Junior Service Desk Analyst (Shift Working )

Job summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Home Office Chief Digital and Innovation Office designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.

This role delivers IT Operations support within a large-scale, complex environment, providing first-line technical support across critical digital services. You will manage incidents and service requests, monitor service performance, resolve technical issues, and contribute to continuous service improvement using IT service management best practice.This is an opportunity to develop and apply your technical support skills in a high-impact environment. You will gain experience across a diverse range of services, contribute to service improvements, and build your capability within a collaborative and supportive IT Operations community.

Job description

In this role, you will provide first-line IT Operations support, ensuring the effective resolution of technical queries, incidents, and service requests across a complex digital estate. You will manage and respond to a wide range of user interactions, maintaining service performance and ensuring a high standard of customer support.

You will follow established incident management and request fulfilment processes, working closely with internal teams and suppliers to resolve issues and meet service expectations. The role requires strong communication skills, attention to detail, and a proactive approach to identifying improvements in service desk processes and procedures.

You will also contribute to knowledge management and continual service improvement, ensuring information is captured and shared effectively to enhance service quality and consistency.

Key Responsibilities

• Act as the first point of contact for users, supporting incident and problem resolution activities and engaging with wider teams or suppliers as required.
• Provide high-quality first-line support for technical queries, requests, and incidents in line with agreed processes and procedures.
• Manage issues and queries across multiple channels, including calls, email, self-service, web chat, and face-to-face interactions.
• Deliver updates to stakeholders on the status of incidents, service requests, and problems in a timely manner.
• Work with internal teams and suppliers to resolve issues in line with service level agreements.
• Contribute to continual service improvement by identifying enhancements to service desk processes and procedures.
• Support knowledge management activities, ensuring relevant information is identified, maintained, and shared effectively.

Working Pattern

Due to the business requirements of this role, it is only available on a full-time basis.

The role operates on 12-hour shifts, alternating between day and night shifts, with rest days scheduled between shifts.

• Day Shift: 7:00am - 7:00pm
• Night Shift: 7:00pm - 7:00am.

Training

Postholders will receive a minimum of three weeks' on-the-job training, typically delivered during standard office hours, Monday to Friday, along with ongoing support to help them develop the skills and confidence needed for the role.

Person specification

Essential Criteria

You’ll have a demonstrable passion for IT support, along with the following skills or experience:

• Good communication and interpersonal skills, with the ability to communicate effectively and professionally
• Ability to work as part of a team and engage confidently with users, third parties and suppliers
• Strong analytical and problem-solving skills
• A high level of ownership and drive to see tasks through to completion
• A customer-focused approach

The essential criteria listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework).

The six technical skills for this role align to Junior Service Desk Analyst.

Use the SFIA levels of responsibility to understand what would be expected for each technical skill listed.

Please see below the relevant six technical skills for Junior Service Desk Analyst:

Development and Implementation:

Content Management

• Knowledge Management (KNOW) – level 1

Delivery and Operation:

Service Management

• Incident Management (USUP) – level 1

• Problem Management (PBMG) – level 1

• Service Level Management (SLMO) – level 1

Technology Management

• IT Infrastructure (ITOP) – level 1

Relationships and Engagement:

Stakeholder Management

• Customer Service Support (CSMG) – level 1

Desirable Criteria

Ideally, you will also have some of the following skills or experience:

• Experience in a similar role.
• Understanding and/or experience of ITIL v3/v4 service management processes, with awareness of Lean, Agile and DevOps principles within a product-centric delivery model

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
• See more of our benefits on our careers website.
• Shift working roles currently attract Annualised Hours Allowance (AHA) between 27.16% and 27.54% of salary which equates to an additional £8,397.87 to £8,515.37, per annum based on salary minimum. Further information can be found on our website.