Telephony and Broadband Support Analysts (Networks)
Defra is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.
Our Digital Data and Technology Services (DDTS) Function is currently undertaking a once in a generation Transformation, as the UK moves towards exiting the EU. We are currently recruiting for Telephony and Broadband Support Analysts.
The Telephony and Broadband Support Analysts are Defra’s support for telephony lines and broadband networks operations, responsible for logging incident calls. This role is to support incoming fixed broadband/telephony cases effectively. To provide timely responses to customers and ensure that each one is prioritised correctly and resolved accordingly. Each case is to be recorded, requirements identified/ delivered (if possible). Every query/ case should be answered with a formal response and closed.
The Telephony and Broadband Support Analysts will have the following responsibilities:
• Manage some daily service operations, including monitoring services, supplier engagement and generally supporting the Senior Telephony & Broadband Support Analyst.
• Managing day-to-day general and technical queries, ensuring all actions are captured on our query management tool.
• Take ownership of incidents and problems, using own technical knowledge and relevant resolver group to resolve efficiently as possible.
• Engaging with a range of Stakeholders to understand their requirements and to identify the most appropriate options to meet these.
• Provide technical advice and guidance on Wi-Fi services and performance related risks and issues. Escalating risks to the Senior Telephony & Broadband Support Analyst to enable mitigating action to take place.
• Request orders for services to be placed with the Request Fulfilment Team/ suppliers directly and monitor these until completion.
• Provide general support to projects and stakeholders as needed.
• Improve our asset and configuration data. Analysing supplier report data and legacy information. Producing more accurate service records and increasing visibility.
• The role will also require engaging with a range of Stakeholders to understand their requirements and to identify the most appropriate options to meet these.
You’ll have demonstrable experience of:
• ICT technical knowledge relating to LAN/ WAN connectivity and how it works.
• A general knowledge of Broadband and Telephony. Please provide detail in your CV.
• A good understanding of the range of IT services provided, service vision and strategy.
• Fully skilled in the use of the Service Now Tool, enabling the opening, updating and closing of cases.
• Good stakeholder and communication skills.
• Good Microsoft Office and general administration skills including good use of Excel.
• Experience of working in a demanding environment with competing priorities.
• Working on own initiative but also working within a team.
The following are desirable, although training will be provided:
• Experience of setting up and managing office Wi-Fi.
• Experience of being on a technical help desk and problem solving.
• Fully skilled in using a support portal to manage the life cycle of incoming service requests. Experience of using the Service Now Tool would be an advantage.
• ITIL Foundation v3 or above.
Holding a driving licence would be beneficial.
We'll assess you against these behaviours during the selection process:
- Working Together
- Managing a Quality Service
- Making Effective Decisions
The benefits of working for Defra
Equality Diversity and Inclusion:
We have many strong and pro-active staff Networks that cover a broad range of requirements including Mental Health and Disability. We also have a range of Special leave policies for hospital appointments and a commitment to putting reasonable adjustments in place for those who need them.
The department also places significant emphasis on talent programmes which help everyone to achieve their full potential.
The Civil Service as a whole is committed to providing a work environment free from discrimination, harassment, bullying and victimization. There is a range of support in place to help and support those that may be experiencing difficulties including the Bullying and Harassment network and Mediation services.
Your pension is a valuable part of your total reward package.
Defra invests in providing a contribution to the cost of your pension (contribution rates vary between 20.0% and 24.5%, dependent upon salary)
The contributions you make are deducted from your salary before tax is taken.
Generous Annual Leave and Bank Holiday Allowance:
Defra offers 25 days annual leave (rising, over 5 years, to 30 days) for full time new entrants to the Civil Service. Employees receive 8 public holidays a year, plus an additional day in May to mark the Queen’s Birthday.
We have a Staff Recognition Scheme, to reward exemplary work.
Learning and Development:
All new employees joining (and returning) to Defra will have an induction to the department, our work and policies. You will have access to a broad range of learning and development opportunities with world class providers.
Mentoring and Coaching:
Mentoring is an effective means of developing your career, boosting your confidence and empowering both the mentor and mentee. All our employees have the opportunity to voluntarily engage and work with a Mentor or a Coach.
Defra employees are entitled to 3 days special leave with pay, per year, for volunteering. We encourage our employees to take this up, as it can be a great way to share skills with worthy charitable causes, while developing new insights and stronger links with the civil society sector.
We fully support reservists and offer 15 days special leave with pay for training
The government has introduced the Tax-Free Childcare (TFC) scheme. Working parents can open an online childcare account and for every £8 they pay in, the government adds £2, up to a maximum of £2000 a year for each child or £4000 for a disabled child. Parents can then use the funds to pay for registered childcare.
Bicycle Loan Schemes:
Defra offers interest-free loans towards the cost of a bike and Cycle to Work Scheme. Defra loans you a bike for your commute as a tax-free benefit. At the end of the loan period, you have the option to buy the bike, saving 30% of the original cost.
Season Ticket Loan:
We offer interest-free season ticket loans to all Defra employees with more than three months’ service, for purchasing train and bus season tickets, as well as station car parking
We offer a generous and supportive Sick Pay Policy, with Sick pay progressively increasing, by the length of service, beginning at one month’s sick pay in the first year of service.
Defra employees have access to a range of discounts at hundreds of top retailers via our employee discount scheme.
Give as You Earn:
Defra is registered with the Give as You Earn scheme, which enables you to make regular deductions directly from your salary, in support of a chosen charity. This is simple and tax efficient.
Defra is committed to providing a great place to work and is open to smarter ways of working that enable you to choose how, when and where you want to work in line with business needs. This includes the ability to work from home, work compressed hours and choose from a range of locations best suited to when and where you need to be. Our offices are equipped with a range of onsite facilities including fitness centres, staff canteens and much more. You can discuss where you will be based and the amount of travel you will need to undertake at the interview with the Vacancy Holder.
Employee Assistance Programme:
Is a free and confidential 24/7 telephone advice service available to all our staff.
Occupational Health Service:
Provides a range of support services, to optimise attendance, engagement and performance at work.
Sports and Social Association:
Promotes sports and social activities and organises our annual sports day and staff lottery.
Things you need to know
Successful candidates must pass a disclosure and barring security check.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
Sift is expected to commence on the week beginning 21/10/2019, with interviews planned for 01/11/2019 in Worcester or London.
Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Working Together. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
As part of the application process you will be asked to complete a CV. Further details around what this will entail are listed on the application form.
New entrants are expected to start on the minimum pay band.
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 email@example.com 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.
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 Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Any move to Defra will mean you will no longer be able to carry on claiming childcare vouchers.
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: firstname.lastname@example.org.If you are not satisfied with the response you receive from the Department, you can
contact the Civil Service Commission: Click here to visit Civil Service Commission
Feedback will only be provided if you attend an interview or assessment.
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.