2nd Line Tech Bar Analyst

2nd Line Tech Bar Analyst

Digital & Information

Swindon – Office based

Full Time

Band C: £26,406 per annum

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

Our people are the heart of our success. We are always looking for talented individuals to join our team and play a part in that success that’s why we invest and grow our workforce. In return for your talent and contributions, we offer flexible and family friendly working arrangements, a generous benefits package, an inclusive working environment that values your contribution, and opportunities to develop your skills and career with us.

D&I is an internal IT department within UK SBS who provide multiple services to our clients. The teams are responsible for the support and maintenance of UK SBS line of business enterprise applications, as well as delivery and support of commoditised IT to UK SBS and specific clients.

You will provide walk-up 1st and 2nd line support to our customers that can be resolved within short timeframe and do not require technical actions to resolve/provision. The objective is to find the quickest route to get the user back to work with the most appropriate user support experience for their needs.

Responsibilities will include:

1. Technical Support: Troubleshooting software, hardware, and network issues for employees or customers.
2. Device Management: Setting up, configuring, and repairing laptops, desktops, tablets, and mobile devices.
3. Software Assistance: Helping users install, update, and troubleshoot applications.
4. Password & Account Support: Assisting with login issues, account setups, and security concerns.
5. Customer Service: Providing friendly, patient, and effective tech support.
6. Training & Guidance: Educating users on best practices for security, software, and device usage.
7. Incident Documentation: Logging and tracking issues using a ticketing system like ServiceNow
8. Collaboration with IT Teams: Escalating complex issues to other IT support levels when needed.

To do this role well you will need:

• Proficiency with Windows, macOS, iOS, and Android operating systems.
• Knowledge of networking principles and troubleshooting.
• Excellent problem-solving skills and attention to detail.
• Strong interpersonal and communication skills.
• Ability to work independently and as part of a team.

To find out more about the skills, knowledge and behaviours we’re looking for, read the detailed job description.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

Submitting an application

If you wish to apply for this vacancy, you must submit your application by 24th February 2025. Interviews will take place on the 4th March 2025.

You must submit a CV as part of the application process. Your CV should set out your career history including training and qualifications, with key responsibilities and achievements. Please ensure that each entry of your career history also has a few sentences outlining a description and the key elements of that role.

We reserve the right to close the vacancy early if we receive a high volume of quality applications.

Things you need to know

To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

Working pattern

Our standard working week is 37 hours, Monday to Friday. This role is office based 5 times a week, in our Swindon office.

Benefits

• A generous annual leave allowance
• Flexible working and family friendly policies
• Excellent defined benefit pension scheme
• Cycle to work scheme
• Season ticket loans
• Employment Assistance Programme
• Childcare scheme and on-site nursery (at our Swindon office)

Find out more about the benefits of working at UKSBS.

Inclusion, accessibility, and adjustments

As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

Find out more about out equality, diversity and inclusion commitment and vision.

For additional information, to discuss reasonable adjustments, or if you’d like a confidential discussion please contact our recruitment specialists.