Service Desk Analyst

Government of The United Kingdom; Crewe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A public sector organization in the UK is seeking a Service Desk Analyst focusing on Atlassian tools. You will be the first point of contact providing support for Jira and Confluence, managing user requests, troubleshooting issues, and assisting with project management. The ideal candidate will possess expertise in Jira, excellent communication skills, and a proactive approach to improving service delivery. This role will directly support the digital transformation efforts within government services.

Qualifications

• Solid working knowledge of Jira and fast learning ability.
• Experience with Atlassian tools in a support environment.
• Good understanding of Jira workflows, issue types, and permissions.

Responsibilities

• Be the face of Internal IT Services for Atlassian requests.
• Provide support for Jira Software and Confluence.
• Assist users with creating and managing Jira projects.

Skills

Working knowledge of Jira

Experience in support environment

Ability to assist varied technical users

Proactive problem-solving

Tools

Jira

Confluence

Job description

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.

Responsibilities

• 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 optimise 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

• Have a solid working knowledge of Jira and a proven ability to learn quickly.
• Have experience working in a support environment, ideally with exposure to Atlassian tools (Jira and Confluence).
• Be 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.
• Be curious, a fast learner 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.
• Be user‑focused and proactive in finding ways to improve service delivery and documentation.
• Be capable of gathering and reporting data from Jira (e.g., ticket volumes, resolution times, usage trends) to support management insights and service improvement.

The Government Digital Service (GDS) is the digital centre of government, responsible for setting, leading and delivering the vision for a modern digital government. GDS is part of the Department for Science, Innovation and Technology (DSIT) and employs more than 1,000 people across the UK. The role is based in Manchester, London or Bristol and revolves around the GOV.UK programme, which delivers public services to millions of users.