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Are you a problem solver?

Do you work well in a team?

Do you have great customer service skills?

As a member of the multi-skilled DDaT (Digital, Data and Technology) function is it essential the post-holder works closely and collaboratively with colleagues across the team, especially within Service Delivery and IT Operations but also engaging the wider DDAT Team and the business.

You will deliver 1st & 2nd line support ensuring excellent customer service and technical support whilst following service management processes and procedures to ensure Commission colleagues are able to perform their duties without impediment.

You will work closely and collaboratively with colleagues across the function, within the Service Delivery Team, the IT Operations Unit and the wider Commission. You will be required to provide guidance and information, via appropriate channels telephony, email, service desk tools, Teams and AI. Liaison with key suppliers is also required on occasion therefore communication skills are key.

Asset Management is key to the role you must be proactive in your approach, updating lists, managing lifecycles, engaging procurement adhering to process and audits and updating when relevant.

Key Responsibilities:

You will deliver the first line and triage facility for IT customer service support across the Charity Commission delivering a high standard of service as this role contributes to the overall effectiveness of the Commission by ensuring that all colleagues are able to perform their duties without impediment.

You will follow the Charity Commission procedures to deliver responsive Service Management practices including logging user requests, monitoring triage queues, take responsibility for allocated requests, request identification, resolve incidents, progressing service request in-line with SLA, re-assigning requests accordingly however maintain ownership for customer interaction and satisfaction. You must seek to look at improvements and whilst maintain core values.

Incident Management

Utilising Service Desk Toolkits to manage, progress, update and record incidents ensuring customer engagement and excellent customer service is priority

Request Fulfilment

Ensuring requests are recorded and tracked against relevant SLA to ensure timely delivery and fulfilment.

Desktop Support

Utilise skills and experience to support operating systems, builds, upgrades and the future of the commissions landscape and environments.

Change Management

Manage and deliver CAB according to the schedule, updating documents, TOR and audience to support the board and decisions. Confident to deliver E-CAB when appropriate.

Service Catalogue & Asset Management

Lead on SharePoint development to track and audit assets, including other elements such as Cost to Serve and Service Catalogue updates. Support Audit and ongoing improvement ideas.

Ability

• Has the ability to manage own time-effectively including workload prioritisation
• Able to empathise with the end user and use customer-focused metrics to achieve a satisfying outcome
• Has the ability to manage expectations whilst maintaining a positive customer experience
• Explain technical issues to non-technical staff
• Ensure positive customer experience at all times
• Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements
• Takes full accountability for actions taken and decisions made
• Able to add a commentary to relevant reports that provides an interpretation for the data set

Experience

• Experience of working within a multi-disciplined IT function
• Resolves user requests to a minimum of the agreed service level agreement
• Working knowledge and experience of the following service management processes:
• • Change management
  • Incident management
  • Problem management
  • Request fulfilment
  • Asset management

• Experience of procurement
• Experience of producing relevant reports in a standard format in an agreed timeframe. working with key stakeholders to discuss any changes in the reporting process
• Support Microsoft desktop operating systems and applications
• Support of Business Applications
• Creation and maintenance of support documentation
• Creation and maintenance of SharePoint sites and lists
• Creation and maintenance of AI and Copilot related platforms

Technical

• ITIL Qualified or working towards
• Understands the full-Service Management lifecycle
• Making changes via Azure
• Simple network & Wi-Fi troubleshooting
• Office 365
• D365
• Desktop Support
• Mobile Support
• SharePoint Knowledge
• AI knowledge and working to develop skills further
• Knowledge of Power Platforms and Power Automate is desirable

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

• Making Effective Decisions
• Communicating and Influencing
• Managing a Quality Service

This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed

Watch this short video to find out more about us. short video

We operate a flexible hybrid working policy where office attendance is combined with homeworking days dependent on role and corporate requirements.

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.

We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 28.97%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our ‘Perkbox’ and ‘Edenred’ schemes. These include everything from an interest-free season ticket loan, tenancy deposit loan scheme and bicycle loan (after two months) to discounts on gym membership, cinema tickets and restaurants. Please see the attached Charity Commission benefits document.

A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30 days per year. You have the opportunity to purchase up to an additional 5 days annual leave (pro rata) per year, requests must be submitted in the February of that year.

The Charity Commission’s operational ambition is to realise the Commission’s values of being an expert regulator that is fair, balanced, and independent, which works in a way that is supportive, collaborative, and innovative to achieve our ambitions. We want to develop our capability to regulate charities to realise this goal and meet our statutory and public duties to ensure that charity in England and Wales can deliver maximum benefit to society in a way that upholds its reputation in the eyes of the public.

Work at the Charity Commission and you’ll make a difference every day to:

• The 170,000 charities of all shapes and sizes that we regulate across England and Wales.
• The trustees we partner with and advise.
• The people and causes that benefit from the £10bn generously donated each year by the public.

Find out more about working for us here.

To note: Any move across the Civil Service on or after 4 October 2018 may have implications on an employee’s ability to carry on claiming childcare vouchers.

Job contact :

• Name : Gary Mooney
• Email : Recruitment@charitycommission.gov.uk

Recruitment team

• Email : charitycommissionrecruitment.grs@cabinetoffice.gov.uk