About The Job
Discover a career in your hands at HMRC.
Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.
HMRC is one of the largest organisations in the UK and runs one of the largest digital operations in government.
With over 50 million customers at the heart of everything we do, the scale and impact of our work are vast.
We embrace innovation, exploring new technologies and modern ways of working.
We are building a team of outstanding and creative professionals within HMRC's Chief Engineering and Platform Office (CEPO) which is within HMRC's Chief Digital and Information Officer Group (CDIO).
Our mission is to deliver new digital services using modern technology and agile methodologies, while also transforming existing services and migrating them to cloud-based platforms.
This role sits within the Government Gateway (GG) Team, which supports over 130 services across 11 UK Government Departments.
Government Gateway is a critical pan-government platform, and this role is central to its continued success.
Job Description
The objective of the Service Desk is to provide a focal point for all customers, dealing with problems, questions and requests to help them get the best out of the service.
The Service Desk forms the day-to-day single point of contact, between The Government Gateway, reliant parties across HMRC, other Government Departments including the upcoming introduction of One Login for Government.
Day to day tasks to include and not limited to: Interaction with IT operational staff and or internal/ external stakeholders.
Triaging incidents, managing the related ticket until conclusion, in a timely manner.
Maintaining clear communication with the requestor and operational teams throughout the process.
A Service Desk Analyst monitors inbound requests for support to multiple digital government services and provides resolutions to varied and difficult technical issues.
Person specification
Essential Criteria
As a Service Desk Analyst, you will act 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 and that of a Critical National Infrastructure service.
Contribute positively within a small, cohesive team in order to deliver a high-quality service to our customers.
Able to own an issue until a new owner has been found or the problem has been mitigated and / or resolved.
Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, operational).
Can contribute to the implementation of remedies and preventative measures.
Able to identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
Maintains a high level of customer service.
Has the confidence to deal with complex complaints.
Desirable criteria
SFiA Core Skills: Proven experience of working to Customer Service Support Level 3.
Knowledge and experience of Incident Management Level 3.
Ability to analyse and undertake investigative work.
Basic understanding of Microsoft packages.
Previous experience of Splunk/ CIP reporting systems.
Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment.
Any additional notes included in a 'Further Location Preferences (optional)' field within the application form, will not be considered.
Please be aware that you cannot change your location preference after submitting your application.
Office Closures
If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
Other Information
Candidates would need to either hold National Security Vetting at Security Check (SC) clearance level for this vacancy or be willing to consider applying for it.
You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application.
If you have any questions about this residency requirement, please speak to the vacancy holder for this.
Behaviours
We'll assess you against these behaviours during the selection process: Making Effective Decisions, Delivering at Pace, Changing and Improving.
Benefits
Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
Family friendly policies.
Personal support.
Coaching and development.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office.
Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community.
Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Technical Support
If you are experiencing problems that cannot be resolved by our 'help' section, then technical support is available.
You will receive a reply in 2 working days.
Additional Security Information
Please note in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy.
You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application.
Nationality Requirements
This job is broadly open to the following groups: UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries who have the right to work in the UK, nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS), individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020, Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found.