About the job Job summary The Ministry of Defence employs over 50,000 Civil Servants, with the Army Top Level Budget (TLB) accounting for around 7,000 of them across more than 300 locations. Our workforce is diverse, encompassing roles such as trainers, human resources, teachers, psychologists, storekeepers, financiers, project and programme managers, and policy secretariat staff. Each function and profession play a crucial role in delivering key outputs for the Army, making data-driven insights essential for understanding our workforce. We are committed to delivering exceptional results for our customers while respecting your work-life balance. Our industry-leading flexible working practices provide you with the freedom to balance work and personal life effectively. At Army Headquarters, our people are our greatest asset. We foster an inclusive environment where everyone can be themselves and perform at their best. You will be part of a diverse and supportive community, whether working alongside project teams with a shared vision or participating in employee networks of like-minded individuals. By celebrating different backgrounds and perspectives, we achieve outstanding results together. This role offers the opportunity to join an exciting and continually developing team dedicated to providing the best customer service to the entire workforce. You will work within the Information Capability Support Team (ICST), which comprises five teams delivering bespoke IT capabilities to the British Army Headquarters. As part of the HelpPoint team, you will assist all Headquarters personnel with user account creation and amendments, provide hardware and software support, facilitate conference rooms, troubleshoot issues, and serve as the front-facing element of the ICST. You will interact with a wide range of personnel, from high-ranking officers to new and experienced contractors and Civil Service staff. This is a dynamic team that works at a fast pace while maintaining a lively atmosphere and ensuring professional service delivery. Job description Join us as an ICST Help Point Support Officer and be at the forefront of enhancing our customer service and meeting the dynamic demands of the Headquarters. In this pivotal role, you'll be the go-to person for all end users, handling information management queries, tech support, and troubleshooting issues with a smile. Your responsibilities will include continuously improving processes and developing standard procedures to boost team efficiency and output. You'll work closely with the Service Desk Manager, Power Apps Development Team, SharePoint Admin Team, Security Team O365 Digital Skills manager & customers to understand their needs and deliver exceptional service. The role is advertised at 37 hours per week. Person specification Asset management is a significant part of this role, so your organisational skills, accuracy, and attention to detail will be key. If you're passionate about making a difference and thrive in a fast-paced, collaborative environment, this is the perfect opportunity for you Essential Criteria Be computer Literate Be solution focused Capable of working independently while also being supportive and collaborative with team members Confident and professional Customer focused Desirable criteria Experience with laptop technical solutions Experience with Asset management Learning & development opportunities for this role include Knowledge & Information Management, cyber security, business management qualifications. As well as personal development opportunities such a leadership, problem solving and assertiveness coaching & mentoring. Behaviours We'll assess you against these behaviours during the selection process: Delivering at Pace Managing a Quality Service Changing and Improving Communicating and Influencing We only ask for evidence of these behaviours on your application form: Delivering at Pace Managing a Quality Service Benefits Alongside your salary of 29,580, Ministry of Defence contributes 8,569 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. The Army prides itself on being a supportive employer and where possible encourages flexible working, helping you to maintain a great work/life balance. Other benefits for Army civil servants include: 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years service Highly competitive pension scheme Personal and professional development of skills Alternative working patterns for many roles Access to the Employee Assistance Programme (EAP), a free service that assists you with achieving a productive, healthy environment that is conducive to a healthy lifestyle. Enhanced parental and adoption leave 6 days special leave per year which can be used for volunteering activities Learning and Development opportunities tailored to your role Free parking Access to on-site gym We believe that everyone has the potential to make a difference and you will be supported to help you learn and advance in your career. This includes working towards membership of a professional body and/or undertaking a modern apprenticeship as part of your role. A modern apprenticeship is a combined package of work and training. Through the schemes available you will gain a professional qualification, practical experience, and the broader skills required to develop in your current role and pave the way for your future career. The post does not offer relocation expenses. External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. Please Note: Expenses incurred for travel to interviews will not be reimbursed. Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts. Any move to MOD 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 https://www.childcarechoices.gov.uk/. The Ministry of Defence is committed to providing a safe and healthy working environment for its staff which includes educating them on the benefits of not smoking, protecting them from the harmful effects of second-hand smoke and supporting those who want to give up smoking. Under the Smoke-Free Working Environment policy, Smoking and the use of all tobacco products (including combustible and chewing tobacco products) will not be permitted anywhere in the Defence working environment however some exemptions are in place, please refer to local guidance. The policy is Whole Force and includes all Defence personnel, contractors, visitors and other non-MOD personnel. All applicants seeking, considering, or accepting employment with the Ministry of Defence should be aware of this policy and that it is already in place at a number of Defence Establishments. MOD Recruitment Satisfaction Survey We may contact you regarding your experience to help us improve our customer satisfaction. The survey is voluntary and anonymous. You may however be given the opportunity to provide additional information to help us improve our service which includes the collection of some personal data as defined by the United Kingdom General Data Protection Regulation (UK GDPR). The MOD Privacy Policy Notice sets out how we will use your personal data and your rights. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. When choosing your Behaviour examples, please make sure you use real life scenarios that relate to your own experiences. Whilst technology may help to enhance your written submission, presenting the ideas of others or those generated by technology, could result in your application being rejected. At application you will be assessed against the following behaviours - Delivering at pace Managing a quality service Your Personal Statement must provide evidence of experience with working in a front facing customer service role where you have had to deliver at pace while maintaining professionalism. Applications will be sifted using all elements listed above, but in the event of a high number of applications, an initial sift will be conducted on Managing a Quality Service. At interview you will be assessed against your the following behaviours - Changing and Improving Communicating and Influencing You will also be asked experience based questions. Application sifting will be scheduled to take place within 7 days of the application closing date. Interview dates are to be confirmed but these will be held in person at Army Headquarters Andover. We endeavour to keep to these time frames, but these are subject to change around business needs. The Civil Service embraces diversity and promotes equality of opportunity. There is a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. If you need to advise us that you need additional help or reasonable adjustments for the recruitment process, please contact: DBSCivPers-Resourcingteam3mod.gov.uk. As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical. This role does not meet that category and we will not sponsor a visa. It is therefore NOT open to applications from those who will require sponsorship under the points based system. Should you apply for this role and be found to require sponsorship, your application will be rejected and any provisional offer of employment withdrawn. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window). See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). 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. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. 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 : Emma Clements Email : EMMA.CLEMENTS112mod.gov.uk Recruitment team Email : DBSCivPers-ResourcingTeam3mod.gov.uk Further information Please ensure you read the attached candidate information document prior to completing your application. If you are dissatisfied with the service you have received from DBS, or believe that DBS has failed to follow the recruitment process in line with the Civil Service Commission principles of selection for appointment on merit on the basis of Fair and Open competition, you can raise a formal complaint by writing to DBS at the following address: Defence Business Services, Scanning Hub, Room 6124, Tomlinson House, Norcross Lane, Blackpool, FY5 3WP. If after raising your complaint with DBS you remain dissatisfied you can complain directly to the Civil Service Commission at the following address: Civil Service commission, Room G/8, 1 Horse Guards Road, London, SW1A 2HQ Or by email: infocsc.gov.uk.