Service Desk Analyst
J ob Title: Service Desk Analyst
Rate - £410 per day (Inside)
Clearance Required: BPSS
Duration: 6 months
Location: Telford with 2 days/week in office
Job Description:
Join a team that imagines a future where every person in the UK can effortlessly access world-class public services: digital by design, human at heart
Our mission is to harness the power of technology to meet real human needs, removing barriers and creating meaningful, life-enhancing experiences for all. By placing people at the centre of everything we do, we will reimagine public service as a force for dignity, opportunity, and trust in a digital age.
Digital Platforms Run and Change is focused on running and evolving a diverse range of platforms - some which host and enable HMRC's customer facing services, and others that also create and manage their own end user digital customer journeys.
Senior service desk analyst
A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.
At this role level, you will:
- own and update the script for service desk analysts
- coach and develop one or more service desk analysts, and manage availability
Skill Description:
Asset and configuration management
Level: Awareness
You can:
- track, log and correct information to protect assets and components
Continual service improvement
Level: Working
You can:
- identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Customer service management
Level: Practitioner
You can:
- resolve user requests, maintaining a high level of customer service
- deal with complex complaints
- use empathy to understand and meet customer needs
IT service reporting
Level: Working
You can:
- produce relevant reports in an appropriate format and agreed timeframe
- work with stakeholders to discuss any changes in the reporting processes
- interpret a data set and communicate this to others
Ownership and initiative
Level: Working
You can:
- own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management
Level: Awareness
You can:
- investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational
- contribute to the implementation of remedies and preventative measures
Service focus
Level: Working
You can:
- take inputs and establish coherent frameworks that work
Service management framework knowledge
Level: Awareness
You can:
- show you have a Level 3 service management framework qualification
Technical understanding
Level: Awareness
You can:
- show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus
Level: Working
You can:
- identify and engage with users or stakeholders to collate user needs evidence
- understand and define research that fits user needs
- use quantitative and qualitative data about users to turn user focus into outcomes