Organisation STFC
Organisation Detail Science and Technology Facilities Council
Reference Number IRC247915
Location Warrington See on Map
Salary £30357 - £37947
Date Posted 07 January 2019
Grade RC-D
Contract Type Open Ended
Hours Full Time
Closing Date 04 February 2019
Interview Date 15 February 2019

Brief Description

Salary: £30,357-37,947
Grade: RC-D
Contract Type: Open-Ended
Hours: Full Time
Closing Date: 4th February 2019
Interview Date: 15th February 2019

The Hartree Centre is looking to recruit a talented Customer Support Professional to the Customer Services Group to assist in the running of the service desk function. We operate a service desk according to ITIL best practice and the role will include providing second-line support to the customer service desk. 

List of Duties/Responsibilities:

  • act as the public face of the Hartree Centre customer service group. Route queries to the appropriate staff and ensure they are resolved
  • deliver professional, customer-focused support to users of Hartree Centre services
  • manage the continued development of ServiceNow, the Hartree Centre’s IT Service Management application
  • lead a process of continuous improvement to constantly improve the user support service, based round ITIL
  • operate the Hartree Centre service desk during office hours on a shared rota basis.  Ensure that incident tickets are resolved or re-routed to L2/L3 support within SLA targets
  • monitor problem tickets and service enhancement request.  Ensure they are processed within SLA targets
  • set up, manage and retire projects as needed in the user management system
  • maintain and develop user documentation
  • proactively engage with users through development and implementation and analysis of user satisfaction surveys and other mechanisms as required
  • supporting the operational and logistical elements of:
    • Hartree Centre business development events
    • the Hartree Centre’s presence at external events and exhibitions, working collaboratively with the Hartree Centre Impact & Engagement/Business Development teams
  • responsible for routinely generating appropriate performance indicators, and for providing analysis of those indicators, with recommendations on improvements and changes
  • conduct routine analysis of user statistics, metrics, and publish regular reports.

Contacts and Communication:

  • you will need to have excellent communications skills to ensure that you can communicate effectively with all stakeholders, especially our customers, users and staff. You will report to the Customer Support Manager, Customer Services Group.

Personal Skills and Attributes

The Customer Services Group are looking for:

  • someone who is bright with lots of initiative
  • someone who is incredibly proactive
  • someone who is willing and keen to learn new skills
  • someone who is a natural problem solver with excellent attention to detail
  • someone who is technically astute with a good working knowledge of Linux
  • someone who is happy to take responsibility and see projects through to a successful conclusion and act on your own initiative to ensure the provision of an excellent service to Hartree Centre customers.

Other relevant information

Skills and personal development opportunities will be made available, tailored to your specific needs and the needs of the Hartree Centre.

You will be expected to undergo National Security Vetting to SC level before being confirmed in this role. One of the requirements for this is that you have been living in the UK for at least five years.

There is a requirement for occasional travel to work related meetings within the UK. International travel may be required in exceptional circumstances.

Organization Description

UK Research and Innovation is a new entity that brings together nine partners to create an independent organisation with a strong voice for research and innovation, and a vision to ensure the UK maintains its world-leading position in research and innovation. More information can be found at

The Science and Technology Facilities Council is a world-leading multi-disciplinary science organisation, and our goal is to deliver economic, societal, scientific and international benefits to the UK and its people – and more broadly to the world.

Shortlisting Criteria


  • degree in a scientific or technical subject or equivalent relevant experience
  • extensive experience of delivering L1/L2 technical service desk support to a either a commercial or scientific user community
  • extensive experience using ServiceNow or similar IT Service Management application
  • understanding of the ITIL process
  • excellent communication skills
  • extensive experience in formal communication with user communities
  • logical approach to problem solving
  • ability to work independently
  • routine experience of using core Linux skills, such as navigating a filesystem, creating user accounts and directories, and changing permissions on files and directories
  • quality of Cover Letter.


  • ITIL Foundation or Practitioner accreditation
  • PRINCE2 Practitioner accreditation
  • experience of setting up new services to support users
  • experience implementing and/or analysis of user satisfaction surveys
  • experience of working with academic users of services
  • experience of working with commercial users of services
  • demonstrable understanding of High Performance Computing technologies
  • demonstrable understanding of the benefits of High Performance Computing for commercial customers
  • demonstrable understanding of Data Analytics technologies and software
  • demonstrable understanding of the benefits of Data Analytics techniques for commercial customers
  • demonstrable understanding of Cloud technologies
  • demonstrable understanding of the benefits of Cloud technologies for commercial customers.

Interview Criteria


Personal Skills/Qualities

  • strong ability to understand the perspective of our customers
  • enthusiasm and focus on the achievement of goals with the ability to utilise organisational systems effectively
  • good inter-personal skills, particularly in communication and contribution to team motivation and problem solving
  • ability to seek and accept change and continuous improvement
  • ability to work independently and within a team
  • knowledge & Experience Related to Position
  • good organisational, time management and problem-solving skills, including the ability to prioritise effectively
  • excellent organisational skills.


  • project management skills.

Presence/Communication Skills


  • ability to convey technical information and communicate effectively at all levels to both technical and non-technical audiences
  • excellent verbal and written communication skills
  • strong interpersonal skills.

UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.

To enable us to hire the very best people we will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.

Employee Benefits

UK Research and Innovation recognises and values employees as individuals and aim to provide a pay and rewards package that motivates staff to perform to the best of their ability. The reward package includes a flexible working scheme, a Career Average Revalued Earnings pension scheme, 30 days annual leave allowance and a number of other benefits.

Developing Talent

We are committed to developing employees in their roles throughout their career. Learning and development plans enable employees to continue their professional development through training and development opportunities such as e-learning, classroom training and on-the-job experiences. We encourage our employees to share their learning across teams and organisations.

Equal Opportunities

We strive to make decisions based on individual merit and ability. We welcome applications from all sections of the community and promote equality of opportunity in accordance with the Equality Act 2010. As holders of Disability Confident Employer status, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.

Online applications only. Please submit a covering letter and CV ensuring that the IRC reference is included in the filename description of each document uploaded. Please note that failure to address the above criteria or submitted without a covering letter may result in your application not being considered.

As this job does not fulfil the Home Office Code of Practice criterion for obtaining sponsored migrant worker status we will be unable to apply for sponsorship for anyone not eligible to work in the UK.   At interview, all shortlisted candidates are required to bring with them identification documents and original documents that prove they hold or can obtain the right to work in the UK. You can check your eligibility here:

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