At a Glance
- Tasks: Support IT incidents and service requests, ensuring smooth operations for users.
- Company: Join HM Treasury's friendly and collaborative FACT team.
- Benefits: Enjoy 25 days annual leave, flexible working, and a generous pension scheme.
- Other info: Great opportunities for growth and a supportive team environment.
- Why this job: Make a real impact in government finance while developing your skills.
- Qualifications: Customer service experience and willingness to learn ITIL practices.
The predicted salary is between 29280 - 33450 £ per year.
Salary: National: £29,280 - £33,450. 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 only on a full-time basis.
Location: Darlington (Feethams House) only
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? 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.
About the Job
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 Service Desk Analyst position is within the Service Desk and reports directly to the Service Desk Manager.
On a typical day you will…
Customer Support and Service Delivery
- 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.
- Monitor incidents, requests and tasks to ensure timely progress and resolution according to service level agreements and agreed service standards.
- Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
Stakeholder and Customer Relationship Management
- Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and user focused service.
- Assume responsibility for incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
- Encourage information exchange and collaborative working across teams to improve the customer experience and support joined up delivery.
Reporting, Records and Knowledge Management
- 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.
Team Contribution and Continuous Improvement
- 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.
This role will require technical ability:
- 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.
Qualifications
ITIL v4 (or v5) Foundation and SIAM Foundation. If you do not hold the qualifications, you should be willing to achieve it within 12 months of joining if successful.
About You
We want you to have the ability to take ownership of issues, keeping colleagues and customers informed, and accurately recording and prioritising incidents and requests. We want you to be able to identify opportunities to improve processes and ways of working, to reduce repeat issues and make processes simpler and are able to communicate clearly and professionally with customers, colleagues and stakeholders to deliver a positive customer experience. It's essential that you have experience of working in a customer facing role, responding to customer queries and providing initial support.
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.
Service Desk Analyst 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 Service Desk Analyst in Durham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HM TREASURY. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like HM TREASURY before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Durham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to HM TREASURY:Your cover letter is your chance to shine! Tell us why you want to work at HM TREASURY specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at HM TREASURY!
How to prepare for a job interview at HM TREASURY
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
