12295 - Service Desk Analyst
| Dyddiad hysbysebu: | 27 Tachwedd 2025 |
|---|---|
| Cyflog: | £29,303 i £35,564 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | The national salary range is £29,303 - £31,061, London salary range is £33,551 - £35,564. Your salary will be dependent on your base location |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 12 Rhagfyr 2025 |
| Lleoliad: | UK |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Justice |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 12295 |
Crynodeb
Digital & Technology Services is looking to expand the digital operations support team to help HMCTS and CPS transition and run great digital services. The role involves the processing and coordination of appropriate and timely responses to incident alerts, including channelling requests for assistance to appropriate functions for resolution, monitoring resolution activity, hastening and keeping clients appraised of progress towards service restoration.
The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. You will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.
Key Responsibilities:
Working closely with Operational Services technical support teams, the main responsibilities of the role are:
To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures;
To route calls to the appropriate business or third-party support desk as required;
To receive and respond to monitoring alerts;
To troubleshoots basic network issues;
To utilise the Knowledge Base to provide advice or resolve incidents;
Enter and maintain relevant records in the Service Management tool;
Promptly allocate incidents to the appropriate resolver group;
Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
Communicate progress and resolution of support requests in line with Service Level Agreements;
Escalate issues as appropriate ensuring line mangers are aware of actions taken and management information;
Maintain the asset database and tracks changes;
Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow;
Working with the change manager to expedite changes where requested and appropriate;
Initiating problem tickets in response to incidents that are deemed problems;
Ensuring that problem owners keep the tickets up to date;
The post holder will report to a Senior Service Desk Analyst
Skills & Experience
Essential Criteria:
Experience of working in a medium to large first line IT service desk team (25+)
Experience of working in a structured service delivery environment;
Experience of providing a wide range of end user device support advice;
Excellent communication skills and telephone manner;
Evidence of using continuous improvement tools to review and implement process improvements;
Experience with ITSM (eg HALO, ServiceNow etc) ticketing system;
Desirable Criteria
Knowledge of ITIL principles
Knowledge of Service Desk Institute (SDI) best practice
Experience of Agile delivery approach
EOs who work on the Service Desk will be covering the following operating hours:
37 hours per week, across 5 days between Monday – Saturday.
Operating business hours are between 8am to 6pm, Monday to Friday (excluding bank holidays) and 8am to 4pm on Saturdays.
Work hours and shift patterns will be agreed with local line managers in conjunction with the business needs of the role.
There will be a requirement for some travel to the three main hubs (Salford, Birmingham, and London).
The ability to work both independently and as part of a team, proactively and with versatility in responding to changing circumstances is essential. You will be expected to take ownership of user problems and follow up the status on behalf of the user, communicating progress in a timely manner.
Key Responsibilities:
Working closely with Operational Services technical support teams, the main responsibilities of the role are:
To act as a single point of contact for telephone calls and emails regarding digital and technology issues and handle requests for support following agreed procedures;
To route calls to the appropriate business or third-party support desk as required;
To receive and respond to monitoring alerts;
To troubleshoots basic network issues;
To utilise the Knowledge Base to provide advice or resolve incidents;
Enter and maintain relevant records in the Service Management tool;
Promptly allocate incidents to the appropriate resolver group;
Request technical support from external suppliers where problems cannot be resolved in house, following agreed processes;
Communicate progress and resolution of support requests in line with Service Level Agreements;
Escalate issues as appropriate ensuring line mangers are aware of actions taken and management information;
Maintain the asset database and tracks changes;
Initiate and triage change requests, liaising with requesters to ensure that the correct information is inserted into the change ticket to allow for a smooth workflow;
Working with the change manager to expedite changes where requested and appropriate;
Initiating problem tickets in response to incidents that are deemed problems;
Ensuring that problem owners keep the tickets up to date;
The post holder will report to a Senior Service Desk Analyst
Skills & Experience
Essential Criteria:
Experience of working in a medium to large first line IT service desk team (25+)
Experience of working in a structured service delivery environment;
Experience of providing a wide range of end user device support advice;
Excellent communication skills and telephone manner;
Evidence of using continuous improvement tools to review and implement process improvements;
Experience with ITSM (eg HALO, ServiceNow etc) ticketing system;
Desirable Criteria
Knowledge of ITIL principles
Knowledge of Service Desk Institute (SDI) best practice
Experience of Agile delivery approach
EOs who work on the Service Desk will be covering the following operating hours:
37 hours per week, across 5 days between Monday – Saturday.
Operating business hours are between 8am to 6pm, Monday to Friday (excluding bank holidays) and 8am to 4pm on Saturdays.
Work hours and shift patterns will be agreed with local line managers in conjunction with the business needs of the role.
There will be a requirement for some travel to the three main hubs (Salford, Birmingham, and London).