Service Desk Analyst; EO; Permanent; Liverpool/Newport
| Posting date: | 27 February 2026 |
|---|---|
| Salary: | £28,867 per year |
| Hours: | Full time |
| Closing date: | 15 March 2026 |
| Location: | L20 7HS |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 450207/1 |
Summary
Do you work well in a team?
Do you have great customer service skills?
As a member of the multi-skilled DDaT (Digital, Data and Technology) function is it essential the post-holder works closely and collaboratively with colleagues across the team, especially within Service Delivery and IT Operations but also engaging the wider DDAT Team and the business.
You will deliver 1st & 2nd line support ensuring excellent customer service and technical support whilst following service management processes and procedures to ensure Commission colleagues are able to perform their duties without impediment.
You will work closely and collaboratively with colleagues across the function, within the Service Delivery Team, the IT Operations Unit and the wider Commission. You will be required to provide guidance and information, via appropriate channels telephony, email, service desk tools, Teams and AI. Liaison with key suppliers is also required on occasion therefore communication skills are key.
Asset Management is key to the role you must be proactive in your approach, updating lists, managing lifecycles, engaging procurement adhering to process and audits and updating when relevant.
Key Responsibilities:
You will deliver the first line and triage facility for IT customer service support across the Charity Commission delivering a high standard of service as this role contributes to the overall effectiveness of the Commission by ensuring that all colleagues are able to perform their duties without impediment.
You will follow the Charity Commission procedures to deliver responsive Service Management practices including logging user requests, monitoring triage queues, take responsibility for allocated requests, request identification, resolve incidents, progressing service request in-line with SLA, re-assigning requests accordingly however maintain ownership for customer interaction and satisfaction. You must seek to look at improvements and whilst maintain core values.
Incident Management
Utilising Service Desk Toolkits to manage, progress, update and record incidents ensuring customer engagement and excellent customer service is priority
Request Fulfilment
Ensuring requests are recorded and tracked against relevant SLA to ensure timely delivery and fulfilment.
Desktop Support
Utilise skills and experience to support operating systems, builds, upgrades and the future of the commissions landscape and environments.
Change Management
Manage and deliver CAB according to the schedule, updating documents, TOR and audience to support the board and decisions. Confident to deliver E-CAB when appropriate.
Service Catalogue & Asset Management
Lead on SharePoint development to track and audit assets, including other elements such as Cost to Serve and Service Catalogue updates. Support Audit and ongoing improvement ideas.
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