IT Support Analyst

Job summary

We are MHCLG

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people’s lives. Whether it's through the homes we live in, the work of our local councils, or the communities we’re all part of, our work is at the top of the political agenda. We have ambitious and far-reaching outcomes to achieve this year and, if you’re thinking of joining us, there’s never been a more exciting time.

We are looking for a proactive, approachable and process-driven individual to join our Live Services team. You will play a key role in delivering high-quality IT support to colleagues, ensuring a positive user experience and helping to maintain effective IT service operations. This is an excellent opportunity for someone with strong customer service skills, attention to detail and a passion for delivering effective IT support in a dynamic environment.

Please note that this role will require 100% office attendance.

Find out more about our Digital teams and what they are working on through our MHCLG Digital blog. Please note that MHCLG do not offer visa sponsorship and applicants will need a valid visa for the duration of your employment.

Job description

Key responsibilities include:

• Providing front-line support through our Tech Bar, assisting users with device onboarding, troubleshooting and day-to-day IT queries.

• Delivering deskside support for hardware, printer and peripheral issues, escalating or coordinating with suppliers where required.

• Managing and completing Live Services processes within ServiceNow (our ITSM), including new starter and leaver activities, asset management, incident resolution and service request handling.

• Building strong working relationships with service suppliers and internal teams to ensure timely and effective issue resolution.

• Contributing ideas and recommendations to continuously improve IT services and support processes.

• Engaging proactively with users to build trust, promote best practice and act as an advocate for the Live Services function.

Person specification

As an IT Analyst you'll have:

• Strong verbal and written communication skills

• Excellent customer service skills with a friendly, professional and approachable manner

• Ability to follow defined processes accurately and consistently, with strong attention to detail.

• Experience in MS Office applications to intermediate level.

• Can work with different Stakeholders at all levels, including senior staff both internal and external, tailoring your communication accordingly.

• Strong organisational skills with the ability to prioritise competing tasks and manage workloads effectively under occasional pressure.

• Self-directed with ability to work autonomously and collaboratively with a focus on results.

• Has an awareness or understanding of user experience and can identity a solution based on user needs.

Benefits

Alongside your salary of £35,240, Ministry of Housing, Communities and Local Government contributes £10,209 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Experience , Technical

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Stage 1: Sift (CV)

Experience: Your CV will be assessed on experience.

Most of our campaigns utilise multiple assessors and so it is possible that each of your answers would be viewed by different assessors.

In the event that we receive a large number of applications, we may conduct an initial sift using the lead sift question listed in the advert. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.

Lead sift question (Experience): Describe a time when you helped someone solve a problem or dealt with a difficult situation. This could be from work, volunteering, education, hobbies, sports, or your personal life. Tell us what the situation was, what you did, and what you learned from the experience

Stage 2: Interview

• Behaviours: Managing a Quality Service, Delivering at Pace
• Experience: Experience questions will be based around the essential skills and criteria as listed in the job description.
• Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.

Sift and Interview Dates

Sifting is envisaged to take place from 5th October with interview dates to follow.

Interviews are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out everything you need to know before applying here..

• Applying

• Sifting

• Interview

• Interview Results & Feedback

• Reserve List

• Near Miss

• Civil Service Grades

• We are a DCS, RIS & GPTWV employer

• Reasonable Adjustments

How to Apply