Band 5 IT Service Desk Analyst

Job description

About ONR

The Office for Nuclear Regulation (ONR) is responsible for the regulation of nuclear safety and security across the UK. Our mission is to provide efficient and effective regulation of the nuclear industry, holding it to account on behalf of the public.

As part of its 2025 strategy ONR is committed to being a modern and transparent regulator, delivering trusted outcomes and value. We are making substantial investments in new digital technologies and skills to enhance our regulatory processes and management of information.

About the Role

To provide 1 st and 2 nd line support for all IT issues raised within the service management tool, and to triage where appropriate, under an ONR hybrid IT support model. Service Desk Analysts are crucial to a reliable and successful IT operation of our organisation across all ONR office locations and associated data centres, working in conjunction with a number of Managed Service Providers. The role will perform tasks such as receiving requests and incidents from customers, triaging using the appropriate ITSM service tool and trying to resolve end user queries. In addition, an understanding of when to escalate issues to senior members of the team is fundamental part of the role.

Principal Responsibilities

• To provide first and second line service desk support to staff for hardware, software, audio-visual, multi-functional devices, and telephony equipment
• To assist with the purchase, setting up, maintenance and repair of computers, audio-visual equipment, computer-linked equipment, and computer-related equipment
• To install and configure software applications.
• To help maintain appropriate stock levels of computer consumables and accessories and to raise purchase orders as necessary ensuring that value for money is obtained.
• Field and triage calls from end users within a service desk and own the issue through to resolution.
• Escalate service and incidents using the appropriate methods.
• Support staff and the wider ITDD team with the use of new and existing technologies.
• Ensure the availability of IT Services, systems, and associated business critical resources.
• Ensure consistent housekeeping checks are in place and associated records are maintained.
• Assist in producing and maintaining IT statistics, reports, checklists, and other relevant technical documentation to the relevant standard.
• Ensure personal knowledge and exposure to service desk tools and techniques remains up to date, appropriate and relevant.

Line Management Responsibilities

• None currently, however, at this level there could be an expectation to manage staff in the future.

Location / Travel

Due to the nature of this role, it will be Bootle based only.

ONR operates hybrid working (working in the office and or at home) as part of our flexible working policy. There is an expectation that everyone will spend time in the office on a regular basis, recognising that some work is better done face to face. Managers will work with their teams on what works best to meet individual, team, business and organisational needs to enable collaboration, as well as balancing personal choice and wellbeing.

Clearance Level

BPSS

Person Specification

ONR is committed to being an inclusive employer and we welcome and encourage applications from all applicants. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free. For example, providing job descriptions in alternative formats, and providing communication support and accessible venues. If you would like to discuss how we can support you, please contact ([email protected]/ or Stephanie Glen (0203 028 0381) will be able to provide further information and discuss any reasonable adjustments you may need during the recruitment process. We will offer an interview to disabled people who meet the minimum criteria for the role. Applicants also have the choice to opt into our Guaranteed Interview Scheme when completing their application where we will offer an interview to disabled people who meet the minimum criteria for the role.

ONR recognises it has a role to play in helping those leaving the Armed Forces (veterans) and have introduced a Guaranteed Interview Scheme for veterans. This is part of a government initiative known as the ‘Great Place to Work for veterans. Veterans are officially defined as anyone who has served for at least one day in His Majesty’s Armed Forces (Regular or Reserve). All veterans who meet the minimum criteria for a role will be invited to interview and they have the choice to opt into this scheme when completing their application. To be eligible to apply for roles under the initiative, veterans must meet certain eligibility criteria below.

• have served for at least one year in His Majesty's Armed Forces (as a Regular or Reserve)
• be in transition from, or ceased to be a member of, His Majesty’s Armed Forces; and
• not already be employed by ONR.

Qualifications

Successful applicants should hold or be willing to achieve the following qualifications within the first 12 months:

• ITIL V4 Foundation Certification, or equivalent
• MTA Cloud Fundamentals, or equivalent

Essential Skills/Job Related Expertise

• Proven experience of being able to resolve end user requests within service level agreements; empathise with end users and improve service metric.
• Proven ability of delivering a quality service whilst being able to manage multiple priorities.
• An ability to track, log and correct information to protect assets and components.
• An ability to review process efficiency and suggest ways to optimise processes.
• Service reporting – Produce service reporting in a standard format and to agreed timescales.
• Technical understanding – Demonstrate an awareness of different IT products and services with a high level of understanding of what it involves.
• Evidence of being able to communicate to and work effectively with a wide range of stakeholders.

For Further Information

For more information about this vacancy please contact Stephen Rutherford.

E - [email protected]

T - 07717422252

How to Apply

Please submit your application through the recruitment portal.

The closing date for receipt of applications is 6 th May 2024 at 11:45pm

Your application should include:

• CV to include a full record of your education and professional qualifications and a full employment history.
• A suitability statement (maximum of 800 words) highlighting how you meet the ‘essential skills and experience” required for the role, which will be used at shortlisting in conjunction with your CV.
• Where applicable highlight if you have any experience under ‘desirable skills and experience’ within the application form.

Throughout our shortlisting process, we will make decisions about your capability to do the job, based on evidence you provide against the essential criteria (and the desirable if applicable). If you are shortlisted, you will be invited to a competency-based interview.

Please note - if whilst completing your application, you use special characters such as (‘; “- _ *) within your examples, Hireserve will convert these characters into symbols. We are currently unable to change this. Whilst these examples will appear on your application, this will not prevent it from being reviewed at the shortlisting stage.

ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact [email protected] .