Senior Service Desk Analyst

HM REVENUE & CUSTOMS; Telford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A government agency in the UK is seeking a Senior Service Desk Analyst to lead day-to-day operations of the Government Gateway Service Desk. Responsibilities include monitoring service desk activity, providing real-time support, and ensuring adherence to service standards. The ideal candidate will have experience in IT support, strong communication skills, and knowledge of ITIL principles. This position offers a crucial role in maintaining service excellence and supporting a collaborative team environment.

Qualifications

• Experience in IT support or service desk environments with a focus on service delivery.
• Strong sense of accountability for issue resolution.
• Ability to engage confidently with stakeholders.

Responsibilities

• Monitor service desk activity for timely incident resolution.
• Provide support for escalated calls as necessary.
• Manage availability and scheduling of service desk analysts.

Skills

Team leadership

Communication skills

Problem investigation

ITIL knowledge

Performance management

Education

ITIL v4 Foundation certification

Job description

Overview

Senior Service Desk Analyst leads day‑to‑day operations of the Government Gateway Service Desk, ensuring high‑quality customer support, effective incident and request management. This role is pivotal in maintaining service excellence, developing team capability, and acting as a key interface between customers, IT operations, and support teams.

Key Responsibilities

• Monitor inbound calls and service desk activity to ensure timely and effective resolution of incidents and requests.
• Provide real‑time support to analysts, intervening in complex or escalated calls where necessary.
• Ensure consistent adherence to service desk processes and standards.
• Own and maintain service desk scripts and knowledge base content, ensuring accuracy and relevance.
• Facilitate regular reviews and encourage analyst contributions to improve documentation and service quality.
• Manage availability and scheduling of service desk analysts to ensure adequate coverage across all shifts.
• Provide coaching, mentoring, and performance management for direct reports.
• Foster a culture of continuous learning and professional development.
• Act as the point of contact for business owners and customers regarding service desk operations.
• Ensure relevant parties are kept informed of incidents, service changes, and other events that may impact business operations.
• Collaborate with IT operational teams and referral groups to expedite resolution and maintain service standards.
• Ensure the Service Desk provides 24x7 support, with core operational hours from 08:00 to 18:00, Monday to Friday (excluding Bank Holidays).
• Manage and participate in the on‑call rota for major incidents occurring outside core hours, including evenings, weekends, and Bank Holidays.
• Monitor service performance metrics (e.g., first‑call resolution, response times, customer satisfaction).
• Identify trends and opportunities for improvement through regular reviews and feedback loops.
• Support service level management and contribute to continuous improvement initiatives.

Qualifications

• Experience supporting or leading teams, promoting collaboration, performance, and continuous improvement.
• Strong sense of ownership and accountability, ensuring issues are resolved or appropriately handed over.
• Excellent communication skills, written and verbal, with ability to engage confidently with stakeholders at all levels.
• Demonstrable experience working in IT support or service desk environments, with a clear understanding of service delivery processes.
• Working knowledge of ITIL and service management principles, with ability to apply them to improve service quality and efficiency.
• Experience engaging with users and stakeholders to gather evidence and define research that meets user needs.
• Ability to investigate problems across systems, processes, and services, understanding their strategic, tactical, or operational impact.
• Ability to produce timely, standardised reports with clear commentary that interprets data meaningfully.
• ITIL v4 Foundation certification (desirable).

Equal Opportunities

HMRC is an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, disability, or any other protected characteristics.