Senior Service Desk Analyst - GDS - HEO

Manchester Digital; City Of London, Bristol, Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A government digital services agency is seeking a Service Desk Analyst (Atlassian Tools) to provide support for Jira and Confluence applications. You will manage support requests, assist users with Atlassian tools, and ensure smooth operations. The role requires excellent customer service skills and a solid working knowledge of Jira. This position is crucial for enhancing the user experience and efficiency in the digital government landscape.

Qualifications

• Experience working in a support environment, ideally with Atlassian tools.
• Comfortable helping users of varied technical ability.
• Good understanding of Jira projects, workflows, issue types, and permissions.

Responsibilities

• Provide first and second line customer-facing support for Atlassian tools.
• Manage requests and ensure timely resolution of tickets.
• Assist users with configuring Jira projects, boards, and workflows.

Skills

Experience with Atlassian tools (Jira and Confluence)

Customer service skills

Problem-solving skills

Ability to learn quickly

Data gathering and reporting

Tools

Jira

Confluence

Job description

The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.

Our priorities are to drive a modern digital government, by:

• joining up public sector services
• harnessing the power of AI for the public good
• strengthening and extending our digital and data public infrastructure
• elevating leadership and investing in talent
• funding for outcomes and procuring for growth and innovation
• committing to transparency and driving accountability

We are home to the Incubator for Artificial Intelligence (I.AI), the world-leading GOV.UK and at the forefront of coordinating the UK’s geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.

We’re part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.

GOV.UK is the groundbreaking single website for the UK government with more than 700,000 pages, 30 million monthly users, and home to hundreds of vital public services. As a Senior Delivery Manager, you will lead one or more multi-disciplinary teams to research, design, build and ship major changes to GOV.UK. Your team will be part of the award-winning GOV.UK programme, and will be empowered to improve the way the people interact with the government at national scale.

The GOV.UK team’s mission is to make it simple for everyone to interact with government. GOV.UK is part of everyone’s lives in the UK, from registering a birth to starting a business. Our priorities are to ensure more people get what they are eligible for, the public is better informed, and that digital government is joined-up. GOV.UK’s recent work to help people find support with the cost of living is a great example of this, and you can read about some of the GOV.UK team’s other work on the Inside GOV.UK blog (https://insidegovuk.blog.gov.uk/).

GOV.UK is currently one of the top 25 most visited websites in the UK, and it’s our responsibility to be iterating and improving all the time as technology and user needs change. This role includes opportunities to experiment with new technologies and platforms with the potential to transform how the public interacts with GOV.UK.

As a Service Desk Analyst (Atlassian Tools), you’ll be the first point of contact for all staff seeking support or guidance with Atlassian applications - primarily Jira and Confluence. You’ll manage requests ranging from user help and troubleshooting to configuration changes and access management, ensuring that our Atlassian environment runs smoothly and supports the needs of the business.

You’ll receive full training on internal processes and configurations, but a solid working knowledge of Jira and a proven ability to learn quickly are essential.

As a Service Desk Analyst (Atlassian Tools) you’ll:

• be the face of the Internal IT Services for all Atlassian-related requests, providing first and second line customer-facing support for Jira Software, Jira Service Management, and Confluence
• provide on-site and remote assistance to staff, responding to tickets raised in our internal systems and ensuring all requests are logged, tracked, and resolved within agreed timescales
• assist users with creating and managing Jira projects, boards, workflows, filters, and dashboards, and provide basic Confluence space setup and permissions support
• handle access management tasks including creating, modifying, and deactivating user accounts and permissions within Jira and Confluence
• support configuration changes and small administrative updates as directed by the Atlassian system administrators
• help maintain and document internal processes, knowledge base articles, and user guides to improve self-service and training resources
• collaborate closely with the wider teams to ensure requests are efficiently escalated and resolved, and feedback is used to enhance service delivery
• assist in user training and onboarding sessions to promote best practices in Jira and Confluence usage
• support internal meetings or projects where Atlassian tools are used to coordinate work, ensuring the right configurations and permissions are in place
• handle access management, ensuring seamless processes for Joiners, Movers, and Leavers
• identify, propose, and lead software improvement initiatives to streamline and optimize internal processes. Work in an agile environment, ensuring that requirements are captured, prioritised, and delivered by relevant teams. Monitor project/task progress within sprints to ensure delivery aligns with the overall strategic vision and adds value

Person specification

We’re interested in people who:

• have experience working in a support environment, ideally with exposure to Atlassian tools (Jira and Confluence)
• are comfortable helping users of varied technical ability, explaining system functions, and resolving common Jira and Confluence issues
• have a good understanding of how Jira projects, workflows, issue types, and permissions work, and can confidently assist users with configuration or usage questions
• are curious, fast learners who can pick up new processes and tools quickly with training
• take ownership of tickets from start to finish, ensuring timely and clear communication with users
• are user-focused and proactive in finding ways to improve service delivery and documentation
• are capable of gathering and reporting data from Jira (e.g., ticket volumes, resolution times, usage trends) to support management insights and service improvement