FRONT OFFICE SUPPORT TECHNICIAN – PC SUPPORT
The United Kingdom Hydrographic Office (UKHO) plays a vital role in the UK’s maritime
Defence capability and supporting safe navigation at sea. As an agency of the MOD and a
world-leading supplier of navigational Charts and Publications, we are at the forefront of
hydrographic digital product development and services to the worldwide maritime
To carry out 2nd line support duties for the UKHO Computers, Printers and
Telephone infrastructure, including the resolution of customer incidents and the
implementation of customer requests within defined service targets. The post holder
will be responsible for the administration and installation of equipment, system
configuration, production of statistics and diagnostic information.
2nd Line Support
The post holder will be responsible for the day to day operational and
administration support of the UKHOs, computer, printer and
telecommunications infrastructure. This includes PC/Laptop Support, software
installation (both manual and automated via remote tools), software support
(both in-house and COTS), technical configuration of PC hardware, file and
print services, operating systems, network configuration of PC’s/printers,
email, Audio Visual equipment, Blackberry handsets and other mobile
The post holder will be required to investigate, diagnose and resolve customer
incidents relating to desktop IT and telecommunications infrastructure within
defined service targets. Resolution should be carried out via remote tools
where possible, otherwise by visiting customers in their location. Incidents can
relate to both hardware and software issues.
The post holder will be expected to provide technical advice and assistance to
both the UKHO customer and other members of IMT as required.
Delivery of Customer Requests
The post holder will implement customer requests for new software, hardware
and telecommunications (or changes to) within defined delivery timescales.
In the case of requests for non-standard items the post holder will be required
to complete a technical Impact Analysis which includes testing, detailing the
work to be carried out, roll back procedure, impact, timings etc.
The post holder will be required to plan, build and test the deployment of both
hardware and software rollouts to the end user. A consistent method must be
followed as this reduces the likelihood of customer incidents being raised.
Liaison with other IMT teams, including change management, is essential if
the deployment is to be successful.
Using standard processes, procedures and tools, carry out defined tasks
associated with planning, installation, upgrade, operation, control and
maintenance including research and development work as required.
Creation of software deployment packages.
Provide technical expertise and support IMT projects as directed by Project
Periodic updating of desktop/laptop base build configurations.
The post holder will be required to resolve telephone related incidents. This
will often involve tracing telephone ports back to the Telecommunications
Frame Room and if required arranging 3rd party suppliers to provide a
The post holder will be required to enable telephone ports for new telephone
requirements/office moves, where cabling infrastructure exists.
Post holder will be required to complete Impact Analysis for service/change
requests to determine whether work can be implemented by PC Support or 3rd
Post holder will be required to set up voice mail, hunt groups, carry out
extension swaps and other admin duties.
The post holder will be required to monitor the call-logging system ensuring
there is no improper use of the telephones, e.g. by creating filters for premium
rate numbers. Any findings of misuse to be reported to the PC Support
Manager in the first instance.
Utilise Service Management Tools to manage user incidents and requests to
completion within agreed timescales.
Completion of electronic change forms for all IT equipment that the post
holder re-locates, within 24 hours of an IT move.
Maintain system support documentation, e.g. standards, procedures,
configuration information, fixes etc in a central knowledge base.
Assigning incidents/requests to PC Support technicians when on Support
Provision of reports/information as directed by the PC Support Manager or
other IMT members.
Regular housekeeping tasks including Windows Server Update Service,
Sophos, Active Directory, Altiris.
The post holder needs to be a team player, self motivating, with a positive and pro-
active approach to the challenges that the post demands. The post holder must be
focused on the timely delivery of solutions to support the UKHO business needs at
The post holder should also possess the following attributes:
Excellent communication and interpersonal skills.
Ability to plan and prioritise own workload to meet targets and objectives.
Ability to understand the needs of the customer.
Sound decision making skills.
KNOWLEDGE AND SKILLS
Practical experience in a 2nd line support environment, supporting Windows
XP, and Windows 7 in a live environment, including experience with Active
Experience in supporting MS Office XP, 2003, 2007, 2010, and Internet
Explorer in a live environment.
Experience in supporting hardware, fault diagnosis, configuration, including
Knowledge of networking concepts.
