Recruitment Information Pack for Applicants
The IT Support Services department of Citizens Advice provides advice and
support for IT in Citizens Advice Bureaux in England and Wales and some
support for Citizens Advice systems and staff.
The 800 main Citizens Advice Bureau sites are connected by a high speed
secure private network which provides access to central servers and the
Internet. The original network was installed in 2002-2003 and is being
updated in a programme which should be completed in January 2008.
The data network was created to support a Case Management System
(CASE) enabling CAB staff to record case information in a central system
facilitating and improving the feedback of information to government.
The provision of the secure network and a computerised case recording
system (CASE) has increased the bureau’s reliance on IT. Whilst central
support is in place to guarantee access to the Internet and CASE, there is no
common IT Strategy which bureaux follow at a local level.
Citizens Advice has an IT framework which aims to achieve the following
To improve the consistency of IT across the service
To increase IT skills enabling bureaux to become more self-supporting
To help bureaux obtain benefit and value from the core infrastructure
You will assist our member bureaux in achieving this framework and
improving their IT infrastructure generally by providing technical guidance and
implementation consultancy. Some bureaux have good levels of IT
competence; others may have very little and will need more help. A part of
your role will be to identify where help is most needed as demand may well
exceed our resources.
Although you will mostly be working without direct supervision you will be both
part of the regional implementation team and part of the national IT support
team . You will report to an IT Management Consultant.
Our IT services to bureaux include a national IT Helpdesk. The Helpdesk
provides first line assistance in resolving IT problems. In some
circumstances, the Helpdesk will assign problems and tasks to you where a
visit is necessary to provide a resolution. These visits may be in addition to
the scheduled implementation planning assistance you are providing within
the consultancy framework.
Working in Citizens Advice Regions and Wales
ICT Analysts will be assigned to work with bureaux across England and
Wales. Whilst you will work mainly in a defined area, you may be asked to
work anywhere within England and Wales.
The two posts currently vacant cover:
1 South East England
2 East Anglia and the East Midlands.
Our member bureaux are located in cities, towns and villages throughout
England and Wales and you will need to be able to travel to any of them to
provide the support as required. Travel will feature prominently in your role
and you must understand that our bureaux are not always located in areas
easily reached by public transport. You will be classified as a home based
worker as most of your time will be spent working directly with bureaux but
you will often meet with your IT Management Consultant based in our Field
Offices. You will also meet regularly with your ICTA colleagues and
occasionally with the IT Heldesk team based in Swindon.
The purpose of this role is to ensure that bureaux remain able to make best
use of the IT infrastructure. It is also about bringing significant change to our
member bureaux – providing them with the modern systems essential if they
are to continue to provide excellent service to their clients.
Role title: ICT Analyst – Bureau IT Support Services
Reporting to: IT Management Consultant
Band: Professional and Specialist
to provide specified IT assistance and consultancy to bureaux in accordance
with the IT Framework
to respond to bureaux assignments received from then IT Management
Consultant and the IT Helpdesk
to provide support and promote best practise to those working in Bureaux in
an IT capacity
to produce and deliver presentations, written reports and technical guidance
to feedback from Bureaux to Citizens Advice and work as required to help
develop Citizens Advice’s IT Programmes
Scope of role:
The ICT Analyst will work predominately within an assigned area or Citizens
Advice region but may be required to work anywhere within England and
Wales. The role is to provide technical support, assistance and guidance to
bureaux – as requested by the Helpdesk or the IT Management Consultant for
the region(s) concerned. Each bureau is an independent organisation and so
any technical change effected directly by the ICT Analyst must be agreed with
the Bureau Manager and the IT Management Consultant.
Key areas of Key elements/tasks % of
1. Implementation Carry out technical audits to the agreed
of IT Framework specification. 30
in line with the Providing consultancy and recommendations
Bronze, Silver in line with the Bureau Implementation Plan
and Gold and scheduling of key milestones with bureau
Standards Writing and communicating audit reports and
recommendations to bx and internal IT
2. Helping bureaux maintaining contact with assigned bureaux in
to implement respect of planned / recommended IT
technical change changes 30
responding to questions in respect of planned
providing information in respect of IT
Assisting and advising bureaux when
problems or issues arise
3. Responding to Recording and scheduling support calls
technical received from the help desk or the local IT
problems and Management Consultant 20
issues Assessing nature of the issue prior to any on
site bureau visit
Providing on site advice in respect of the
Providing written confirmation of the advice
given as appropriate
4. Providing Maintaining a thorough awareness of the
Guidance to Citizens Advice IT programmes and the IT
bureaux about implications for bureaux 10
Citizens Maintaining an awareness of Citizens Advice
Advice’s IT current IT strategy and standards
Programmes Providing advice and guidance to bureaux
and assist within the assigned area / region about
Citizens Advice Citizens Advice’s IT programmes and IT
in the standards
development of Feedback Bureaux experiences to Citizens
Programmes Assist as required in the development of the
Citizens Advice’s IT Programmes
5. Call logging, Recording all contacts and assignments
customers and using the approved call logging database
communication Ensuring excellent communications with
Maintaining excellent communications with
others in the implementation team – locally
1. A thorough knowledge and understanding of Microsoft networking,
software and operating systems to the level expected of a Microsoft
Certified Systems Engineer/Microsoft Certified Systems Administrator
2. A knowledge and understanding of security, backup and disaster
recovery approaches including solutions to virus risks at both PC and
3. An appreciation and awareness of data communications over local
wide area networks
4. Highly developed communication skills – both written and verbal – with
the ability to explain technical issues in a non-technical language.
