Here is an insight to Money and Pension Service: At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves to our values.We care about our colleagues and people whose lives we are here to transform, we will transform lives through our ability to make positive connections, and we are committed to transforming lives and make a positive societal impact.We help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.By fostering our values, we are very proud of the inclusive working environment that we have created. We are committed to attracting people of all backgrounds, we want our colleagues to reflect our customers and the people we assist. In this role you will be responsible for the following; • Assess the service needs of internal and external customer and connect them with the correct provider/resolver• Create and maintain a database of clients and client needs• Assess customer issues and provide recommendations to fix problems• Build/Maintain good relationships with service providers• Major Incident Management/Incident Management• Incident Trending and Analysis• Problem Ownership and Resolution• Knowledge Base Management (Including Document Creation)• On-Call availability for Major incidents• A Variety of Administration tasks to assist with smooth running of day-to-day IT operations You will need to demonstrate the following skills and experience; • 1-3 years of IT service delivery experience (ideally including Incident and or Problem management)• Previous experience operating in an IT Service desk• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel• Experience using a variety of ITSM toolsets• Excellent customer service and problem-solving skills• High quality organizational skills• The ability to work well under deadlines and to multitask• The ability to build relationships and coalitions within the Teams• Excellent verbal and written communication skills• Excellent critical thinking skills• ITIL Certification (desirable)• Previous Project delivery experience• JIRA ITSM tool usage• Dynamics 365 Experience (desirable)• AGILE Certification (desirable) About MaPS At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: - Caring We care about our colleagues and people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and make a positive societal impact. Our inclusive working environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds.We work hard to ensure that we have a progressive approach to inclusion, equity and belonging. We really do want our colleagues to “bring their whole selves to work.”By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ, neurodiversity, women’s health, men's health, ethnicity, and diversity. About MaPS At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: - Caring We care about our colleagues and people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and make a positive societal impact. Our inclusive working environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting