Skip to main content

This job has expired

Service Desk Analyst

Recruiter
HM Revenue & Customs (HMRC)
Location
Manchester
Salary
£26,586 - £28,918 + benefits
Closing date
3 Feb 2022
Reference
173782

Job Details

Summary

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

As HMRC expands its digital offering for customers and increases take up of these services it is vital that customers are supported through their interactions with the Department. This role is to provide specific technical support when customers encounter problems using our digital services. The team helps customers resolve their issues working with Developers and Digital Service Managers to fix any problems identified. The team act as tier 3 customer support.

The Government Gateway (GG) Service Desk forms the day-to-day single point of contact between the Business owners and its customers for reporting Incidents and making Requests for Change. As such, the Government Gateway Service Desk is responsible for keeping GG reliant parties informed of events, actions and opportunities that are likely to impact their day-to-day activities, providing an essential interface with IT operational staff and other supporting Referral Groups.

The objective of the GG Service Desk is to provide a focal point for all customers of GG, dealing with problems, questions and requests in order to help them get the best out of the service. It also acts as an interface for other activities such as Service Level Management and the dissemination of information, in order to deliver the high quality support, critical to achieving the business goals of our customers.

The GG Service Desk is available 24x7. The GG Service Desk will be available from 08:00-18:00 Monday-Friday (excluding Bank Holidays). Calls received between 18:00-08:00 and at weekends and Bank Holidays will be handled by on call staff.

Job description

As a Service Desk Analyst you will be able to interact with customers and be a working operative.

You will perform tasks such as taking calls from customers and trying to resolve their queries. You will escalate issues to your manager.

  • Provide clear and accurate advice and solutions to customer incidents.
  • Work with the Scrum team and DSMs to identify workarounds and solutions to achieve the best outcome for customers and cost effective solutions for HMRC.
  • Identify incident trends and escalate for problem resolution.
  • Publish and review external service issues messages to keep customers informed.
  • Promote creative ways to solve incidents, provide solutions and ensure continuous digital improvement.
  • Assist with the effective handling of complaints.
  • Work with the wider team to set priorities and manage work to meet the needs of the customer and the business.
  • Identify and promote continuous service improvements ensuring that it is at the heart of everything we do.

Responsibilities

Skills and Knowledge Required

Making Effective Decisions:
Being objective; using sound judgement, evidence and knowledge to provide accurate, expert and professional advice. It means showing clarity of thought, setting priorities, analysing and using evidence to evaluate options before arriving at well-reasoned justifiable decisions.

Delivering at Pace:
Focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. It's about working to agreed goals and activities and dealing with challenges in a responsive and constructive way.

Changing and Improving:
Being responsive, innovative and seeking out opportunities to create effective change. It's about being open to change, suggesting ideas for improvements to the way things are done, and working in 'smarter, more focused ways'

  • Is conversant with the processes used to support the client services skill (e.g. CRM system).
  • Has practical understanding of the activities of the employer or client and appreciates the importance of the client service task within the business.
  • Is capable of planning small assignments and organising own work effectively.
  • Demonstrates a responsible and disciplined approach, even under pressure. Has very good communication and negotiation skills. Has a positive attitude towards diversity principles.
  • Takes an analytical approach to problem solving. Is familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation.
  • Aware of the subject matter and has an understanding of what it involves. Has an awareness or understanding of user experience analysis and its principles. Can see the purpose of user stories and focuses on user needs. Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs, and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
  • Tracks, logs and corrects information to protect assets and components. (Top Level: Conducts the lifecycle management for assets including hardware, software, intellectual property, licences, warranties. This includes managing usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Helps to improve investment decisions and capitalise on opportunities. Complies with international standards for asset management. Documents information relating to the assets including identification, classification and specification of all items, and information related to storage, access, versions. Is able to apply status accounting and auditing in line with relevant criteria).
  • Aware of the importance to consider developing process efficiency and common ways in which processes are optimised. Supports specific activities to improve development processes. Able to spot or identify obvious deficiencies. (Top Level: Identifies and explores opportunities for service and business improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed).
  • Resolves user requests to a minimum of the agreed service level agreement. Able to empathise with the end user. Uses customer-focused metrics to achieve a satisfying outcome. (Top level description - Manages customer service functions, responding to issue reports, information requests, access etc.

SFiA Core Skills:

  • Customer Service Support Level 2
    • Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate. Maintains records, informs users about the process and advises relevant persons of actions taken.
  • Application Support Level 2
    • Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.
  • Incident Management Level 2
    • The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

Behaviours

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

  • Making Effective Decisions
  • Delivering at Pace

Benefits

 

  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

 

Apply before 11:55 pm on Wednesday 2nd February 2022

 

 

Company

HMRC is responsible for working out and collecting the taxes and duties that pay for public services including hospitals, schools, police, transport, defence and security, as well as for Child and other Benefits. We help to keep the UK running.

HMRC is committed to becoming a ‘data driven organisation’ and undergoing the biggest digital transformation in government with some of the biggest and most exciting digital projects in Europe

Internal Audit is at the very heart of HMRC and works with every area of the department. Looking at assurance on governance, risk management and controls, we help to ensure that HMRC plans and manages its performance, makes good decisions and is held to account on accurate financial and performance data. As well as undertaking compliance and risk-based audit work, we’re actively brought in early to help the business design assurance into its new products and processes. Most importantly, we enable HMRC to account for everything they do.

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert