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- Tasks: Provide top-notch customer support and resolve IT issues for Home Office users.
- Company: Join Brook Street, a proud partner of the Home Office, committed to quality service.
- Benefits: Enjoy a competitive hourly rate, hybrid work options, and comprehensive training.
- Why this job: Be part of a dynamic team making a real impact in public service.
- Qualifications: Good communication skills and a passion for problem-solving are essential.
- Other info: Guaranteed interviews for veterans and candidates with disabilities who meet criteria.
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 (Shift enhancement of around 30% TBC based on rota, hourly example based on 30% – £17.51)
Working Days/Hours: Shift work, 4 on 4 off basis, details below
Brook Street in partnership with the Home Office has a fantastic opportunity to join their team as anJunior 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 shifts overnight and at weekends on a rota basis. An appropriate allowance will be paid according to the extent of your commitment.
- Workers will be asked to work 1 of 4 shift patterns on a rota basis.
- Hours include both days and nights on a 4 on 4 off pattern, working 1-2 weekend days per month.
- Rotas will be set 4 weeks in advance.
- As the team need to cover 24/7 support, rotas will include work on weekends and bank holidays.
List the duties/ 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 for the Role
- 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 are 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.
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.
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Customer Support Analyst employer: Brook Street
Contact Detail:
Brook Street Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Familiarise yourself with the Home Office's IT services and support processes. Understanding their specific systems and procedures will help you answer questions more effectively during the interview.
✨Tip Number 2
Brush up on your customer service skills, particularly in a technical context. Be prepared to discuss how you've handled difficult customer interactions in the past, as this role requires strong communication and interpersonal skills.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved technical issues or improved processes in previous roles. This will demonstrate your analytical skills and customer-focused approach.
✨Tip Number 4
Since this role involves working in a team, think about your experiences collaborating with others. Be ready to share examples of successful teamwork and how you engage with colleagues and stakeholders to achieve common goals.
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Junior Service Desk Analyst position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer support and IT service roles. Use bullet points for clarity and focus on achievements that demonstrate your problem-solving and communication skills.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific experiences that showcase your ability to provide high-quality customer support and your teamwork skills. Make sure to address how you meet the essential criteria outlined in the job description.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a customer support role.
How to prepare for a job interview at Brook Street
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Junior Service Desk Analyst. Be prepared to discuss how your skills align with providing high-quality customer support and incident resolution.
✨Showcase Communication Skills
Since good communication is key in this role, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated with users or team members in past experiences.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved issues or problems. Highlight your analytical skills and how you approach troubleshooting in a customer-focused manner.
✨Prepare for Team Dynamics
This role requires teamwork and collaboration. Think of examples where you've worked well in a team setting, and be prepared to discuss how you engage with others, including third parties and suppliers.
