Customer Support Operative - IT Service Desk, Plymouth

About the job

Job summary

We have an exciting opportunity to join the Service Management Centre, IT Service Desk Team as a Customer Support Operative, where you will be responsible for providing a single point of contact and an exceptional level of customer service for all HM Land Registry internal users.

This is a great opportunity to gain exposure of working in a mature, large scale IT Operation. You will also have the opportunity to learn within a front-line IT Service Desk support operational team and progress through a career aligned to the Government Digital and Data Framework.

Job description

The team owns the Incident and Service Request processes and fixes over 60% of incidents first line.

Main Duties:

• Provide a single point of contact for all IT user enquiries via our telephony system and other access channels into the IT Service Desk.
• Raise and respond to requests for investigation using our Service Management tool
• Respond to requests from the central IT Service Desk workstream - providing clear and concise instruction or information to users.
• Assure a high level of customer support and user satisfaction in all dealings.
• Ensure all user enquiries are processed and tracked in accordance with ISO20000 industry compliant service management procedures
• Keep users informed of progress of their requests and system issues; carrying out appropriate escalation when required
• Work collaboratively with service management cells and other teams to enhance service and customer knowledge, resources, and experiences.
• Support Service Improvement and project related activity
• Work towards ensuring the team meet their key targets.

For further information about the role, please see the attached Job Description and Candidate Pack.

Working arrangements

Please note a minimum of 30 hours per week is required for this post, or Job Share arrangements.

Please see the attached job description, detailing the Service Desk opening hours between 7am - 5pm. There is a requirement to provide occasional cover on a weekend, which is currently worked as overtime.

HMLR expect everyone to spend at least 60% of their working time in the office.

Person specification

To be successful in this role, you will need to demonstrate the below:

Essential Technical Skills:

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
• An awareness of IT infrastructure and/or IT operations.
• Ability to attain Service Management qualifications - such as ITIL4 Foundation.
• Experience in the use of Microsoft Business Applications, specifically desktop software applications.

Essential Experience Criteria:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Displays patience, provides tactful advice, especially under pressure and where there are competing demands.
• Demonstrates an adaptable approach to problem solving.
• Ability to adapt to changing environments.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.
• Ability to work and collaborate as part of a multi-functional team.
• Able to work flexibly, contribute positively to the team environment, work effectively with limited supervision.

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This roledoes notmeet that category, andwe will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

Behaviours

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

• Communicating and Influencing
• Working Together
• Delivering at Pace

Technical skills

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

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
• An awareness of IT infrastructure and/or IT operations

Benefits

Alongside your salary of£26,811, HM Land Registry contributes£7,767 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity-we value honesty, trust and doing the right thing in the right way.
• We drive innovation-we are forward-thinking, embrace change and are continually improving our processes.
• We are professional- we value and grow our knowledge and professional expertise.
• We give assurance- we guarantee our services and provide confidence to the property market.

The HMLR Way - Our Shared Commitment

What you can expect from HMLR:

• Inclusive&Empowering:A positive, healthy environment where everyone feels valued and empowered to contribute
• High Performance: Access to tools, resources, and development opportunities within a supportive culture
• Value&Recognition:We value team and individual improvement, learning from setbacks as much as celebrating success
• Clarity&Transparency:Clear communication of our vision and priorities, so our direction and decisions are evident

You can find more information on our rewards package on our website.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Ability, Experience and Technical skills.

To apply, you will be asked to complete a short application form in the first instance and take the following test:

• Customer Service Skills Test (Customer Service Test)

Should you be successful in the test, you will be asked to complete the full application form. Please complete your CV to include your work history, experience and qualifications.

We will be scoring your CV against theessential experiencecriteria:

• Proven experience of delivering a quality customer service in a fast-paced environment.
• Displays patience, provides tactful advice, especially under pressure and where there are competing demands.
• Demonstrates an adaptable approach to problem solving.
• Ability to adapt to changing environments.
• Effective communication skills, including the ability and flexibility to interact and build working relationships.
• Ability to work and collaborate as part of a multi-functional team.
• Able to work flexibly, contribute positively to the team environment, work effectively with limited supervision.

You will then be asked to demonstrate how you meet the followingessential technicalcriteria (in up to 250 words each):

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.
• An awareness of IT infrastructure and/or IT operations.

If we receive a high number of applications, we reserve the right to complete an initial sift on the leadessential technicalcriteria, as below:

• A strong will and desire to provide first class customer support via our telephony and other electronic media platforms.

Please review your application form before clicking'submit'- once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications - this is 23:55pm on the advertised date.

The sift will take place shortly after the closing date. If successful at this stage, you will be invited to attend a face-to-face …