Maritime and Coastguard Agency

About Maritime and Coastguard Agency

If so, we would love to hear from you! We are looking for Service Desk Analysts to operate within our exciting Service Desk Team. You will be responsible for co-ordinating the first line technical 24/7 network operations support for all MCA IT applications and services across sites, including end user computing. You will monitor inbound calls, support operators in service resolution and intervene in difficult calls. This role provides you with a fantastic opportunity to be a part of a critical team at the MCA, operating within a support team that makes a real difference for the UK public. Responsibilities Roles Responsibilities include and not limited to: Support the management of the MCA 24/7 network operations help desk. First line response to internal and external customer incidents and queries. Supporting the management of call resolution, incident, problem, change and request management, managing and coordinating support issues. Working with appropriate user groups to ensure the smooth running of the help desk functions. Managing day-to-day relationships with internal customers. Supporting the delivery of continuous improvement and innovation for all live services. Please see the attached Role Profile for an in-depth view of the post. Shift expectancy is 12 hours and will consist of both day and night working. The full pattern will be discussed if successful at interview. About You Our ideal candidate: Experience working within a Service Desk environment Awareness of SLA and KPI reporting. Exposure to Incident Management, Problem Solving and Fault Analysis, Change Management and Service Request Management. Awareness of technical design, implementation and security. - A strong ability in identifying user needs and building relationships across the organisation. - A proven ability to communicate efficiently and effectively with stakeholders of all levels and consistently manage expectations.. Ability to adapt communication styles as appropriate. Must be able to work shifts including nights/weekends & public holidays. About us The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea. The work of the Maritime and Coastguard Agency (MCA) makes a vital difference to hundreds of people every single day. We prevent the loss of life at sea and on the coast in the UK. People rely on our 24-hour emergency service 365-days a year. When you join us, you can be confident you are doing work the matters. Safer lives, Safer ships, Cleaner seas. Our vision is to be the best maritime safety organisation in the world. Find out what it's like to work at the Maritime and Coastguard Agency We are part of the Department for Transport (DfT). DfT is a great place to work, and our ‘one team’ approach really makes a difference. We value our staff and that’s why we’re committed to nurturing an inclusive environment across the Department. You’ll be part of an innovative organisation that invests in all our people, ensuring we have the diverse skills to deliver transport that moves Britain ahead now and into the future. Behaviours We'll assess you against these behaviours during the selection process: Changing and Improving Working Together Delivering at Pace Communicating and Influencing Seeing the Big Picture Leadership Technical skills We'll assess you against these technical skills during the selection process: Customer service management

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