IT Service Analyst

Role: IT Service Analyst

Business area - Forestry England IT

Location - Bristol (Bs16) onsite

Contract Type - Permanent Full time

Salary - £24,323, Civil Service Pension

Job Summary: Forestry England, an agency of the Forestry Commission, manages extensive land and trees across the country. They have an IT user community of around 2000 people involved in various functions like forestry management, timber harvesting, and visitor centre management. The IT team is crucial for meeting corporate targets and supporting a modernised service based on Cloud technology.

Job Description: The IT Service Analyst will join a small Service Desk team, managing the Service Desk ticketing system, ensuring timely resolution of support requests, and maintaining high customer service standards. Responsibilities include:

• Managing support tickets via the ticketing system, phone, email, and remote support.
• Setting up new starters and processing leaving staff.
• Handling IT equipment procurement and stock management
• Providing technical support and troubleshooting in an enterprise environment.
• Collaborating with colleagues to resolve issues and support IT projects.
• Maintaining technical documentation and accurate records.

Key Requirements:

• Excellent customer service and IT technical troubleshooting skills.
• Strong organisational skills and ability to work under pressure.
• Experience in an IT support environment with exposure to some of the following: Active Directory, Azure Active Directory, Service Desk support tools, Mobile device and phone setup and support. Windows 10 &11, Office 365, Teams, MS Defender, Apple MacOS. Desk-side hardware break-fix and repair (Laptop/Desktops).Basic networking principals, cabling and patching, DHCP, DNS.
• Appropriate IT related qualifications and/or some IT industry experience
• Ability to work in the Bristol office up to 5 days per week and participate in an on-call rota for major incidents.

Person Specification:

• Friendly, approachable, and adaptable.
• Strong sense of ownership and proactive problem-solving skills.
• Ability to work both independently and as part of a team.
• Willingness to learn and share knowledge with colleagues.

Offered Benefits:

• Learning and development opportunities.
• Flexible working options.
• Inclusive and diverse work culture.
• Civil Service pension with an average employer contribution of 27%.

Further Information:

• If successful and transferring from another Government Department, a criminal record check may be carried out.
• Reasonable adjustments will be made for candidates with disabilities.