Senior Service Desk Analyst

About the role

The Senior Service Desk Analyst role is within the FACT team and reports to the Service Desk Manager. The role involves providing 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.

Responsibilities

• Act as a critical contact for complex IT incidents, service requests and changes, ensuring issues are effectively assessed, prioritized 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.
• Carefully manage incident, request and task queues to ensure effective management, timely progression and resolution according to service level agreements and performance standards.
• Identify and lead major, high-impact or recurring incidents, ensuring accurate records are maintained and communications are clear, timely and appropriate.
• Support service continuity and operational stability by proactively identifying trends, reducing repeat issues and contributing to effective incident resolution and root cause analysis.

Requirements

• Customer Support and Service Delivery: 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, prioritization, escalation and resolution processes. Ability to analyze service performance, trends or data to support improved service delivery. A practical understanding of Microsoft 365 products, including Teams.
• 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. Develop a deep understanding of business systems, services and processes to enable effective support, informed decision-making and improved service outcomes. Act as a point of coordination between the Service Desk, resolver groups and third parties to ensure joined-up delivery and effective issue resolution. 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 guidelines. Support the production and analysis of service performance data, identifying trends, risks and areas for improvement. Own and drive the development, review and maintenance of knowledge articles, work instructions and documentation to support consistent and efficient service delivery. Ensure knowledge is effectively captured and shared across the team, improving capability, reducing resolution times and enhancing service quality. 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. Support onboarding, mentoring and development of team members, building capability, consistency and technical competence across the Service Desk. Contribute to workforce planning, shift coordination and workload distribution to ensure effective service coverage and performance. Lead or contribute to service improvement initiatives, operational changes and projects relating to IT services, tools and processes. Take ownership of defined workstreams or improvement activities, managing progress, risks and dependencies to ensure successful delivery. Find opportunities to improve service quality, user experience, processes and tooling, raising where strategic decisions or investment are required.

Qualifications

• ITIL v4 (or v5) Foundation
• SIAM Foundation

Skills

• ITIL v4 (or v5) Foundation
• SIAM Foundation
• 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, prioritization, escalation and resolution processes
• A practical understanding of Microsoft 365 products, including Teams

Benefits

Flexible working arrangements are available, with current planned shift patterns being 07:30 to 15:30, 08:30 to 16:30 and 10:00 to 18:00, Monday to Friday. The successful candidate will be required to work within a shift pattern and team rota, with the rota being reviewed regularly in line with service need by the Service Desk Manager.

Pay

Details of pay and allowances will be determined based on the Government Digital and Data (GDD) Profession Capability Framework and Success Profile Frameworks, and may include an additional allowance on top of the basic salary.

Schedule

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, with current planned shift patterns being 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.

Contact Information

If you would like to speak to the hiring manager informally prior to the closing date, please contact Martin Beale: Martin.beale@hmtreasury.gov.uk

Equal Opportunity

Our organization is committed to equal opportunity and diversity. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other protected characteristic.