IT Support Analyst

As IT Support Analyst, you will ensure colleagues across the business receive outstanding support and guidance with technical issues they may experience. As part of a small dedicated Service Desk team, you will be providing support via our ticketing system, phone, email and remotely, as well as hands on occasionally.

Great customer service is key and this role requires someone with a strong sense of ownership, who is a strong team player, with excellent demonstratable technical support and troubleshooting skills that have been developed in an enterprise environment.

You will be friendly, approachable, communicative, adaptable and highly organised, take ownership of issues and embrace new challenges, and work collaboratively with colleagues at a fast pace. The successful candidate will also be keen to make suggestions, share ideas and contribute towards the continuous improvement of our valuable Service Desk function.

There will also be opportunity to work on mini projects as well as playing a part in supporting various larger IT transformational project delivery.

This post holder will ensure Forestry England achieves maximum business benefit from its IT by:

• Troubleshooting and resolving customer IT technical support issues.


• End-user systems administration.


• Monitoring and managing support tickets from start to timely conclusion to required standards.


• Setting up, configuring and deploying laptops and desktops.


• Completing standard Service Desk tasks such as processing new staff, leaving staff, requests etc.


• Reporting more serious technical issues to 3rd line colleagues and supporting troubleshooting and resolution.


• Involvement with and supporting delivery of IT projects.


• Being alert to wider issues and patterns, e.g., a potential software issue or change that may impact on many staff.


• Ensuring deployed software is licenced where required.


• Undertaking some 1st line duties as required including support ticket logging and management.


• Working with 1st and 3rd line colleagues to resolve issues and develop solutions.


• Maintaining technical documentation and developing and maintaining written guidance as needed.


• Receive large orders of IT Equipment, moving and storing safely into our storage in accordance with Health and safety policies, We'll assess you against these behaviours during the selection process:


• Delivering at Pace


• Working Together


• Communicating and Influencing, A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.


A Personal statement detailing relevant experience to this role.

Should a large number of applications be received, an initial sift may be conducted based on experience detailed in CV.

Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Sift and Interview dates to be confirmed.

We will be conducting online interviews with the use of Microsoft Teams or equivalent online communication methods. Candidates would therefore require access to a computer and internet at interview stage.

At interview you will be assessed against experience, behaviours and strength based questions.,
• 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
  
  Excellent customer service skills


• Strong written and verbal communication skills


• Friendly, approachable and enthusiastic


• Highly motivated, pro-active team player but also able to work very effectively autonomously.


• Ability to work well under pressure and to deadlines.


• Motivated with a willingness to learn and tackle challenging problems and situations. Be able to really take ownership of technical issues and challenges and manage them from start to completion.


• Strong organisation skills, able to prioritise and proactively manage own workload effectively


• Ensure appropriate standards and procedures are adhered to.


• Experience working with third parties, e.g., for repair of equipment and escalated support issues.


• Daily checks as required within scope of role.


• Willingness to undertake 1st line duties as required including support ticket logging.


• Willingness to share skills, knowledge and experience, and develop alongside 1st and 3rd line colleagues.


• Ensuring all technical documentation is kept up to date and secure. Developing and maintaining written guidance as required.


• Undertaking where required work flow activities including managing the setup and provision of new starters and equipment, processing leaving staff, fulfilling requests, managing stock, procurement, IT equipment and software asset management.


• Ensuring company and IT policies and procedures are followed at all times.


Demonstrable knowledge and experience of as many of the following as possible welcome (training will be provided where required):

• Server-side end-user administration and troubleshooting (Active Directory)


• Service Desk support tools such Lansweeper, Bomgar, PRTG, Mimecast, Microsoft Endpoint Manager.


• Samsung and Apple mobile device support. MDM and mobile device management (Jamf Pro, Microsoft Endpoint Manager, Samsung Knox).


• Client-side OS and application troubleshooting and resolution including Windows 10 & 11, 365, Office 2016, Teams, Apple device, iOS, macOS.


• Experience of telephony end-user administration and troubleshooting such as Microsoft UC/Teams telephony.


• Desk-side hardware deployment, break-fix and repair (Dell laptops, desktops etc). Familiarity with Teams desk phones, headsets, printers.


• Managed printing troubleshooting (Canon MFD's and UniFLOWOnline).


• Understanding of networking principals, such as structured cabling, patching, DHCP, DNS, TCP/IP.


• IT security awareness, supporting team to resolve of security incidents.


• Appropriate IT related qualifications and/or 3 years' experience working within a hands-on IT technical arena, as well as evidence of continued personal development.


• Available to work in the Bristol office up tp 5 days per week and any arranged on call support out of hours cover where required.


• Infrequent/occasional UK travel and overnight stays may be required from time to time, Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Forestry England (https://www.forestryengland.uk/) looks after more land and more trees than any other organisation in the country, shaping landscapes for people, wildlife and timber. It's a job that never stops growing. Forestry England is an agency of the Forestry Commission (FC).

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 established a new IT team to design and run the service.

We have developed a modern service based around Cloud, working with new partners, we have modernised client-side environment, and new systems and network infrastructure., 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.

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

4.1 out of 5
Stoke Gifford BS16
£29,863 - £31,526 a year - Permanent, Full-time, Alongside your salary of £29,863, Forestry Commission contributes £8,063 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role


• An environment with flexible working options


• A culture encouraging inclusion and diversity


• A Civil Service pension with an average employer contribution of 27%


Things you need to know