ESSENTIAL CRITERIA

You will be assessed on the below 8 essential criteria, which have been selected from the Job Description Document.

• Experience in first-line or second-line technical support, both face-to-face and remote.
• Experience in 2nd line infrastructure support (network/server management).
• Knowledge of Microsoft operating systems and associated infrastructure.
• Knowledge of Microsoft application software, including Office 365.
• Experience in troubleshooting and supporting specialist systems.
• Experience in Asset and Configuration Management.
• Previous experience in an ITIL environment and using ITIL tools (e.g., ServiceNow).
• Clear communication skills, excellent customer service, relationship-building, problem-solving, and the ability to work independently and as part of a team under tight deadlines, including during public health emergencies.

EXTERNAL

• Relevant suppliers of hardware, software and services
• Maintenance organisations
• External customers as appropriate and as directed by line manager.
  The above is only an outline of the tasks, responsibilities and outcomes required of the role. You will carry out any other duties as may reasonably be required by the directorate. The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the organisation.

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

MAIN DUTIES OF THE JOB

Assist the Senior Engineers in providing a high quality of customer service and support that will ensure that all UKHSA staff are able to access UKHSA technical services as required, using properly configured and reliable devices.

• Ensure that all UKHSA users receive a consistent level of support within agreed service levels across geographical locations and directorates.
• Provide technical support and troubleshooting including administration of user accounts, permissions, file shares, Azure services and support of Windows OS and Microsoft communication and collaboration tools.
• Provide technical support and troubleshooting including setting up and assisting with network connectivity both in and outside labs.
• Provide technical support and troubleshooting assistance for software installation, licensing, backup, and assurance.
• Work closely with teams across technology to reduce manual intervention for repetitive tasks and to ensure that processes are both clear and adopted.
• Working with ITIL processes including Request, Incident, Change, and Problem Management.
• Ensuring compliance with UKHSA Security Policies.
• Conduct other work as directed by line management in accordance with departmental standards and policies.

At times will work with colleagues in a remote product or virtual teams on specific areas to support the business need.

DETAILED JOB DESCRIPTION AND MAIN RESPONSIBILITIES

With the main duties, the post holder will also be developing working relationships and communicate regularly with a wide range of individuals, clinical and non-clinical, internal and external to UKHSA. This will include.

You will be assessed on the below 8 essential criteria, which have been selected from the Job Description Document.

• Experience in first-line or second-line technical support, both face-to-face and remote.
• Experience in 2nd line infrastructure support (network/server management).
• Knowledge of Microsoft operating systems and associated infrastructure.
• Knowledge of Microsoft application software, including Office 365.
• Experience in troubleshooting and supporting specialist systems.
• Experience in Asset and Configuration Management.
• Previous experience in an ITIL environment and using ITIL tools (e.g., ServiceNow).
• Clear communication skills, excellent customer service, relationship-building, problem-solving, and the ability to work independently and as part of a team under tight deadlines, including during public health emergencies