Service Desk Analyst

Brook Street; Sheffield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency has an exciting opportunity for a Junior Service Desk Analyst in Sheffield. This hybrid role involves providing first-line IT support to users, managing incidents and problems, and collaborating with DDaT teams. The ideal candidate should have strong communication skills, the ability to work in a team, and an analytical approach to problem-solving. This role requires UK residency for at least 3 years, as security clearance will be necessary.

Responsibilities

• Deliver high quality, customer focused 1st line support.
• First point of contact for Home Office users supporting incident resolution.
• Provide updates on the status of technical incidents and service requests.
• Engage with other DDaT teams and suppliers as required.

Skills

Good communication and interpersonal skills

Ability to work as part of a team

Good analytical and problem-solving skills

Customer-focused

Job description

Home Office DDaT - Junior Service Desk Analyst

Job Description

Junior Service Desk Analyst
Location: Sheffield - Vulcan House Steel
Hybrid - 60 - 40 - 3 days in the office
Hourly rate: £13.85
Working Days/Hours: 8 hours per day between the hours of 7am and 7pm.

Brook Street in partnership with the Home Office has a fantastic opportunity to join their team as a Junior Service Desk Analyst.

The IT Service Desk is a 24/7 service, including public holidays. Whilst individual circumstances will be taken into account, there will be a commitment to working at a weekend on a rota basis.

Responsibilities

You will be responsible for delivering high quality, customer focused 1st line support to users across the Home Office estate and will play a key role in the provision of IT service support at the Home Office, contributing to the delivery of high quality consistent incident, problem and request fulfilment management processes across the estate.

• First point of contact for Home Office users supporting incident and problem resolution activities, engaging with other DDaT teams and / or suppliers as required
• Providing high quality first-line support for all user support queries, requests and incidents, in line with incident and request fulfilment management processes and procedures
• Supporting effective management of issues and queries raised through calls, emails, self-service, web chat, face-to-face, and supporting the resulting incidents or service requests, using agreed incident management and request fulfilment processes
• Providing stakeholders with updates on the status of technical incident, service requests and problems
• Engaging with other DDaT teams and / or suppliers as required

Skills and Experience Required

• Good communication and interpersonal skills, with an ability to communicate effectively and professionally
• Ability to work as part of a team and to engage effectively with users, third parties and suppliers, escalating where you judge appropriate
• Good analytical and problem-solving skills
• Customer-focused

Training

4-6 weeks training will be provided. No holiday during training period.

Clearance level (to be applied for by Brook Street upon a successful application)

BPSS plus SC and NPPV3

Role specific requirements

You must hold a valid passport and must have lived in the UK for longer than 3 years. Please note that period of 6 months or longer spent outside of the UK in the last 3 years will unfortunately not be accepted. This role requires security clearance that will be processed for you, if successful.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy. As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer. Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you. In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.