Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Be the go-to person for all things Atlassian, helping staff with Jira and Confluence support.
- Company: Join the Government Digital Service, shaping the future of digital government.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by supporting users and improving digital services for millions.
- Qualifications: Experience with Jira and a knack for helping others solve tech issues.
- Other info: Work in a dynamic environment with a focus on innovation and collaboration.
The predicted salary is between 36000 - 60000 £ per year.
As a Service Desk Analyst (Atlassian Tools), you'll be the first point of contact for all staff seeking support or guidance with Atlassian applications – primarily Jira and Confluence. You'll manage requests ranging from user help and troubleshooting to configuration changes and access management, ensuring that our Atlassian environment runs smoothly and supports the needs of the business.
Responsibilities
- Be the face of the Internal IT Services for all Atlassian-related requests, providing first and second line customer-facing support for Jira Software, Jira Service Management, and Confluence.
- Provide on-site and remote assistance to staff, responding to tickets raised in our internal systems and ensuring all requests are logged, tracked, and resolved within agreed timescales.
- Assist users with creating and managing Jira projects, boards, workflows, filters, and dashboards, and provide basic Confluence space setup and permissions support.
- Handle access management tasks including creating, modifying, and deactivating user accounts and permissions within Jira and Confluence.
- Support configuration changes and small administrative updates as directed by the Atlassian system administrators.
- Help maintain and document internal processes, knowledge base articles, and user guides to improve self-service and training resources.
- Collaborate closely with the wider teams to ensure requests are efficiently escalated and resolved, and feedback is used to enhance service delivery.
- Assist in user training and onboarding sessions to promote best practices in Jira and Confluence usage.
- Support internal meetings or projects where Atlassian tools are used to coordinate work, ensuring the right configurations and permissions are in place.
- Handle access management, ensuring seamless processes for joiners, movers, and leavers.
- Identify, propose, and lead software improvement initiatives to streamline and optimise internal processes.
- Work in an agile environment, ensuring that requirements are captured, prioritised, and delivered by relevant teams.
- Monitor project/task progress within sprints to ensure delivery aligns with the overall strategic vision and adds value.
Person Specification
- Have a solid working knowledge of Jira and a proven ability to learn quickly.
- Have experience working in a support environment, ideally with exposure to Atlassian tools (Jira and Confluence).
- Be comfortable helping users of varied technical ability, explaining system functions, and resolving common Jira and Confluence issues.
- Have a good understanding of how Jira projects, workflows, issue types, and permissions work, and can confidently assist users with configuration or usage questions.
- Be curious, a fast learner who can pick up new processes and tools quickly with training.
- Take ownership of tickets from start to finish, ensuring timely and clear communication with users.
- Be user-focused and proactive in finding ways to improve service delivery and documentation.
- Be capable of gathering and reporting data from Jira (e.g., ticket volumes, resolution times, usage trends) to support management insights and service improvement.
The role is based in Manchester, London or Bristol and revolves around the GOV.UK programme, which delivers public services to millions of users.
Service Desk Analyst in Crewe employer: Government of The United Kingdom
Contact Detail:
Government of The United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in Crewe
✨Tip Number 1
Get familiar with Jira and Confluence before your interview. Dive into the tools, play around with their features, and maybe even create a mock project. This way, when they ask about your experience, you can speak confidently about how you’ve used them.
✨Tip Number 2
Practice your customer service skills! Since you'll be the first point of contact for support, think about how you'd handle tricky situations. Role-play with a friend or family member to get comfortable explaining solutions clearly and calmly.
✨Tip Number 3
Network with current Service Desk Analysts or join relevant online communities. They can provide insights into the role and share tips on what to expect in interviews. Plus, it’s a great way to show your enthusiasm for the position!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Analyst in Crewe
Some tips for your application 🫡
Show Your Atlassian Skills: Make sure to highlight your experience with Jira and Confluence in your application. We want to see how you've used these tools in the past, so don’t hold back on sharing specific examples!
Be User-Focused: Since you'll be the first point of contact for support, it’s crucial to demonstrate your customer service skills. Share any experiences where you’ve helped users solve problems or improve their experience with tech.
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon unless it’s relevant. We appreciate a well-structured application that’s easy to read.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Government of The United Kingdom
✨Know Your Atlassian Tools
Make sure you brush up on your knowledge of Jira and Confluence before the interview. Be ready to discuss how you've used these tools in the past, and think of specific examples where you helped users troubleshoot or configure their projects.
✨Show Off Your Support Skills
Since you'll be the first point of contact for support, highlight your experience in customer service. Prepare to share stories about how you've effectively communicated with users of varying technical abilities and resolved their issues promptly.
✨Demonstrate Your Problem-Solving Ability
Be prepared to tackle hypothetical scenarios during the interview. Think about common issues users face with Jira and Confluence, and explain how you would approach resolving them. This shows your proactive mindset and ability to take ownership of problems.
✨Emphasise Collaboration and Documentation
Talk about your experience working in teams and how you’ve contributed to improving processes or documentation. Mention any instances where you’ve created user guides or knowledge base articles, as this aligns with the role's responsibilities.
