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Details

Reference number

403300

Salary

£28,268 plus generous Civil Service defined benefit pension A Civil Service Pension with an employer contribution of 28.97% GBP

Job grade

Other

Contract type

Permanent

Type of role

Other

Working pattern

Full-time

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Lime Kiln Close, Stoke Gifford Filton Abbey Wood BRISTOL

About the job

Job summary

Service Desk Analyst

Salary: £28,268 plus generous Civil Service defined benefit pension

Location: Bristol

About us

The OfS is the statutory regulator for higher education in England. Its aim is to ensure that every student, whatever their background, has a fulfilling experience of higher education that enriches their lives and careers. We have high ambitions and offer great opportunities to get involved in bringing that vision to life.

Job description

The role

Are you passionate about technology and helping others? Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role, you'll be the first point of contact for employees experiencing technical issues, ensuring they can continue their work smoothly and efficiently.

What makes this role interesting is the variety of challenges you'll face daily. No two days are the same, and you'll constantly be learning and growing your technical expertise. You'll have the opportunity to work with a range of technologies and collaborate with different teams, making your work both dynamic and rewarding.

As a Service Desk Analyst, you will be the frontline interface for the organisations staff, consistently striving to deliver exceptional service by resolving issues and fulfilling IT service requests. Your key responsibilities will include providing first and second level support through various channels such as direct contact, phone calls, and emails, utilising the IT Service Management (ITSM) tool. You will handle incidents and service requests using incident management and request fulfilment processes, adhering to service desk best practices, and meticulously recording all actions and information in the ITSM tool. Additionally, you will play a crucial role in onboarding new staff and setting up laptops, ensuring that new employees have a seamless start.

Person specification

About you

This position is ideal for individuals with experience in a first line role or those with a background in customer service who have a strong interest and knowledge in Information Technology, particularly in areas like Windows environments, Microsoft 365 environments and networking, who have been studying for an IT qualification.

Essential

• An NVQ Level 3 in Information Technology or other relevant professional IT qualification
• Experience in delivering high standards of customer service
• Able to communicate technical information effectively
• Strong problem-solving skills and attention to detail
• Windows 10/11 troubleshooting
• Excellent communication skills, written and verbal

Desirable

• Previous experience using/supporting Active Directory, Office 365, PowerShell, and common IT applications
• Knowledge of VPN setup and configuration
• Understanding of the Foundation ITIL framework
• Previous experience of using an ITSM tool or similar

Benefits

Alongside your salary of £28,268, Office for Students contributes £8,189 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 employer contribution of 28.97%

Things you need to know

Selection process details

Working for us

The OfS regulates the higher education sector on behalf of all students. We value diversity and the wealth of perspectives, experience and ideas that it brings to our work, and we strive to embed equality of opportunity in everything we do.

We recruit based on fair and open competition and welcome applications from candidates regardless of age, disability, race and ethnicity, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex, sexual orientation and socio-economic background.

Flexibility is important to the OfS, as we recognise that it can enable people to work more effectively. A set of organisation-wide principles shape our approach to flexible and hybrid working, which our teams then use as guidance on how they deliver their business goals. This would usually mean working from the office for two days in a typical week.

To attract the widest possible field of qualified applicants, flexible working, for example job share and part time working, apply to this role.

Closing date for applications: Monday 12 May at noon

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)
• 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

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission. 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.

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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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 : Recruitment Team
• Email : RecruitmentTeam@officeforstudents.org.uk
• Telephone : 0117 931 7444

Recruitment team

• Email : RecruitmentTeam@officeforstudents.org.uk

Further information

Careers - Office for Students