OSCAR is His Majestys 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
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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.
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Provide advanced technical support and guidance to colleagues, supporting resolution at the first point of contact where possible and ensuring appropriate escalation where required.
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Coordinate incident, request and task queues to ensure effective management, timely progression and resolution according to service level agreements and performance standards.
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Identify and lead major, high-impact or recurring incidents, ensuring accurate records are maintained and communications are clear, timely and appropriate.
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Support service continuity and operational stability by proactively identifying trends, reducing repeat issues and contributing to effective incident resolution and root cause analysis.
Stakeholder and Customer Relationship Management
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Build and maintain strong working relationships with stakeholders, customers and support teams to ensure a responsive, high-quality and customer-focused service.
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Assume responsibility for complex or high-priority incidents and requests, managing them through to resolution and ensuring clear, consistent communication with collaborators.
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Develop a deep understanding of business systems, services and processes to enable effective support, informed decision-making and improved service outcomes.
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Act as a point of coordination between the Service Desk, resolver groups and third parties to ensure joined-up delivery and effective issue resolution.
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Promote a culture of user focus, collaboration and continuous improvement across the Service Desk and wider support teams.
Reporting, Records and Knowledge Management
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Ensure the accuracy and quality of incident, request, asset and activity records according to organisational standards, audit requirements and guideline.
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Support the production and analysis of service performance data, identifying trends, risks and areas for improvement.
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Own and drive the development, review and maintenance of knowledge articles, work instructions and documentation to support consistent and efficient service delivery.
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Ensure knowledge is effectively captured and shared across the team, improving capability, reducing resolution times and enhancing service quality.
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Use service data, customer feedback and operational insights to inform continual service improvement activities.
Team Leadership and Ongoing Improvement
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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.
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Support onboarding, mentoring and development of team members, building capability, consistency and technical competence across the Service Desk.
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Contribute to workforce planning, shift coordination and workload distribution to ensure effective service coverage and performance.
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Lead or contribute to service improvement initiatives, operational changes and projects relating to IT services, tools and processes.
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Take ownership of defined workstreams or improvement activities, managing progress, risks and dependencies to ensure successful delivery.
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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:
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Demonstrable understanding of ITIL practices, including incident, request and problem management
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Practical experience using Jira Service Management or a similar IT service management system
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Working knowledge of IT ticketing systems, including triage, prioritisation, escalation and resolution processes
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Ability to analyse service performance, trends or data to support improved service delivery
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A practical understanding of Microsoft 365 products, including Teams.
Qualifications
ITIL v4 (or v5) Foundation
SIAM Foundation
If you do not hold the qualification, you should be willing to achieve it within 12 months of joining if successful.
Roles will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks. Using GDD, we will then determine if you will be paid an additional allowance on top of your basic salary.
Additional Information
Our operational hours are Monday to Friday, 08:00 to 18:00. The successful candidate will be required to work within a shift pattern and team rota. Current planned shift patterns are 07:30 to 15:30, 08:30 to 16:30 and 10:00 to 18:00, Monday to Friday.
There is a requirement to work flexibly as part of the rota. The rota will be reviewed regularly in line with service need by the Service Desk Manager.
If you would like to speak to the hiring manager informally prior to the closing date, please contact Martin Beale: [email protected]
Visa sponsorship is not available for this role.
