As part of the application process you will be asked to complete a 500 word Personal Statement. Further details around what this will entail are listed below:

A CV setting out your career history, with key responsibilities and achievements. A Personal statement detailing relevant experience to this role.Should a large number of applications be received, an initial sift may be conducted based on experience detailed in CV.Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview. Sift and Interview dates to be confirmed.

We will be conducting online interviews with the use of Microsoft Teams or equivalent online communication methods. Candidates would therefore require access to a computer and Internet at interview stage.

At interview you will be assessed against experience, behaviours and strength based questions.

Any move to Forestry Commission from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare.
Determine your eligibility at their website.

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

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 inform Ben McColl at Michael Page.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

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

.Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline security personnel checks.

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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

This vacancy is part of the Great Place to Work for Veterans initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.