Junior Service Desk Analyst

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Home Office Digitaldesigns, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.

As a member of Home Office Digitals, IT Operations Support team, you will play a key role in the provision of service support at the Home Office, supporting vital national infrastructure and Home Office services. You will lead and drive IT Operations support activities, supporting a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.

You will contribute to setting the IT Operations strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support.

Acting as the primary point of contact, you will deliver first-line IT support by resolving technical incidents, service requests and user issues across a range of channels. You will provide a high-quality, user-focused service while working closely with internal teams and external suppliers to meet agreed service levels. Through clear and timely communication with stakeholders, you will contribute to continuous improvements and support effective knowledge management to ensure support is consistent, efficient and easy to access.

Alongside this, you will play an active role in supporting collaboration initiatives and career development within the IT Operations community, contributing to a strong professional community of practice and helping to build and sustain in-house capability.

Key Responsibilities

Your main responsibilities will:

• Act as the first point of contact for Home Office users, supporting the resolution of technical incidents and service issues, working closely with digital teams and suppliers.
• Deliver high-quality first-line support for technical queries, requests and incidents, ensuring a consistent and user-focused service.
• Manage issues raised through a range of channels (including calls, emails, self-service and face-to-face), ensuring timely resolution in line with agreed processes.
• Keep stakeholders informed with clear and timely updates on incidents, service requests and ongoing issues.
• Collaborate with internal teams and suppliers to meet Service Level Agreements and maintain service performance.
• Contribute to improving the Service Desk by identifying opportunities to enhance processes and ways of working.
• Support knowledge management by capturing and maintaining accurate information to enable efficient support across the team.

Working Pattern

Due to the business requirements of this role, it is only available on a full-time.

Shifts are worked Monday to Friday, scheduled between 7:00am and 7:00pm.

Additional Requirements after training which will be paid as overtime. This will include weekends and bank holidays which will be worked on a rota basis.

Essential criteria

Youll have a demonstrable passion for IT support, with the following skills or strong experience in:

• Ability to communicate clearly and professionally with a range of audiences, adapting style as needed.
• Proven experience working collaboratively as part of a team and build effective working relationships with users and stakeholders.
• Ability to analyse information and apply problem-solving skills to resolve issues.
• Ability to take responsibility for tasks and see them through to completion.
• Demonstrable experience delivering a high-quality service that meets user needs.

The essential criteria listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework). Use the SFIA levels of responsibility to understand what would be expected for each technical skill listed. Please see below the relevant skills for a Junior Service Desk Analyst:

• Content Management

• Service Management

• Technology Management

• Stakeholder Management

Desirable Skills

Ideally you will also have the following skills or some experience in:

• Performing a similar role within the Civil Service or at other organisations.

• Understanding and/or experience of ITIL v3/v4 service management processes and procedures and understanding of Lean, Agile and DevOps principles within a Product-centric delivery model.