Service Desk Analyst

Please read the information in this section carefully.

Please note that all communications will be electronic therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.

Key Dates:

• Vacancy Close: Sunday 26th February at 23:55.
• Sift:- from week commencing Monday 27th February onwards.
• Interviews: from week commencing Monday 13th March onwards.
  
  These dates are for guidance only and may be subject to change.
  
  There will be three stages to the recruitment process for this role:-
  
  Stage 1:- Application
  If you would like to apply for this position, please complete the Civil Service Jobs application form by clicking the "apply now" button at the top or bottom of this advert. On your application, please demonstrate your suitability for the role by detailing how your experience meets the essential and desirable criteria.

  Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision.

  
  CV:- Set out your career history, highlighting specific responsibilities and achievements that are relevant for this role, starting with your most current employment details first. You should cover a period of at least 3 years, but you can enter up to a total of 8 previous jobs. You must also provide details of any gaps in your job history. Usually there is no word limit for this section, so use as your first opportunity to fully demonstrate your suitability for the role. Please format this section as follows:-
  
  Name of Employer - Job Title - Dates Worked
  Underneath each heading, please include a paragraph/bullet points to describe your key responsibilities and achievements for each employment.
  
  
  
• Statement of Suitability:- In no more than 750 words, words, explain how your personal skills, qualities and experience demonstrate your suitability for the role, with particular reference to the essential and desirable criteria in the person specification section of the advert. Your Statement of Suitability needs to be short and snappy, so it is essential that you use this space as effectively as possible. Drafting statements that are comprehensive yet succinct, is part of the skill being assessed. This is not intended to be a cover letter or a letter of application, instead try to work through the essential and desirable criteria systematically, following the technique. You may wish to focus mainly on the essential criteria, as we only assess the desirable criteria at the interview stage in the event of a tie break situation. The key things we are looking for are what you did and what the outcome of your actions were.
  
  Stage 2:- Sift
  
  At sift stage, your application will be assessed holistically by a panel who will look at how well and assess your CV and Statement of Suitability align to the essential criteria listed in the person specification section of the advert.
  
  
  
• Should we receive a large volume of applications, candidates may only be sifted on the first 2 essential criteria.
• Desirable criteria will only be assessed in the event of a tie break situation to make an informed decision at interview. Please continue to apply for this position, even if you do not meet all of the desirable criteria.
  
  Candidates successful at sift stage will be invited to an interview.
  
  Stage 3:- Interview
  
  You will be interviewed by panel which will last for approximately 60 minutes.
  
  The panel will ask you some questions focusing on your Experience and how well you are able to demonstrate your suitability for the role in alignment to the essential criteria. When preparing for your interview, you may wish to follow the STAR technique to demonstrate your examples.
  
  Interviews will be conducted via Microsoft Teams. If you are invited to interview, please ensure that you have access to this software and that you have your video turned on. If you have any questions, please do not hesitate to contact us.
  
  Important, please note:-
  
  All communications regarding this vacancy will be updated on your Civil Service Jobs account and sent to you via email. It is important to regularly check for updates, especially in your spam/junk email folders.
• The details of your application must be contained within the application form template; anything sent to us as an email or attachment will not be considered.
• Please make sure you download or print a copy of the advert as it will contain important information on the selection process and how you will be assessed. Once the vacancy closes, you won’t be able to access this information again.
• Your application does not need to be completed in one sitting. You can save your progress, close down your application mid-way through and return to it at a later date. To find your application again, sign in to your Civil Service Jobs account and select "Applications".
• Feedback will only be provided if you attend an interview.
  
  Reasonable adjustments
  As a Disability Confident Leader, it is important that we are able to make appropriate arrangements or adjustments where necessary in order to create a full and equal participation in the selection process. If you require any reasonable adjustments, please:-
  
  
  
• Contact Department of Education via centralrecruitment.operations@education.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

  Other Information
  
  Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.

  
  The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.
  
  For this role the department would not consider sponsoring a Certificate of Sponsorship/visa. Please note we are unable to offer advice on any Visa and Immigration cases.
  
  If successful and transferring from another Government Department a criminal record check maybe carried out.
  
  In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing Pre-Employment.Checks.DFE@education.gov.uk stating the job reference number in the subject heading.
  
  Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.
  
  A reserve list may be held for a period of 6 months from which further appointments can be made.
  
  Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.
  
  New entrants are expected to join on the minimum of the pay band.
  
  Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
  
  Terms and conditions of candidates transferring from ALBs and NDPBs
  
  Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.
  
  Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.
  
  Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.
  
  Reasonable adjustment
  
  If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should:
  

  • Contact Department of Education via centralrecruitment.operations@education.gov.uk soon as possible before the closing date to discuss your needs.

  
  

  • Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

  
  Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/

This job is broadly open to the following groups:

• UK nationals
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the Republic of Ireland
• nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
• relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
• relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
• certain family members of the relevant EU, EEA, Swiss or Turkish nationals