At a Glance
- Tasks: Be the go-to person for IT incidents and support a friendly team.
- Company: Join HM Treasury's collaborative Financial Analytics Control and Technology team.
- Benefits: Enjoy 25 days leave, flexible working, and a generous pension scheme.
- Other info: Great opportunities for mentorship and career growth in a dynamic environment.
- Why this job: Make a real impact by providing essential IT support to government services.
- Qualifications: Experience with ITIL practices and Microsoft 365; familiarity with service management systems.
The predicted salary is between 30000 - 40000 £ per year.
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. This post is available only on a full-time basis.
Do you want to be part of a friendly and collaborative team and act as the main point of contact for IT incidents as well as building and maintaining positive working relationships with customers and colleagues? 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. Be the single source for reliable, real time financial information for government. Enable the modernisation and standardisation of financial accounting and reporting.
OSCAR 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 Service Desk Analyst position is within the Service Desk and reports directly to the Service Desk Manager.
- Act as the main point of contact for IT incidents, service requests and changes, ensuring issues are correctly logged, categorised, prioritised and progressed through agreed processes.
- Provide advice, mentorship and initial technical support to colleagues, aiming to resolve issues at the first point of contact wherever possible and advancing where required.
- Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
- Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
- Capture and use customer feedback and service information to identify trends, monitor performance and support service improvements.
- Work closely within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.
- Provide support, mentorship and practical assistance to new or junior colleagues to help build capability and consistency across the team.
- Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
Demonstrable understanding of ITIL practices. A practical understanding of Microsoft 365 products, including Teams. Demonstrable experience using Jira Service Management or a similar IT service management system. Working knowledge of IT ticketing systems, including incident and request management processes. ITIL v4 (or v5) Foundation and SIAM Foundation.
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.
IT Support and Service Desk Operator in Durham employer: HM TREASURY
HM Treasury is an exceptional employer, offering a dynamic work environment in Darlington where policy advisers can thrive. With a strong emphasis on personal development, flexible working arrangements, and generous benefits including a defined benefit pension scheme and extensive leave options, employees are encouraged to engage in meaningful projects that enhance their expertise and contribute to the UK's financial market innovation.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support and Service Desk Operator in Durham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what HM TREASURY values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges HM TREASURY might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at HM TREASURY!
✨Direct Apply to HM TREASURY
Let's not forget to apply directly through the HM TREASURY website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support and Service Desk Operator in Durham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at HM TREASURY.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at HM TREASURY. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at HM TREASURY
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
