IT Service Desk Analyst - with apprenticeship training
The Competition and Markets Authority (CMA) has an exciting opportunity for an IT professional to join our growing Service Desk team. Alongside your day-to-day work you will have the opportunity to further develop your ICT expertise with a two year Level 3 Infrastructure Technician Apprenticeship training programme.
The CMA investigate whether competition is working fairly across many diverse market sectors across the UK economy. As an IT Service Desk Analyst, your career with us will be pivotal in providing a high degree of IT related customer service across the organisation to all colleagues, so they can continue their work in helping to ensure competition works for the benefit of consumers.
You will be responsible for responding to support queries, taking ownership of user problems and being proactive when dealing with user issues in line with business policies and processes. Your responsibilities will include:
- Providing IT (laptops and home users) and telephony (Skype for Business, Apple and Android mobile phone) support
- Responding to enquiries and service requests to resolve any hardware or software incidents, problems, including face-to-face support and support via Remote access
- Ensuring all queries to the ServiceDesk are responded to and logged on the call logging system or assigned to the appropriate resolver group
- Assisting with 1 st and 2nd line support for the Office 365 applications and other end user products, such as Adobe and Outlook Exchange.
- Assisting in running checks and providing daily IT checklist reports relating to system applications, AV equipment and IT infrastructure
The role involves a high level of interaction and collaboration with different teams, 3rd party suppliers and business users and you will need good communication skills, with experience of collaboration and providing excellent customer engagement.
You will also need well-developed IT skills with proven knowledge of Microsoft Office with a focus on O365 and Skype for Business, with significant knowledge and/or experience of the provisioning of end user devices such as laptops, tablets and mobile phones.
As part of this role, you will take on the Technician Apprenticeship training programme at Level 3, which is an interactive and practical course that will take up to 24 months to complete on a part-time basis. You will be expected to spend 20% of your working hours completing apprentice training activities. These will be flexibly delivered, around business need.
The CMA is a hugely rewarding, diverse and stimulating place to work - an opportunity to work for the public good and to stretch and develop yourself in doing so. We offer generous benefits, including an excellent pension scheme, 25 days annual leave (increasing to 30 over five years), and generous maternity/paternity leave provision. You can also take advantage of interest-free season ticket loans, a cycle to work scheme, our employee assistance programme and favourable consideration on flexible working.
To find out more about this opportunity and about working for the CMA, please click on the APPLY button.
Closing date: 20 November 2019.
The CMA is an accredited Disability Confident Employer and are Stonewall Diversity Champions. As an equal opportunities employer, we welcome suitably qualified applicants from all backgrounds and recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles