Senior Service Desk Analyst

Senior Service Desk Analyst:

• Salary: National: £34,820 - £40,000. If the successful candidate is a current Civil Servant joining on level transfer, HM Treasury will honour their current substantive salary if higher. This role may be eligible for a Government Digital and Data allowance of up to £13,000. Any allowance is non-contractual and subject to a post-appointment capability assessment, with awards determined by a moderation panel in line with the Government Digital and Data Capability Framework
• Contract Type: Permanent
• Working Pattern: This post is available on a full time, part time or job share basis, and flexible working hours can be accommodated.
• Location: Darlington (Feethams House) only

Do you want to be part of a friendly and collaborative team and provide senior operational support to the Service Desk? Do you want to have a role that combines hands-on delivery with day-to-day coordination, quality assurance, and mentoring responsibilities? If so, then read on!

About the Team

The Financial Analytics Control and Technology (FACT) team is a friendly and collaborative team that sits within HM Treasury's Public Spending Group and prides itself in developing professional expertise and working collaboratively with its wide range of partners. It provides financial reporting analytics, data management, training, business analysis and service improvement services to wider government. To enable these services the team manages and supports the Online System for Central Accounting and Reporting (OSCAR). OSCAR is an IBM Cognos based, cross-government system which contains a detailed, multi-year analysis of departmental spending and from which the Whole of Governments Accounts (WGA), Supply Estimates and other key outputs are produced. OSCAR's main objectives are to:

• Be the single source for reliable, real time financial information for government.
• Increase our analytics and insight capability to support decision making.
• Enable the modernisation and standardisation of financial accounting and reporting.
• Reduce the time taken to produce statutory publications.
• Be capable of future development and expansion (e.g., to new datasets). FACT comprises around 12 members of staff and provides exposure to colleagues across the breadth of the government finance function. The team fully supports learning, development and growth.

The key responsibilities of the post-holder will be:

OSCAR is His Majesty's Online System for Central Accounting and Reporting. It has 1800 end-users, and they require a proficient service desk facility responsible for triaging, allocating and resolving all service-related tickets to our other OSCAR suppliers for resolution. This service desk is currently run by an external provider. The post holder will support the service desk manager during the transition to the new in-house team. They will also provide day-to-day supervision.

The Senior Service Desk Analyst provides senior operational support to the Service Desk, combining hands-on delivery with day-to-day coordination, quality assurance, and mentoring responsibilities. The role ensures issues are resolved efficiently, brought up appropriately, and owned through to resolution following agreed service levels. The Senior Service Desk Analyst position sits within the FACT team and reports to the Service Desk Manager.

On a typical day you will

Customer Support and Service Delivery

• Act as a critical contact for complex IT incidents, service requests and changes, ensuring issues are effectively assessed, prioritised and resolved in line with agreed processes.
• Provide advanced technical support and guidance to colleagues, supporting resolution at the first point of contact where possible and ensuring appropriate escalation where required.
• Coordinate incident, request and task queues to ensure effective management, timely progression and resolution according to service level agreements and performance standards.

Stakeholder and Customer Relationship Management:

• Build and maintain strong working relationships with stakeholders, customers and support teams to ensure a responsive, high-quality and customer-focused service.
• Assume responsibility for complex or high-priority incidents and requests, managing them through to resolution and ensuring clear, consistent communication with collaborators.
• Promote a culture of user focus, collaboration and continuous improvement across the Service Desk and wider support teams.

Reporting, Records and Knowledge Management:

• Ensure the accuracy and quality of incident, request, asset and activity records according to organisational standards, audit requirements and guideline.
• Support the production and analysis of service performance data, identifying trends, risks and areas for improvement.
• Use service data, customer feedback and operational insights to inform continual service improvement activities.

Team Leadership and Ongoing Improvement:

• Provide day-to-day leadership, guidance and support to Service Desk Analysts, acting as a senior point of escalation and decision-making within the team.
• Contribute to workforce planning, shift coordination and workload distribution to ensure effective service coverage and performance.
• Find opportunities to improve service quality, user experience, processes and tooling, raising where strategic decisions or investment are required.

This role will require technical ability:

• Demonstrable understanding of ITIL practices, including incident, request and problem management
• Practical experience using Jira Service Management or a similar IT service management system
• Working knowledge of IT ticketing systems, including triage, prioritisation, escalation and resolution processes
• Ability to analyse service performance, trends or data to support improved service delivery
• A practical understanding of Microsoft 365 products, including Teams

About You

We want you to have the ability to take ownership of complex or escalated issues, coordinating resolution across teams and keeping customers and stakeholders informed of progress, risks and outcomes and you can improve user experience. We would like to be able to support the development of colleagues by sharing knowledge, coaching others and contributing to a culture of learning and continuous improvement within the team. It's essential that you have experience of working in a customer facing service desk, triaging service tickets and responding to customer incidents.

Some of the Benefits our people love!

• 25 days annual leave (rising to 30 after 5 years), plus 8 public holidays and the King's birthday (unless you have a legacy arrangement as an existing Civil Servant). Additionally, we operate flexitime systems, allowing employees to take up to an additional 2 days off each month
• Flexible working patterns (part-time, job-share, condensed hours)
• Generous parental and adoption leave packages
• Access to a generous Defined Benefit pension scheme with employer contributions of 28%
• Access to a cycle-to-work salary sacrifice scheme and season ticket advances
• A range of active staff networks, based around interests (e.g. analysts, music society, sports and social club) and diversity

For more information about the role and how to apply, please follow the apply link.