Service Desk Analyst
| Dyddiad hysbysebu: | 13 Mehefin 2025 |
|---|---|
| Cyflog: | £28,791 i £30,088 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 26 Mehefin 2025 |
| Lleoliad: | Bristol |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 411095/1 |
Crynodeb
Cabinet Office Digital brings together the core services that support civil servants and people who are considering becoming civil servants: pensions, recruitment, back office transactional services and the platforms and services used by them. We have a real focus on value for money - firstly for the departments and organisations which use the services we deliver, and ultimately for the taxpayer.
This role sits within Cabinet Office Digital, Platforms and Services Operations, who are responsible for the operation and continuous improvement of Civil Service digital and data platforms.
Cabinet Office Digital’s priorities include:
- Driving forward Civil Service interoperability, which will enable Civil Servants to work effectively across organisational boundaries, in a more efficient and seamless manner;
- Designing, building and operating the systems that underpin services that are essential to government, such as Civil Service Jobs (used by over 220 organisations) and Civil Service Learning (approx 560k users);
- Providing expert technology advice and guidance to support the creation of five shared services platforms as part of the Shared Services Strategy;
- Providing services which meet user needs and drive improved user experience so that the Civil Service operates more efficiently and effectively.
We are looking for a Service Desk Analyst to provide 1st line technical support, in the Cabinet Office Digital Platforms and Operations team. This role will have the opportunity to provide technical support for a range of services including the Interoperability OneData programme,Civil Service Learning, Civil Service Careers and Civil Service Jobs.The role holder will have the opportunity to work on a wide range of IT support systems including Freshdesk, ServiceNow and Salesforce.
The role holder will work to maintain our SLAs, that meet our customer requirements and hold our partner suppliers to account
You will provide 1st line technical support to our customers. You will work on several platforms on the following activities:
Customer Service Management:
- resolve user requests to a minimum of the agreed service level agreement;
- empathise with the end user;
- use customer-focused metrics to achieve the desired outcome.
Incident management:
- track and manage 1st line incidents through to resolution, working with 2nd line support as required;
- own an issue until a new owner has been found or the problem has been mitigated or resolved;
- assist with the escalation of problems to relevant stakeholders where a pattern of incidents has occurred.
Problem Management:
- help identify and analyse problems to identify and deploy solutions, working with 2nd line support as required.
IT service reporting:
- produce relevant reports in an appropriate format and agreed timeframe;
- work with stakeholders to discuss any changes in the reporting processes;
- interpret a data set and communicate this to others.
Communication:
- issue clear and timely communications informing customers of any disruption to the service.
Configuration Management:
- manage data and users;
- configure notifications;
- create reports/dashboards.
Continual service improvement and change management:
- build and update self-service requests;
- package enhancements for testing and deployment;
- manage and implement changes based on change requests.
You will be an individual with strong interpersonal skills, who likes working in a delivery focused, service environment with multi-disciplinary teams. You will be someone who is able to contribute in a multi-team environment, where all members support each other closely and make use of our diverse skills and experiences in resolving emerging activities.
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