Service Desk Analyst - Customer Support Advisor

We are looking to recruit two Service Desk Analysts to provide world-class customer support to help us make a difference to our planet.

As our Service Desk Analyst, the job may be suitable for hybrid working, which is where an employee works part of the week in the office and part of the week from home. This is a voluntary, non-contractual arrangement and the location advertised will be your contractual place of work.

We are looking to appoint two positions – one for a permanent post working a 24/7 shift pattern and one as a day worker in a 12-month temporary appointment which has the potential to develop into a permanent position.

World changing work

From science to technology, from meteorology to management, and from planning to communication, our expertise helps us stand out as the authority on weather accuracy and climate prediction. We help individuals, industries and government to make better decisions to stay safe and thrive. This is the Met Office. This is who we are.

• We’re a force for good - focusing on our environmental and social impact
• We’re experts by nature - always learning and developing to do things better
• We live and breathe it - putting our purpose at the heart of decision-making
• We’re better together - understanding partnerships and inclusivity make us greater
• We keep evolving - pushing boundaries to make tomorrow better for our customers

Your world of expertise

Joining our Met Office Service Desk, you will assist in delivering a world class customer service using our IT Service Management tool ServiceNow to manage customer interactions via phone and email. Working in this continuous changing environment, with global customers (both commercial and members of the public) you'll tackle a range of questions, which requires you to actively listen, and have a genuine level of empathy in times of distress or frustration.

As our Service Desk Analyst - Customer Support Advisor, you will handle questions about weather forecasts and climate, as well as helping to manage and resolve operational IT by working closely with our IT Operations and Service Management Teams.

Working patterns: we currently have vacancies for day workers and 24/7 shift workers

• Shift-working details: The 24/7 post has a roster pattern which is issued 8 weeks in advance and is typically made up of four 12 hours shifts: Day (7am - 7pm), Day, Night (7pm - 7am) then Night. These four shifts are followed by four days off. This 8-day pattern means your working days are different each week. We aim to give 24/7 shift workers some shorter weekday shifts to attend training, team meetings and pursue personal development opportunities throughout the year.
• Day working shift details: The day working post has a roster pattern which is issued 8 weeks in advance and is typically made up on Monday – Friday 8:40am – 5:00pm, with infrequent weekend work (average 1 weekend day per month, a day off in the week to balance hours)

Your key duties

• To handle questions about weather forecasts and climate
• Helping to manage and resolve operational IT by working closely with our IT Operations and Service Management Teams.

Why join us

Our work is life-changing, often life-saving and always life-enhancing. The Met Office is Great Place to Work UK certified. We are also featured on their ‘Best Workplaces in Tech’ 2023 and 2024 lists, as well as their ’54 Best Workplaces for Women’ 2023 list.

As our Service Desk Analyst – Customer Support Advisor, your total reward package will be up to £32,260 annually, which includes:

• £22,852 base pay
• £4,200 as an Unsocial Hours Shift Allowance until end March 2025, if applicable to the working pattern at your location. This allowance is currently under review and there maybe changes from April 2025.
• Unsocial hours bank holiday allowance when applicable.
• An outstanding Civil Service pension, with an average employer contribution of 27%
• Annual Leave starting at 27.5 days (plus Bank Holidays) rising to 32.5 days (plus Bank Holidays) after 5 years and option to buy or sell up to 5 days per year of annual leave

Essential Criteria, skills and experience:

1. Ability to communicate effectively and empathetically with a diverse range of internal and external customers. (Lead Criteria)
2. A general knowledge and interest across all aspects of IT, with a willingness to evolve these skills to improve the customer’s experience.
3. An enthusiasm for problem solving and an interest in developing these skills further, along with an eagerness to take ownership of customer issues.
4. Ability to work under own initiative and prioritise workload.
5. Team player with a 'better together' ethos, able to actively listen to colleagues, respect and contribute to ideas and aim to continuously improve the way we work together.

The panel may perform a preliminary sift of the lead criteria as indicated above.

How to apply

If you share our values, we’d love to hear from you! Click apply to begin your application. Please complete your career history and provide evidence against each of the essential criteria in the supporting statement questionnaire. We recommend candidates use the CARL method (Context, Action, Result and Learning) for presenting evidence of experience and skills.

Closing date 06/01/2025 at 23:59 with first stage virtual assessments during week commencing 20/01/2025, and successful candidates being invited for a face-to-face interview during week commencing 27/01/2025. You will hear from us once the closing date has passed.

How we can help

If you have any questions or would like to discuss this opportunity further, please contact us at careers@metoffice.gov.uk.

If you’re considering applying and need support to do so, please get in touch. You can request adjustments either within your application or by contacting us. Should you be offered an interview, please be aware there may be a selection exercise which could include a presentation, written test or a scenario-based activity. You can select in your application to be considered under the Disability Confident Scheme. To be invited to interview/assessment under this scheme, your application must meet the essential criteria for the role.

We understand that great minds don’t always think alike and as an equal opportunities employer we welcome applications from those with all protected characteristics. We recruit on merit, fairness, and open competition in line with the Civil Service Code.

We can only accept applications from those eligible to live and work in the UK - please refer to GOV.UK for information. We require Security clearance, for which you need to have resided in the UK for at least 3 of the last 5 years to be eligible. You will need to achieve full security clearance within your first 6 months with us.