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Job 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
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