Service Desk Analyst

About the Government Legal Department

From healthcare to artificial intelligence, energy to national security, we provide legal advice to government departments on nation-changing subjects.

At Government Legal Department we have a vital, single-minded purpose: to help the Government govern well within the rule of law. This is complemented by our exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfill our potential.

Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters.

Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the governments priorities and our success depends on our people.

GLD is a non-ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 4000 people, including nearly 3000 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas.

GLD also depends on a range of cross-functional professionals to provide our corporate services. There are nearly 1000 colleagues playing an essential part in helping GLD to achieve its purpose and truly deliver much more than law.

This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service .

To find out more about what we do you can view our introductory film . On our website y ou can hear from team members, find out how to apply and learn about the benefits of working for GLD. You can also read more about the future vision for GLD in our GLD Strategy 2024 2027 .

About the Digital, Data and Cyber Team

Government Digital and Data is a community of experts leading digital transformation in government, creating more efficient services that have a meaningful impact on peoples lives.

The Prime Minister has set out his vision for one in ten civil servants to work in tech and digital roles within the next five years as part of the blueprint for modern digital government .

The Digital and Data Team's mission is to provide GLD with an IT environment that's fit for the future. That means updating many of our older systems and processes. Using an agile , user-centred approach, we develop and improve our products and services in collaboration with the people who will use them. We consider sustainability, environmental impact and innovative ways to improve our staffs experience at work.

The potential to shape our societys future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.

About the Role

We are building a Digital and Data enabled organisation at GLD and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology.

Our modern, insight-driven, innovative approach to Digital, Data and Cyber Security will provide outstanding experiences at the right cost, quality and pace for the whole of GLD and ensure staff and wider government clients receive a top-quality and cost-effective digital & technology service.

The Service Desk Analyst provides first-line IT support to all staff within GLD, acting as the central point of contact for IT incidents and service requests. The role involves managing incoming queries via the Service Desk and ensuring timely and effective resolution.

Service Desk Analysts are responsible for triaging, diagnosing, and resolving incidents and requests where possible.

Where issues cannot be resolved at first contact, they are escalated to second- or third-line support teams with clear and comprehensive troubleshooting notes to support swift resolution.

Operating in a fast-paced and dynamic environment, the Service Desk delivers support through multiple channels, including telephone, face-to-face interaction, ServiceNow, e-mail, remote access tools, and in-person assistance for walk-in users.

Key Responsibilities

This role is part of the Government Digital and Data profession . Following the link means that you can find out more about what it means to work as part of this community. You can learn more about the skills required for the service desk analyst role here.

Key responsibilities for the role include, but are not limited to:

Service Delivery and Technical Support

• Provide high-quality first-line IT support to colleagues through a range of channels, including telephone, email, ServiceNow, Microsoft Teams and face-to-face interactions, ensuring service levels are consistently achieved.
• Contribute to the development and maintenance of knowledge articles, user guides and support documentation, helping to improve self-service capabilities and knowledge sharing across the organisation.
• Maintain accurate and timely records within the IT Service Management system (ServiceNow), ensuring all incidents, requests and resolutions are fully documented.
• Support the management of IT assets and configuration records, ensuring equipment and associated data are accurately maintained within the Configuration Management Database (CMDB).

Customer Service and Collaboration

• Deliver an excellent customer experience by providing professional, responsive and user-focused support to colleagues at all levels of the organisation , for both technical and non-technical audiences.
• Demonstrate initiative and sound judgement when managing competing priorities in a fast-paced operational environment.
• Work collaboratively as part of a supportive Service Desk team, contributing to shared objectives and maintaining service continuity through flexible working arrangements and rota coverage where required.
• Identify opportunities to improve processes, services and ways of working, supporting continuous improvement ...