Service Desk Analyst
- Salary: National: £29,280 – £33,450. If the successful candidate is a current Civil Servant joining on level transfer, HM Treasury will honour their current substantive salary if higher. This role may be eligible for a Government Digital and Data allowance of up to £13,000. Any allowance is non-contractual and subject to a post-appointment capability assessment, with awards determined by a moderation panel in line with the Government Digital and Data Capability Framework
- Contract Type: Permanent
- Working Pattern: This post is available only available on a full-time basis.
- Location: Darlington (Feethams House) only
Do you want to be part of a friendly and collaborative team and act as the main point of contact for IT incidents as well as building and maintaining positive working relationships with customers, colleagues If so, then read on!
About the Team
The Financial Analytics Control and Technology (FACT) team is a friendly and collaborative team that sits within HM Treasury’s Public Spending Group and prides itself in developing professional expertise and working collaboratively with its wide range of partners. It provides financial reporting analytics, data management, training, business analysis and service improvement services to wider government. To enable these services the team manages and supports the Online System for Central Accounting and Reporting (OSCAR). OSCAR is an IBM Cognos based, cross-government system which contains a detailed, multi-year analysis of departmental spending and from which the Whole of Governments Accounts (WGA), Supply Estimates and other key outputs are produced. OSCAR’s main objectives are to:
- Be the single source for reliable, real time financial information for government.
- Increase our analytics and insight capability to support decision making.
- Enable the modernisation and standardisation of financial accounting and reporting.
- Reduce the time taken to produce statutory publications.
- Be capable of future development and expansion (e.g., to new datasets).
FACT comprises around 12 members of staff and provides exposure to colleagues across the breadth of the government finance function. The team fully supports learning, development and growth.
About the Job
OSCAR is His Majesty’s Online System for Central Accounting and Reporting. It has ~1800 end-users, and they require a proficient service desk facility responsible for triaging, allocating and resolving all service-related tickets to our other OSCAR suppliers for resolution. This service desk is currently run by an external provider. The post holder will support the service desk manager during the transition to the new in-house team. They will also provide day-to-day supervision.
The Service Desk Analyst position is within the Service Desk and reports directly to the Service Desk Manager.
On a typical day you will…
Customer Support and Service Delivery
· Act as the main point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.
· Provide advice, mentorship and initial technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and advancing where required.
· Monitor incidents, requests and tasks to ensure timely progress and resolution according to service level agreements and agreed service standards.
· Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
Stakeholder and Customer Relationship Management
· Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and user focused service.
· Assume responsibility for incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
· Encourage information exchange and collaborative working across teams to improve the customer experience and support joined up delivery.
Reporting, Records and Knowledge Management
· Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
· Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
· Capture and use customer feedback and service information to identify trends, monitor performance and support service improvements.
Team Contribution and Continuous Improvement
· Work closely within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.
· Provide support, mentorship and practical assistance to new or junior colleagues to help build capability and consistency across the team.
· Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
This role will require technical ability:
· Demonstrable understanding of ITIL practices
· A practical understanding of Microsoft 365 products, including Teams.
· Demonstrable experience using Jira Service Management or a similar IT service management system.
· Working knowledge of IT ticketing systems, including incident and request management processes.
Qualifications
ITIL v4 (or v5) Foundation and SIAM Foundation
If you do not hold the qualifications, you should be willing to achieve it within 12 months of joining if successful.
About You
We want you to have the ability to take ownership of issues, keeping colleagues and customers informed, and accurately recording and prioritising incidents and requests. We want you to be able to identify opportunities to improve processes and ways of working, to reduce repeat issues and make processes simpler and are able to communicate clearly and professionally with customers, colleagues and stakeholders to deliver a positive customer experience. It’s essential that you have experience of working in a customer facing role, responding to customer queries and providing initial support.
Some of the Benefits our people love!
- 25 days annual leave (rising to 30 after 5 years), plus 8 public holidays and the King’s birthday (unless you have a legacy arrangement as an existing Civil Servant). Additionally, we operate flexitime systems, allowing employees to take up to an additional 2 days off each month
- Flexible working patterns (part-time, job-share, condensed hours)
- Generous parental and adoption leave packages
- Access to a generous Defined Benefit pension scheme with employer contributions of 28%
- Access to a cycle-to-work salary sacrifice scheme and season ticket advances
- A range of active staff networks, based around interests (e.g. analysts, music society, sports and social club) and diversity
For more information about the role and how to apply, please follow the apply link.
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