IT Service Desk Analyst

Centre for Environment, Fisheries and Aquaculture Science

Closing date: 28 Mar 2018

Reference number



£17,697 - £20,177


Administrative Officer

Contract type


Business area


Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time



Number of posts



Lowestoft, Eastern, NR33 0HT

About the job

Job description

Based in the Cefas IT Service Desk you will provide first/second line support for all internal and external Cefas IT customers as well as operationally managing the delivery of and access to Cefas IT Services and systems.

Main Duties and Responsibilities

• Receipting, recording, analysing and resolving problems associated with Cefas' PC network and IT systems;
• Operational management and administration of Cefas IT systems and services;
• Desktop PC support and IT user administration services including PC re-fresh; installation of end user hardware & software;
• Managing the delivery of third party support organisations and engineers;
• Production of Help Desk and Systems Management's work instructions;
• Assisting and working with IT Systems Managers on projects to implement new systems and services.

The team operates a shift pattern and the post holder would be expected commence by 8am on alternate weeks and work until 5pm every other week.

Qualifications and Experience/Skills

Level 3 or 4 IT qualifications are essential. In addition, candidates must meet the following requirements:

• Demonstrable aptitude for the configuration, support and trouble-shooting of PCs and PC networks and associated end user software in a Windows based environment;
• Strong customer liaison skills and an understanding of how to manage relations with customers;
• Ability to work under pressure and to demanding deadlines;
• The motivation to deliver high quality technical services;
• Good team worker targeted on achieving joint goals, with a flexible attitude to work;
• Enthusiasm to learn any new skills needed to undertake the work.

The following are also desirable:
• Experience in a similar customer service environment
• Experience of supporting Microsoft Windows and Office Suite products
• Experience of diagnosing PC hardware/software faults.

Person specification

Please show how your skills and experience meet the criteria in the job description.


Level 3 or 4 IT qualifications are essential.


We'll assess you against these competencies during the selection process:

  • Leading and communicating
  • Changing and improving
  • Delivering at pace
  • Science and Engineering - Applying Scientific and Technical Knowledge

Civil Service Competency Framework



Civil Service pension schemes may be available for successful candidates.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must pass basic security checks.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Selection process details

Please note depending on the volume of applications an initial sift may be conducted on the lead competency Leading and Communicating, candidates must pass this competency for their application to be progressed.

Candidates should be aware that they will be assessed on relevant skills as well as the listed competencies.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Contact point for applicants

Sift/interview dates and location

Sift and interviews will be held at Cefas Laboratory, Pakefield Road, Lowestoft, Suffolk, NR33 0HT

Interview date to be confirmed.

Cefas is unable to contribute to interview expenses.

Further 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 Government Recruitment Service via 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

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.

If you feel your application has not been treated in accordance with the Recruitment
Principles and you wish to make a complaint, in the first instance, you should contact

Government Recruitment Services via email:

If you are not satisfied with the response you receive from the Department, you can
contact the Civil Service Commission at

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