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 provided by an external service provider; the post holder will join the team delivering the new in-house service desk.
The Service Desk Analyst delivers first-line support activities and contributes to continuous improvement to the users of the OSCAR Service by providing a high‑quality, user‑focused first‑line support function. The role functions as the main contact for problems and service inquiries. It ensures issues are resolved efficiently, called out when needed, and owned through to resolution meeting agreed service levels.
The Service Desk Analyst position is within the Service Desk and reports directly to the Service Desk Manager.
Job description
On a typical day you will
Customer Support and Service Delivery
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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.
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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.
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Monitor incidents, requests and tasks to ensure timely progress and resolution according to service level agreements and agreed service standards.
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Recognise serious or recurring issues, maintain accurate records, and ensure relevant updates are communicated clearly to customers and colleagues.
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Support service continuity and day to day operational delivery by identifying patterns, reducing repeat issues and contributing to effective incident handling.
Stakeholder and Customer Relationship Management
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Build and maintain positive working relationships with customers, colleagues and stakeholders to ensure a professional, responsive and user focused service.
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Assume responsibility for incidents and service requests through to resolution, maintaining regular contact with customers and managing expectations throughout.
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Develop a solid understanding of business systems, services and processes in order to provide effective first-line support and resolve a broad range of issues at the earliest opportunity.
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Encourage information exchange and collaborative working across teams to improve the customer experience and support joined up delivery.
Reporting, Records and Knowledge Management
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Maintain accurate and up to date records of incidents, service requests, activities and IT assets in line with departmental processes and audit requirements.
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Support the production of service, management and performance information, providing updates and reports as required.
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Review, update and create knowledge articles, local work instructions and other documentation to support consistent service delivery and problem resolution.
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Maintain clear documentation on task progress, service updates, lessons learned and support materials to improve transparency and knowledge sharing.
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Capture and use customer feedback and service information to identify trends, monitor performance and support service improvements.
Team Contribution and Continuous Improvement
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Work closely within agreed Service Desk roles, shift patterns and team rotas, contributing to both individual and team objectives.
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Provide support, mentorship and practical assistance to new or junior colleagues to help build capability and consistency across the team.
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Contribute to service improvements, operational initiatives and business as usual activities relating to IT services, tools and processes.
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Take ownership of allocated tasks or work packages, track progress, identify risks or dependencies early, and help maintain delivery against agreed milestones.
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Contribute ideas to improve team processes, service quality, tools and ways of working, bringing up issues where formal decisions or additional support are needed.
This role will require technical ability:
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Demonstrable understanding of ITIL practices
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A practical understanding of Microsoft 365 products, including Teams.
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Demonstrable experience using Jira Service Management or a similar IT service management system.
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Working knowledge of IT ticketing systems, including incident and request management processes.
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.
