Job summary
Do you have a keen interest in IT or digital support services?
Do you enjoy troubleshooting or helping people solve their IT issues?
Do you have an appetite for learning?
This is an exciting opportunity to work in our User Support Services (USS) Team and be part of the wider service management community that supports the delivery and continuity of DWP�s live service, for over 100,000 colleagues and more than 20 million customers.
IT Support is provided both virtually and face to face, in this role you will be undertaking both elements
You will be delivering IT support from our on-site Tech Bar. The Tech Bar service provides a high quality, personalised face-to-face support service to our users.� Our Tech Bars also provide onsite technical support and assist DWP colleagues with installation, configuration, and support on DWP devices and software within established standards and guidelines.
You will also be required to provide IT support across our virtual channels, this work includes resolving DWP colleagues IT issues and incidents via our telephony channel answering inbound calls, via Live Chat and responding to incidents raised via our online portal.�
This is an exciting opportunity to �earn as you learn� and get hands on experience while you study towards a Level 3 qualification. You�ll receive formal learning to develop crucial skills, knowledge and behaviours for your career and be part of a great team. If you wish to find out more about the Information Communication Technician Apprenticeship, please
As well as being given a minimum of 6 hours per week off the job training to allow you to complete your apprenticeship within your working hours, you�ll be supported by your line manager, skills coach and the service management community, as well as fellow apprentices on the programme, so you will have plenty of sources of encouragement to help you succeed. There�s a lot to learn and do, so you need to be ready to be proactive, work hard and participate in the many opportunities you�ll be given to showcase your skills.
Job description
These roles are based at our Blackpool and Birmingham Digital Hub sites, the role involves providing face to face Level 1 IT support to colleagues on-site.� Our Tech Bars also provide appointments, Assistive Software Support, kit deployments, break fix and advice and guidance to DWP colleagues.
There may also be on occasion, a requirement to visit other sites within reasonable travel distance to support colleagues as needed.
You will also be proving IT support and resolving issues and incidents via our virtual channels which includes Telephony Support (answering inbound calls), Live Chat and Incidents.
You will:
1. Gather and analyse information from users about their IT issue and determine the best way to resolve utilising knowledge and guidance, whilst ensuring compliance to quality and security standards.
2. Provide first time resolution by troubleshooting and diagnosing within established standards and guidelines or escalating faults to end user computing specialist resolver groups or appropriate third-party vendors, to investigate and resolve.
3. Act as an on-site Digital partner with a good understanding of the issues affecting those sites.
4. Be responsible to support investigation and diagnosis of assigned issues for workarounds and/or root causes, assist with the investigation of known errors, propose solutions to incidents and implement solutions on behalf of the user.
5. Deliver coaching, guidance and upskilling to end users to increase their digital confidence and gain maximum value out of end user devices and other digital products.
This is a challenging, fast-paced, agile and rewarding role. It brings the opportunity to build key links across Digital Products & Services through developing collaborative and engaging relationships, which jointly deliver quality, efficient service as a critical part of Digital delivery.
The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management.
To be eligible for the apprenticeship you are required to hold the following minimum eligibility criteria:
6. Hold a valid passport/birth certificate or residence permit
7. Have the right to live and work in the UK
8. Must have lived in the UK and/or EEA for 3 years prior to apprenticeship start date or meet one of the relevant exemption criteria
9. Not be in full-time education or be undertaking another apprenticeship by the apprenticeship start date
10. You must not hold an existing qualification at the same or higher level in a similar subject
11. You must hold GCSEs in Maths and English at Grade C/4 or above or complete and pass a functional skills test.
Please list all your qualifications in the qualification section.
Failure to meet any of the eligibility criteria or not listing your qualifications may result in you being withdrawn.
We expect the apprenticeship programme to start from early 2025.� Please ensure that you are available for this date.
You must be committed to seeing through the apprenticeship and complete the qualification. This includes working a minimum of 30 hours per week to ensure you have enough time to complete the apprenticeship.�
Person specification
Please see selections process below for more detail.
Behaviours
We'll assess you against these behaviours during the selection process:
12. Communicating and Influencing
13. Working Together
14. Making Effective Decisions
Technical skills
We'll assess you against these technical skills during the selection process:
15. Incident Management
Benefits
Alongside your salary, the Department for Work and Pensions contributes towards you being a member of the Civil Service Defined Benefit Pension scheme.�
We also have a broad benefits package built around your work-life balance which includes:
16. Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
17. Generous annual leave � at least 23 days on entry, increasing up to 30 days over time (pro�rata for part time employees), plus 9 days public and privilege leave.
18. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
19. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
20. Family friendly policies including enhanced maternity and shared parental leave pay after 1 year�s continuous service.
21. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
22. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women�s Network, National Race Network, National Disability Network (THRIVE) and many more.
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.�
Salary Information
Pay for this role is �29,500.
Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.
Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.
Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.