applicants
Service Desk (Apprenticeship)
at Advisory, Conciliation and Arbitration Service London in London (Published at 25-09-2023)
Details
Reference number
310116
Salary
£23,000 - £27,170
London: £27,170 National: £23,000 CS Pay Policy applies.
A Civil Service Pension with an average employer contribution of 27%
Job grade
Executive Officer
10
Contract type
Fixed Term
Length of employment
18 months
Business area
ACAS - Digital Data and Technology
Type of role
Analytical
Digital
Other
Working pattern
Flexible working, Full-time, Compressed Hours
Number of jobs available
2
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
London And Newcastle Office with an element of working from home. This post requires regular travel to London as well as occasional travel to other offices. Please be aware that this role can only be worked in Great Britain and not overseas. You will be asked to express a location preference during the application process. Informal hybrid arrangements are available and the balance between home and workplace working is to be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility.
About the job
Job summary
Acas is at an exciting time as we change our structure, ways of working and culture to be fit for the future.
As a Service Desk Analyst Apprentice, you will be working in our busy department assisting with providing digital support to members of staff operating on a rotational shift pattern between the hours of 8:00 and 18:00. You will be problem solving and troubleshooting non routine problems over the telephone and face to face. You will be dealing with requests such as new user account creation and deletion of accounts. You will escalate calls where required to line manager and to other teams within the digital group. You will also have the opportunity to study towards and complete the Level 3 Solutions Technician (Level 3) apprenticeship.
If this sounds like something you would be interested in, we would love to hear from you!
Job description
- Provide Service desk telephone, email and face to face support to the agreed service level agreements
- Accurately log incidents and service requests using the Service Desk IT Service Management tool. Ensuring correct categorisation and priority levels. Communicate appropriately with users and accurately record all communications.
- Own incidents and Service Requests through to resolution, where resolution is not possible on Service Desk, escalate accurately to line manager or other resolver groups within Ddat
- Contribute to the DDaT Service Desk knowledge base for documented process, routine tasks and incident resolution
- Actively look for service improvements to improve customer experience
- Actively promote the Service Desk in all forms of interaction, including representing the team
- Comply at all times with relevant security, privacy and data protection standards
- Perform any other duties commensurate with these responsibilities, the band of the post and skill and qualifications of the post-holder.
Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.
Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.
There's no charge for most of what we offer. Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.
Person specification
Experience
Essential criteria:
- Proficient at using IT systems, with a good working knowledge of Microsoft Windows, Office packages and SharePoint.
- Excellent interpersonal skills - able to communicate in a friendly, open and constructive manner with a diverse range of people.
- Able to work on own initiative with minimal supervision and be proactive.
- Highly organised, motivated and able to prioritise workload accordingly.
Qualifications
Must have 5 GCSEs at grade C or the new grade level 4 in English Language and Maths (or equivalent).
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Making Effective Decisions
- Working Together
Benefits
Alongside your salary of £23,000, Advisory, Conciliation and Arbitration Service contributes £6,118 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:
- Learning and Development
- Reward and recognition
- Health and wellbeing
- Pension scheme
- Cycle to work scheme
- Childcare schemes
- Interest free season ticket loans
- Volunteering opportunities
Could you ask for any more?
You’ll have access to a Life style website, were you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.
To find out more please check out Working for Acas
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
How to apply
Please click on the 'Apply now' button.
You will need to complete a Situational Judgement test. If you pass, you will then need to submit a CV and tailored evidence-based statement of suitability reflecting the essential experience requirements in the JD. Your statement of suitability should be no longer than 750 words. It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes. You will also be asked to complete the Behaviours, if the panel receive a large number of applications, the lead behaviour - Working Together will initially be sifted
Interview Details
If you have successfully passed sift, you will be invited to an interview via MS Teams which is likely to take place the week commencing 16 October 2023. The interview will be a Behaviour, Experience and Strength based interview.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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) (opens in a new window)
- 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
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Apply and further information
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
Name :
HR Recruitment
Email :
HRRecruitment@acas.org.uk
Recruitment team
Email :
HRRecruitment@acas.org.uk
Further information
If you feel your application has not been treated in accordance with the Code and you wish to make a complaint, you should contact us on HRRecruitment@acas.org.uk in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.
