Contents Location About the job Benefits Things you need to know Apply and further information Location Bristol About the job Job summary 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 an IT team to design and run the service. 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. The role will require an 'on-call' rota for out of hours support when required. Job description As part of a small dedicated Service Desk team, you will be responsible for managing our Service Desk ticketing system, supporting requests logged and dealt with or assigned in an appropriate and timely manner, monitoring and managing the flow of tickets logged, ensuring excellent customer service satisfaction and maintaining standards, working closely with Service Desk and wider-IT team colleagues in the resolution of issues. Other tasks may include: troubleshoot and resolve customer IT technical support issues willing and able to work in the Bristol office for a minimum of 4 days per week, to facilitate equipment requests monitor and manage support tickets from start to timely conclusion to required standards, prioritising, escalating, and progressing accordingly setting up, configuring, and deploying laptops, desktops, iPhones, iPads work closely with 2nd line colleagues as needed to resolve issues end-user systems administration undertake standard Service Desk tasks such as processing new staff, leaving staff, requests, procurement etc be alert to wider issues and emerging patterns support delivery of IT projects maintain technical documentation and developing and maintaining written guidance as needed maintain accurate records and stocks And any other task reasonably requested by your line manager Person specification Essential professional and technical experience excellent customer service skills experience working in an IT Enterprise environment supporting users strong written and verbal communication skills Demonstratable knowledge and experience of as many of the following as possible - (training will be provided where required): end-user administration (Active Directory user accounts and groups, Azure Active Directory) service desk support tools such Lansweeper, Bomgar, Microsoft Endpoint Manager mobile device and phone setup and support (iPhone, Jamf & MS endpoint) client-side OS and application troubleshooting: Windows 10, Office 365, Teams, MD Defender experience of telephony end-user set up such as Microsoft UC desk-side hardware break-fix and repair (Dell laptops, desktops etc) managed printer troubleshooting (Canon MFD's and Uniflow) basic networking principals, cabling and patching, DHCP, DNS. IT security awareness, supporting team to resolve security incidents appropriate IT related qualifications and/or 2 years experience working within a hands-on and service focussed IT technical arena, as well as evidence of continued personal development infrequent/occasional UK travel and overnight stays may be required from time to time, as well as infrequent rota cover Benefits Alongside your salary of £26,123, Forestry Commission contributes £7,567 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. Alongside your salary, Forestry England contributes an average of 28.97% towards your pension. You will become a member of the Civil Service Defined Benefit Pension Scheme. 25 days holiday a year, raising by one day every years service, up to 30 days (pro-rated for part time employees) plus additional days off such as bank holidays. STaR is our employee benefits scheme offering discounts on everyday supermarket shopping, as well as other things such as hotel stays clothes, mobile phones, other electrical items, medical and car insurance, holidays, gym discounts, household bills, Headspace wellbeing app. free parking at Forestry England sites and free entry to our National Arboretums at Westonbirt and Bedgebury. a commitment to lifelong learning through career development. Forestry England will support your career development in a variety of ways, including continual professional development, support for individual learning plans and sponsored membership of professional bodies. Read more about the benefits on the Forestry England website. Things you need to know Selection process details You will be asked to upload your CV and to write a 200 word statement on your relevant experience and career history, along with a personal statement of no more than 500 words. You will be assessed on both during sifting. More details about how to apply are listed on the application form. The Behaviours being assessed at interview are Working Together Delivering at Pace Communicating and Influencing Successful candidates will undergo a criminal record check and the government baseline personnel security standard check. If you require any reasonable adjustments, please email fcrecruitmentteamforestryengland.uk. Read more about our application process and working with us on the Forestry England website. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. 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 the Civil 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. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). 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 : fcrecruitmentteamforestryengland.uk Email : fcrecruitmentteamforestryengland.uk Recruitment team Email : fcrecruitmentteamforestryengland.uk Further information Our recruitment process is underpinned by the principle of appointment on the basis of fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners Recruitment Principles.If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact FCE by email: englandhr.servicesforestryengland.uk. If you are not satisfied with the response you receive, you can contact the Civil Service Commission, which regulates all Civil Service recruitment. Attachments Forestry England Job Description - IT Service Analyst (PB6B) Opens in new window (pdf, 113kB) Apply at advertiser's site Share this page Print Email Facebook Twitter LinkedIn GMail