Help Desk Officer

2 weeks ago

London, United Kingdom Department for Business and Trade Full time

**Details**:
**Reference number**:

- 349528**Salary**:

- £27,329 - £33,018- National: £27,329 - £29,204 London: £31,185 - £33,018- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- Economic Security and Trade Relations (ESTR)**Type of role**:

- Administration / Corporate Support
- Contact Centre**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Belfast, Birmingham, Cardiff, Darlington, Edinburgh, London, SalfordAbout the job

**Job summary**:
Export Control Joint Unit (ECJU) is part of the Trading Systems Directorate. We bring together operational and policy expertise from DIT with advisory teams from Ministry of Defence and the Foreign, Commonwealth and Development Office. Our mission is to promote global security through strategic export controls and to facilitate responsible exports.

**Job description**:
This role will be a part of our Help Desk team whose primary responsibilities are outlined in this job description, however as we are in a period of transition to our new licencing platform will primarily be supporting both internal and external users with this.

You will do this by working closely with the project team and operational teams to triage system support queries. You will need to develop a good understanding of the licencing process to aid you in this as well as having a good understanding of the development process.

You will contribute to aiding in the onboarding of new exporters to the LITE system.

This role will aid in the transition to a business-as-usual function along with the other members of help desk.

You will have daily contact with exporters both by telephone and in writing.

You will need to have confident telephone manner and good written skills.

You must be able to communicate with a variety of stakeholders in different ways depending on the situation.

You will have regular contact with colleagues throughout ECJU. This role requires the effective management of information provided by exporters, finding the right information from ECJU colleagues to respond to exporter queries and drafting sometimes detailed written responses to incoming queries.

You will need to be able to analyse documents and decide whether they have been completed to the required standard or if they should be returned for amendments and for further information to be added.

The work in this job role requires you to develop a good understanding of UK export controls.

You will need to be able to judge the needs of business as outlined in DBT’s’ objectives alongside our role as part of a regulatory arm of Government. You will also need to deal with difficult situations such as exporters wanting decisions before they are ready to be made.

You will need to demonstrate effective time management and prioritisation skills to complete your work to meet our targets. You will also be required to undertake work on ECJU’s databases, to help exporters with their Open Licence Returns if they are having difficulty submitting their responses and will also help with processing Denial Notifications Checks quickly and accurately on receipt, to help meet the ECJU target turnaround times.

There are no Line Management responsibilities attached to this role.

**Person specification**:
**Essential criteria**
- Experience of dealing with external customers in industry.
- Being fully IT literate.
- Experience of working on a telephone helpline.

**Desirable criteria**
- Experience in working in a client facing environment.
- Knowledge of export related content and information.
- Has a strong interest in promoting trade and business growth within the UK.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Changing and Improving
- Managing a Quality Service
- Working Together

**Benefits**:

- Alongside your salary of £27,329, Department for Business and Trade contributes £7,378 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.Interviews for this vacancy will be conducted virtually. We will, however, consider in-person interviews by exception.
- A **CV** setting out your career history, with key responsibilities and achievements. Provide employment history that relates to the Essential criteria, and that any gaps in employment history within the last 2 years are expl

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