Job summary
A successful applicant will be working in the Cefas IT Services Group as part of Cefas IT System Management and Support Team.�
Communicating with internal and external customers to progress and resolve service-related problems and tasks as well as assisting in the management, delivery and support of Cefas IT Services and systems.�
As part of the Systems Management and Support Team opportunities and training will be available to develop skillsets, gain a wider knowledge of CEFAS IT systems that are offered and potentially progress in other roles within the team and IT Services Group.�
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the and the .�
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Job description
The post resides within the CEFAS IT Support Team providing first and second line support and operational management services for all internal and external Cefas IT customers.�
Your main duties and responsibilities will include, but are not limited to:��
1. Triaging, recording, analysing, and resolving problems associated with Cefas' IT infrastructure and systems.�
2. Operational management and administration of Cefas IT systems and services.
3. End user management, support and administration services including access to services, adding, and removing users and installation and configuration of end user hardware & software where necessary.�
4. Innovative working and contributing to the improvement of existing systems and processes and aiding in development of new services by working with IT Systems Managers and Architects.�
5. Management and liaison with third party suppliers on deliverables and support issues.�
The team operates a shift based working pattern starting at no later than 8 am and finishing at 5pm.��
In addition, Cefas reserves the right to ask staff to take on additional duties and responsibilities which are commensurate with their grade. Team Leaders and management will have a discussion with staff to explain the changes that are to be made. A new job description will be issued if required.�
Person specification
The following are essential criteria required for this role and you must be able to demonstrate your skills and experience in the following areas:�
6. Excellent customer liaison skills and an understanding of how to manage relations with customers.�
7. Ability to work under pressure and to organise themselves to meet fast-paced deadlines.�
8. The motivation to deliver high quality technical services and products to targets.�
9. Good team worker targeted on achieving joint goals, able to give and receive praise and constructive criticism.
10. Exercise a flexible approach to occasional out of business hours working in accordance with business need.�
11. Enthusiasm to develop and widen experience and knowledge, learning and using any new skills needed to provide services to customers.
12. Experience in a similar customer service environment.�
13. Experience of supporting Microsoft Windows and Office suite products.�
14. Experience of diagnosing PC hardware/software faults.�
Behaviours
We'll assess you against these behaviours during the selection process:
15. Communicating and Influencing
16. Delivering at Pace
17. Working Together
We only ask for evidence of these behaviours on your application form:
18. Communicating and Influencing
Technical skills
We'll assess you against these technical skills during the selection process:
19. Methodical approach to troubleshooting technical issues adhering to ITIL guidance where possible.
20. Ability to learn and adapt to ever changing IT developments via a natural aptitude to learn and develop new skills.
21. Experience of working to ITIL or other Quality Management systems ISO9001:2008.
Benefits
Alongside your salary of �27,210, Centre for Environment, Fisheries and Aquaculture Science contributes �7,882 towards you being a member of the Civil Service Defined Benefit Pension scheme.
22. Generous annual leave entitlement � Cefas offers 25 days' annual leave on entry (rising to 30 days over first 5yrs) for full-time new entrants to the Civil Service Employees receive 8 public holidays a year, plus an additional day to mark the King's birthday.
23. Access to learning and development tailored to your role.
24. A working environment that supports a range of flexible working options.
25. A working culture which encourages inclusion and diversity.
26. Eligible to join the Civil Service Pension scheme � more information can be found on the CSP website
27. Staff recognition vouchers.
28. In-year award scheme.