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ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact onr.human-resources@onr.gov.uk.

ONR is not a Civil Service department, however, we are an arms length body of Department of Work and Pensions.

About ONR

The Office for Nuclear Regulation (ONR) is responsible for the regulation of nuclear safety and security across the UK. Our mission is to provide efficient and effective regulation of the nuclear industry, holding it to account on behalf of the public.

As part of its 2025 strategy ONR is committed to being a modern and transparent regulator, delivering trusted outcomes and value. We are making substantial investments in new digital technologies and skills to enhance our regulatory processes and management of information.

About the Role

To provide 1st and 2nd line support for all IT issues raised within the service management tool, and to triage where appropriate, under an ONR hybrid IT support model. Service Desk Analysts are crucial to a reliable and successful IT operation of our organisation across all ONR office locations and associated data centres, working in conjunction with a number of Managed Service Providers. The role will perform tasks such as receiving requests and incidents from customers, triaging using the appropriate ITSM service tool and trying to resolve end user queries. In addition, an understanding of when to escalate issues to senior members of the team is fundamental part of the role.

Principal Responsibilities

• To provide first and second line service desk support to staff for hardware, software, audio-visual, multi-functional devices, and telephony equipment
• To assist with the purchase, setting up, maintenance and repair of computers, audio-visual equipment, computer-linked equipment, and computer-related equipment
• To install and configure software applications.
• To help maintain appropriate stock levels of computer consumables and accessories and to raise purchase orders as necessary ensuring that value for money is obtained.
• Field and triage calls from end users within a service desk and own the issue through to resolution.
• Escalate service and incidents using the appropriate methods.
• Support staff and the wider ITDD team with the use of new and existing technologies.
• Ensure the availability of IT Services, systems, and associated business critical resources.
• Ensure consistent housekeeping checks are in place and associated records are maintained.
• Assist in producing and maintaining IT statistics, reports, checklists, and other relevant technical documentation to the relevant standard.
• Ensure personal knowledge and exposure to service desk tools and techniques remains up to date, appropriate and relevant.

CDM Responsibilities

• None currently, however, at this level there could be an expectation to manage staff in the future – please make yourself aware of the CDM R2A2 on the staff handbook which details CDM responsibilities
• Role Profiles – ONR Intranet – onr.kahootz.com

Location/Travel

This post may be undertaken from a base at any one of ONR’s office locations (Bootle, Cheltenham, or London).

ONR operates hybrid working (working in the office and or at home) as part of our flexible working policy. There is an expectation that everyone will spend time in the office on a regular basis, recognising that some work is better done face to face. Managers will work with their teams on what works best to meet individual, team, business and organisational needs to enable collaboration, as well as balancing personal choice and wellbeing.

Clearance Level

BPSS

Person Specification

ONR is committed to being an inclusive employer and we welcome and encourage applications from all applicants. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free. For example, providing job descriptions in alternative formats, and providing communication support and accessible venues. If you would like to discuss how we can support you, please contact (ONR.Human-Resources@onr.gov.uk/ or 0203 028 0133 / 0203 028 0120) who will be able to provide further information and discuss any reasonable adjustments you may need during the recruitment process. We will offer an interview to disabled people who meet the minimum criteria for the role. Applicants also have the choice to opt into our Guaranteed Interview Scheme when completing their application where we will offer an interview to disabled people who meet the minimum criteria for the role.

ONR recognises it has a role to play in helping those leaving the Armed Forces (veterans) and have introduced a Guaranteed Interview Scheme for veterans. This is part of a government initiative known as the ‘Great Place to Work for veterans. Veterans are officially defined as anyone who has served for at least one day in His Majesty’s Armed Forces (Regular or Reserve). All veterans who meet the minimum criteria for a role will be invited to interview and they have the choice to opt into this scheme when completing their application. To be eligible to apply for roles under the initiative, veterans must meet certain eligibility criteria below.

• have served for at least one year in His Majesty’s Armed Forces (as a Regular or Reserve)
• be in transition from, or ceased to be a member of, His Majesty’s Armed Forces; and
• not already be employed by ONR.

Qualifications

Successful applicants should hold or be willing to achieve the following qualifications within the first 12 months:

• ITIL V4 Foundation Certification, or equivalent (Essential)
• MTA Cloud Fundamentals, or equivalent (Desirable)

Essential Skills/Job Related Expertise

• Proven experience of being able to resolve end user requests within service level agreements; empathise with end users and improve service metric.
• Proven ability of delivering a quality service whilst being able to manage multiple priorities.
• An ability to track, log and correct information to protect assets and components.
• An ability to review process efficiency and suggest ways to optimise processes.
• Service reporting – Produce service reporting in a standard format and to agreed timescales.
• Technical understanding – Demonstrate an awareness of different IT products and services with a high level of understanding of what it involves.
• Evidence of being able to communicate to and work effectively with a wide range of stakeholders.
• Proven ability of delivering a quality service whilst being able to manage multiple priorities.
• Confidence in the use of modern Microsoft based IT tools and applications.

An annual leave allowance of 25 plus 8 days public holiday. There is also an entitlement to 1 privilege day. Your annual leave allowance will increase by 1 day each year up to a maximum of 30 days.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A civil service pension

Job contact :

Name :
Stephen Rutherford
Email :
Stephen.rutherford@onr.gov.uk
Telephone :
07717422252

Recruitment team

Email :
ONR.Human-Resources@onr.gov.uk