Service Desk Analyst

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HMRC is one of the largest organisations in the UK and runs one of the largest digital operations in government. With over 50 million customers at the heart of everything we do, the scale and impact of our work are vast. We embrace innovation, exploring new technologies and modern ways of working.

We are building a team of outstanding and creative professionals within HMRCs Chief Engineering and Platform Office (CEPO) which is within HMRCs Chief Digital and Information Officer Group (CDIO). Our mission is to deliver new digital services using modern technology and agile methodologies, while also transforming existing services and migrating them to cloud-based platforms.

This role sits within the Government Gateway (GG) Team, which supports over 130 services across 11 UK Government Departments. Government Gateway is a critical pan-government platform, and this role is central to its continued success.

The objective of the Service Desk is to provide a focal point for all customers, dealing with problems, questions and requests to help them get the best out of the service. The Service Desk forms the day-to-day single point of contact, between The Government Gateway, reliant parties across HMRC, other Government Departments including the upcoming introduction of One Login for Government Day to day tasks to include and not limited to:

• Interaction with IT operational staff and or internal/ external stakeholders.
• Triaging incidents, managing the related ticket until conclusion, in a timely manner.
• Maintaining clear communication with the requestor and operational teams throughout the process.
• A Service Desk Analyst monitors inbound requests for support to multiple digital government services and provides resolutions to varied and difficult technical issues.

Essential Criteria

As a Service Desk Analyst, you will act as an interface for other activities such as Service Level Management and the dissemination of information, in order to deliver the high quality support, critical to achieving the business goals of our customers and that of a Critical National Infrastructure service

• Contribute positively within a small, cohesive team in order to deliver a high-quality service to our customers
• Able to own an issue until a new owner has been found or the problem has been mitigated and / or resolved
• Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, operational). Can contribute to the implementation of remedies and preventative measures.
• Able to identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions
• Maintains a high level of customer service. Has the confidence to deal with complex complaints.

Desirable criteria

• SFiA Core Skills: Proven experience of working to Customer Service Support Level 3.
• Knowledge and experience of Incident Management Level 3.
• Ability to analyse and undertake investigative work.
• Basic understanding of Microsoft packages.
• Previous experience of Splunk/ CIP reporting systems.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a Further Location Preferences (optional) field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for one of the following sites, its important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are

• Telford Plaza, Telford - moving to Parkside Court, Telford
• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford.

You will be given more information about what this means at the job offer stage.

Other Information

Candidates would need to either hold National Security Vetting at Security Check (SC) clearance level for this vacancy or be willing to consider applying for it. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this.