Service Desk Analyst (London)

Cabinet Office

Full Time
London, Windsor House
Posted 2 years ago

Job Overview

The Digital and Technology Team (DaTT) is part of the Cabinet Office. DaTT exists to serve the users of the Cabinet Office by providing the best possible, reliable, appropriate and cost effective digital technology tools, training and support for use in pursuit of their wider work objectives.

The Live Service Team is an integral part of DaTT. Live Service is responsible for the provision of all Live Service offerings to the Cabinet Office and partner organisations including support for all services, applications and platforms in the production technology environment, and fulfilment of service requests from eligible users, including build of EUC and mobile devices.

Supporting over 14,000 users, we are also responsible for incident management, major incident management, problem management and change & release management on behalf of the wider department and directorate. The team also works within the ITIL framework, and knowledge of, or foundation qualifications would be useful.

Main Responsibilities

As a Service Desk Analyst you’ll be acting as the first point of contact for all users of the official platform using an array of laptop devices (Windows and MacOS operating systems), Smartphones (Android and iOS) and VoIP systems for all telephony and Google Cloud Services for standard office tools. Some specialist applications are also used throughout the estate.

As a Service Desk Analyst you will:

Be the face of DaTT/Live Service providing first and second line user facing support for all IT related issues at our Tech Hub. This will include supporting users with a wide range of experience and knowledge,
Provide over the phone and email,  first and second line support to users at locations throughout the UK, utilising an array of remote support tools to resolve user issues,
Build, manage, support, asset track and maintain all associated hardware devices,
Track all incidents and requests for change, prioritising as necessary and resolving within agreed timescales;
Create, issue and manage/maintain corporate accounts for joiners/leavers,
Work collaboratively across the wider IT Team and DaTT ensuring internal processes are delivered efficiently and reviewed and updated as necessary.

Skills Required

It’s essential that you:

Have experience of working in a 1st/2nd line service desk environment dealing with a varied mix of users,
Are experienced in working and solving problems in multidisciplinary teams, using desktop and software management and fault finding resolutions,
Are user centred focused and adopt an end user approach by taking ownership and accountability of incidents raised and creating resolutions, to deliver an excellent IT service,
Have experience in explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this,
Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements, Takes full accountability for actions taken and decisions made,
Have a commitment to developing your skills and knowledge so as to provide an excellent service.


We will assess against these behaviours in the interview;

Seeing the Big Picture
Changing & Improving
Communicating & Influencing
Working Together
Delivering at Pace
Technical Skill
CV Experience

Process Information

Sifting/Interview Dates; W/C 1st June 2020.
All interviews are 90 minutes and will contain behaviour and experience questions. Scored out of 7, they will focus on the elements listed within the job description. For some roles, there will be a technical test that enables the candidate to demonstrate their approach to a hypothetical project.

Security Clearance

Please note that this role requires SC clearance, which would normally require 5 years’ UK residency in the past 5 years. This is not an absolute requirement but supplementary checks may be required where individuals have not lived in the UK for the required period. This may mean that your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.

Job Features

Job CategoryIT
Salary Range£32,905 - £38,580
GradeBand B2
Available Posts6
Closing Date15 May 2020
Working PatternFlexible Working, Full-time

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