Has evidence and can demonstrate good problem solving skills.
Excellent customer facing skills.
General awareness of the ICT marketplace and emerging technologies.
Experience of using the Assyst Service Management tool or similar.
Experience of using AppleMac.
Experience of using VMWare.
Experience in using the Altiris Client Management tool or similar.
Experience in using Wise Packaging tool or similar.
Experience in supporting Nortel/Meridian Telephone systems.
Experience in supporting Audio Visual equipment including Video
Blackberry Handheld devices and Blackberry Enterprise Server.
Awareness of the Internal Market mechanism.
Experience in managing major jobs i.e. software rollouts/ hardware refresh
through to successful outcome
Experience in software packaging for deployment.
Microsoft Certified Professional qualified or equivalent.
Microsoft trained/certified in Windows 7.
ITIL Foundation Certificate in IT Service Management
The starting salary is £23,446. Pay progression is performance related up to the current
maximum of £27,846
The salary is paid monthly by credit transfer to an approved bank or building society.
(For established Civil Servants starting pay may be determined under the rules for starting
pay on promotion, other rules will apply for those serving on a casual basis or on a period
Normally a 5-day week of 42 hours, including lunch intervals. There is also an option to
participate in a flexible working hour’s scheme.
The annual allowance is 25 days on entry, rising to 27 days after 5 years and 30 days after
10 years service. In addition all staff receive 8 days public holidays and 2½ privilege days
taken at fixed times of the year.
The appointment will be covered by Civil Service Pensions. The CSP provides benefits
within the benefits and contribution limits set out by the Inland Revenue. You may be able to
choose between two pension arrangements: Nuvos or the Partnership Pension Account.
You do not have to join the Civil Service Pension arrangements; you may opt out and be
covered instead by a personal pension or the State Second Pension (S2P). Further
information will be provided to successful candidates.
OTHER BENEFITS INCLUDE
Paid and unpaid maternity/paternity leave, paid adoption leave and access to the workplace
Access to the workplace gymnasium.
This is a Ministry of Defence non-reserved post, for which applicants must be British citizens,
citizens of the Irish Republic, a Commonwealth state or EEA nations. Successful applicants
will require DVA security clearance you will, therefore, need to have resided in the UK for a
minimum of 5 years.
Completed application forms must reach The HR Recruitment Team, Walker 21, United
Kingdom Hydrographic Office, Admiralty Way, Taunton, Somerset, TA1 2DN by 24 August
2012. Earlier receipt would help the Office. The receipt of application forms will only be
acknowledged if a stamped addressed envelope is provided.
Applications will be screened initially by means of a sift board. Those candidates who fulfil
the sift criteria will be invited to interview. It is essential that application forms give a full but
concise description of the nature, extent and level of responsibilities held. The interview will
last about 40/45 minutes and will usually be conducted by 3 interviewers, whose questions
will mainly be on subjects connected with work experience as well as relevant topics of
general interest. The aim will be to gain an insight into candidates’ ability to communicate
their personal and interpersonal skills and intellectual, technical and professional ability.
The United Kingdom Hydrographic Office will carry out enquiries about age and nationality,
health and other matters, to ensure that successful candidates are qualified for appointment.
Only when enquiries are completed satisfactorily, will the United Kingdom Hydrographic
Office make a formal offer of appointment.
The Agency’s recruitment processes are underpinned by the principle of
selection for appointment on merit, on the basis of fair and open
competition, as outlined in the Civil Service Commissioners'
Principles, which can be found at www.civilservicecommissioners.org.
If you feel your application has not been treated in accordance with the
Principles and you wish to make a complaint, you should contact the
Recruitment Team, United Kingdom Hydrographic Office, Admiralty
Way, Taunton, Somerset TA1 2DN, in the first instance. If you are not
satisfied with the response you receive from the Agency, you can
contact the Office of the Civil Service Commissioners.
The Civil Service is an equal opportunity employer. It is Government Policy to provide equal
opportunity for employment, career development and promotion in the Civil Service to all
who are eligible, on the basis of ability, qualifications and fitness for work. Applications are
welcome from all suitably qualified individuals irrespective of race, gender or marital status.