At a Glance
- Tasks: Provide senior operational support and coordinate the Service Desk for effective issue resolution.
- Company: Join HM Treasury's friendly and collaborative FACT team.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme.
- Other info: Great opportunities for learning, growth, and teamwork.
- Why this job: Make a real impact in government finance while developing your skills.
- Qualifications: Experience in customer-facing service desks and ITIL practices required.
The predicted salary is between 34820 - 40000 £ per year.
Salary: National: £34,820 - £40,000. 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 on a full time, part time or job share basis, and flexible working hours can be accommodated.
Location: Darlington (Feethams House) only
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:
- 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.
The key responsibilities of the post-holder will be:
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 Senior Service Desk Analyst provides senior operational support to the Service Desk, combining hands‑on delivery with day‑to‑day coordination, quality assurance, and mentoring responsibilities. The role ensures issues are resolved efficiently, brought up appropriately, and owned through to resolution following agreed service levels. The Senior Service Desk Analyst position sits within the FACT team and reports to the Service Desk Manager.
On a typical day you will…
Customer Support and Service Delivery
- Act as a critical contact for complex IT incidents, service requests and changes, ensuring issues are effectively assessed, prioritised and resolved in line with agreed processes.
- Provide advanced technical support and guidance to colleagues, supporting resolution at the first point of contact where possible and ensuring appropriate escalation where required.
- Coordinate incident, request and task queues to ensure effective management, timely progression and resolution according to service level agreements and performance standards.
Stakeholder and Customer Relationship Management
- Build and maintain strong working relationships with stakeholders, customers and support teams to ensure a responsive, high‑quality and customer‑focused service.
- Assume responsibility for complex or high‑priority incidents and requests, managing them through to resolution and ensuring clear, consistent communication with collaborators.
- Promote a culture of user focus, collaboration and continuous improvement across the Service Desk and wider support teams.
Reporting, Records and Knowledge Management
- Ensure the accuracy and quality of incident, request, asset and activity records according to organisational standards, audit requirements and guideline.
- Support the production and analysis of service performance data, identifying trends, risks and areas for improvement.
- Use service data, customer feedback and operational insights to inform continual service improvement activities.
Team Leadership and Ongoing Improvement
- Provide day‑to‑day leadership, guidance and support to Service Desk Analysts, acting as a senior point of escalation and decision‑making within the team.
- Contribute to workforce planning, shift coordination and workload distribution to ensure effective service coverage and performance.
- Find opportunities to improve service quality, user experience, processes and tooling, raising where strategic decisions or investment are required.
This role will require technical ability:
- Demonstrable understanding of ITIL practices, including incident, request and problem management.
- Practical experience using Jira Service Management or a similar IT service management system.
- Working knowledge of IT ticketing systems, including triage, prioritisation, escalation and resolution processes.
- Ability to analyse service performance, trends or data to support improved service delivery.
- A practical understanding of Microsoft 365 products, including Teams.
About You
We want you to have the ability to take ownership of complex or escalated issues, coordinating resolution across teams and keeping customers and stakeholders informed of progress, risks and outcomes and you can improve user experience. We would like to be able to support the development of colleagues by sharing knowledge, coaching others and contributing to a culture of learning and continuous improvement within the team. It’s essential that you have experience of working in a customer facing service desk, triaging service tickets and responding to customer incidents.
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.
Senior Service Desk Analyst employer: HM TREASURY
HM Treasury is an exceptional employer, offering a supportive and collaborative work environment in Darlington. With a strong focus on employee growth, the FACT team encourages continuous learning and development, while providing flexible working arrangements and generous benefits, including a defined benefit pension scheme and ample annual leave. Join us to make a meaningful impact in public finance and enjoy a culture that values teamwork and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Analyst
✨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 Senior Service Desk Analyst
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.
