Senior Service Desk Analyst

Crown Commercial Service; Liverpool; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a leading government agency as a Senior Service Desk Analyst, where you will ensure the availability of critical digital services. You will work closely with various teams to resolve complex issues and improve service delivery. This role offers a chance to contribute to a significant digital transformation journey, providing essential support to internal users and customers.

Benefits

Performance related bonus

Minimum 25 days annual leave

Flexible working model

Qualifications

• Experience as a Subject Matter Expert for SaaS products.
• Familiarity with Agile frameworks and collaboration with delivery teams.

Responsibilities

• Responsible for a number of Applications, ensuring availability and responsiveness.
• Act as a liaison between the Service Desk and other resolver groups.

Skills

Communication

Process Improvement

Problem Solving

Tools

Salesforce

Monday.com

Kahootz

AWS

Microsoft Azure

Job description

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Crown Commercial Service provided pay range

This range is provided by Crown Commercial Service. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Crown Commercial Service

Resourcing Lead at Crown Commercial Service

Job Title: Senior Service Desk Analyst

Band: 3

Location: Liverpool/Newport/Norwich/Birmingham

Terms: Permanent

Hours: Full time

Closing Date: 02/06/25

Don't miss out on gaining valuable insight into CCS and our recruitment process!

Join us on Tuesday 10th June at 5:30 PM. Please use this link to register your attendance for this session or any of our upcoming sessions.

Would you like to be a part of a digital transformation journey that is constantly evolving? Do you want to be involved in work that has a meaningful purpose? If yes, then this could be the role for you!

Job Summary

CCS is looking for an individual to help us deliver best in class, highly available Digital Services, ensuring that our Software As A Service (SAAS) services and internally developed applications and services remain available and responsive to our customer needs.

You will act as the ongoing interface between the Service Desk Analysts and the system or application delivery / Product teams for a suite of applications. Dedicated to quality, using exceptional technical and communication skills to keep these services running, you can accurately define an issue and can interpret and design a resolution based on your deep product knowledge.

Directorate overview

Digital and Data Services (DDS) supports our digital and technology design, implementation and service delivery. They maintain our digital systems and work with other teams to deliver the business plan with a digital mindset.

Team Summary

The post sits within Digital Services (DST) Technical Operations, a team of 11 who are responsible for the ongoing development, delivery and support of over 20 digital services to internal users and our customers and suppliers, attaining a system uptime across these services of over 99.9%. The post reports to the Service Improvement Manager.

This role is part of the Digital, Data and Technology profession in the Civil Service. More details of the role and skills required are at https://ddat-capability-framework.service.gov.uk/role/service-desk-manager (Senior Service Desk Analyst)

Key responsibilities

Reporting to the Service Improvement Manager, you are expected to demonstrate technical competence, a willingness to acquire familiarity with new applications and a collaborative attitude to enable delivery of an excellent end-to-end technology operations service for CCS customers.

Your role sits in a crucial position between our first line Service Desk analysts and the Second and Third line Application and Infrastructure specialists, Cloud Engineers and developers.

• You will be responsible for a number of Applications, ranging from SaaS solutions such as Salesforce, Monday.com and Kahootz, to internally developed solutions such as our Digital Marketplace, Contract Award Service and the Public Procurement Gateway, running on AWS and Microsoft Azure
• You will be the escalation point for the Service Desk for complex technical issues impacting both internal and external customers
• Act as a liaison between the Service Desk and other resolver groups, escalating issues where necessary
• You will take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made
• Managing the resolution of major incidents associated with services and conducting lessons learned
• Assisting the Service Manager in their activities relating to the delivery of an effective Service Desk
• Participating in the development, implementation, maintenance and improvement of Service Desk policies, processes, procedures and standards
• You will identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Assist the wider service team with service transition activities, ensuring the Service Desk is prepared to support new services
• Assist the Change Manager with reviewing changes and have the ability to highlight potential service impacts

Essential Criteria (To be assessed at application stage):

• Confident and articulate communicator with the ability to convey technical information clearly to diverse audiences.
• Proactive individual focused on process improvement and innovation, questioning existing practices to enhance efficiency and effectiveness.
• Experience as a Subject Matter Expert for SaaS (Software As A Service) products or custom applications, adept at resolving complex user issues.
• Familiarity with Agile frameworks and collaboration with delivery teams to create and implement user stories for issue resolution.
• Proven ability to build effective relationships with users and technical teams, producing documentation such as working guides and knowledge articles for future reference.

Success profiles (To be assessed at interview stage):

Experience

Behaviours:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing
• Working Together
• Changing and Improving

(A link to the Civil Service Success Profiles Framework is provided below)

Success Profiles Framework

What we will offer you, here are some of the benefits you can expect:

• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank

Explore fully how we will reward your work.

Want to make a difference? Find out more about the rewarding work that we do in our candidate pack

At CCS, we actively support, promote and celebrate our differences for the benefit of our employees, suppliers and customers. CCS is proud to be an equal opportunities employer. CCS believes that diversity and inclusion is critical to our success and we seek to recruit, develop and retain the most talented people.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact [e-mail]

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

Selection Process

Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence WC 2/06/25 and interviews will be held WC 16/06/25 either at one of our offices or via video with interview times and dates to be confirmed. (Subject to change)

To find out more about our recruitment process please click here

Please note: Applicants can make use of artificial intelligence but the information presented at application must be factual.

A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact [e-mail].

Complaints procedure:

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found at http://civilservicecommission.independent.gov.uk

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact [e-mail] in the first instance.

If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst

• Industries

  Government Administration

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