5. An ability to present confidently to bureaux representatives at
workshops and clinics and on a one-to-one basis
6. An ability to advise others in respect of planning for new and enhanced
local area networks
7. An understanding of successful IT support including a well developed
ability to assess and diagnose technical problems in a logical way
8. An ability to support and advise people with little technical background
or with low level of IT confidence.
9. A good appreciation of the need for IT standards and policies in a large
10. An ability to manage own work in an organised and methodical way
and to maintain accurate records
11. An understanding of the essential dynamics of successful team
12. An understanding of and a strong commitment to excellent customer
13. An understanding of and commitment to the aims, principles and
policies of the CAB Service.
14. An understanding and commitment to equal opportunities.
15. Willingness to travel throughout England and Wales as required
including occasional overnight stays.
16. Possession of a clean driving license and use of a car or be otherwise
able to fill the mobility requirements of the post.
Weighted Criteria: Criteria 1, 4, 5, 6, 7, 8 and 9 are weighted and must be
fully met at both shortlisting and interview stages.
Task/Test: You will be required to take a test in respect of these criteria.
TERMS AND CONDITIONS
1. SALARY -
Salary Range: £29,457 - £26,511 per annum inclusive
An appointment will be made to a salary within the range for the post
depending upon skills and experience.
2. ANNUAL/TOTAL LEAVE
Annual leave is 26 days pro rata per annum from 1st January to 31st
December, plus 4 fixed days (normally over Christmas and New Year).
Additionally, there is Long Service Leave of 1-5 days after 3-7 years service.
3. PENSION SCHEME
Citizens Advice provides a choice of pension arrangements: a Final Salary
Scheme and a Group Stakeholder scheme. Further details of these schemes
will be provided to the successful applicant at offer and contract stage.
4. LEARNING AND DEVELOPMENT
Citizens Advice has a co-ordinated staff training and development strategy.
This will mean that training for your current job, and future career
developments relevant to Citizens Advice will be provided and you will be
encouraged to take an active role.
5. SEASON TICKET LOAN
Interest free season ticket loans (or car loans) are available on request.
6. REMOVAL AND RELOCATION EXPENSES
Individuals appointed to permanent posts (ie. excluding fixed term contracts)
in Citizens Advice are eligible for reimbursement of upto £5,000 for removal
and relocation expenses to cover costs of moving, rented accommodation,
7. EQUAL OPPORTUNITIES
At Citizens Advice we recognise that there is discrimination against groups
and individuals in society and that as a consequence they are disadvantaged
both in finding suitable employment and in securing promotion because of
race, sex, disability, HIV/AIDS, sexuality, religion/beliefs or age. We value the
diversity in our society and recognise that as an employer we can further our
strategic aims by being committed to taking positive steps to remedy this
discrimination in society. Our values include a commitment to challenge
discrimination. We require all our employees to comply with our equal
opportunities policy and to co-operate in measures introduced to promote and
implement the policy. Failure to do so may result in disciplinary action.
We will ensure that applicants and employees do not receive less favourable
treatment on grounds of race, sex, disability, HIV/AIDS, sexuality, religious
beliefs or age.
8. PROBATION POLICY
New appointments are subject to a six months probationary period.
Performance is reviewed after three months and again after six months. At
the end of the probationary period the outcome of the assessment may be
confirmation of post; notice of dismissal; or at Citizens Advice’s discretion, an
extension of the probationary period by a further three months.
9. POLITICAL IMPARTIALITY
An important part of the principle of impartiality is that Citizens Advice staff are
seen to be upholding the principle of party political impartiality. To avoid
possible misunderstanding or possible conflicts of interest guidelines have
been established on staff taking part in party political activities. More
information on this and a copy of the guidelines is available from the HR
Division, telephone 020 7833 7021. If you currently hold, or are intending to
stand for local or national party political office, we will expect you to tell us
about this if shortlisted for interview.
This post is Home Based within the South East, East Anglia and East
11. EMPLOYMENT STATUS
14. HOURS OF WORK 36 ¼ hours per week
Normal working hours are 9 - 5.15 Monday to Friday. However, these hours
may vary from week to week to meet the needs of the job.
Interviews for these posts will be held on 15/16th August at our London office.
If you are shortlisted, we expect to let you know by the 9th August.
Citizens Advice is an operating name of The National Association of the
Citizens Advice Bureaux.