Job summary

We have an exciting opportunity to join the Service Management Centre, IT Service Desk Team as an IT Service Desk Analyst, where you will be responsible for providing a single point of contact for IT support, delivering an excellent and inclusive customer experience.

You will resolve issues at first contact wherever possible, as the team owns the Incident and Service Request processes fixing over 60% of incidents first line.

You will also manage and progress incidents and requests, monitor key services, support service improvements, projects, customer and supplier reviews.

Job description

You will join a friendly and supportive team of dedicated IT professionals responsible for providing a single point of contact and first line IT support for HM Land Registry's internal and external users.

Primarily, you will provide technical assistance or advice by responding to user enquiries that come through various routes into first line support. You will be responsible for assuring a high level of user satisfaction and minimising impact of problems and changes.

You will ensure user enquiries are processed and tracked in accordance with ISO20000 compliant service management procedures, whilst adhering to customer excellence protocols, keeping users informed of progress and escalating when required.

Furthermore, you will monitor HM Land Registry’s infrastructure and applications, collaborate with colleagues to enhance the service and customer knowledge, resources and experiences, supporting both customer and service improvements and project related activity.

This is a great opportunity to gain exposure of working in a mature, large scale IT Operation. You will also have the opportunity to obtain Service Support based qualifications with opportunities to develop your career in different areas of the business.

For further information about the role and HM Land Registry, please see the attached Job Description and Candidate Pack.

Person specification

To be successful in this role, you will need to demonstrate the below:

Essential Technical Skills:

Ability to provide a first-class customer experience in an IT environment and/or relevant industry experience.

An understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Business Applications.

Demonstrate an adaptable approach to problem solving in a changing environment.

Ability to attain service management qualifications – such as ITIL4 Foundation.

Essential Experience criteria:

Proven experience of delivering a quality first class customer service through customer platforms with emphasis on quality and accuracy, in a fast-paced environment.

Experience in providing tactful advice in a patient manner, especially under pressure and where there are competing demands.

Experience of working collaboratively as part of a multi-function team, with the ability to interact and build working relationships with others, IT technicians, managers and users.

Able to work flexibly and effectively in a changing environment with minimal supervision.

Working arrangements

Please note you will be required to work Full Time in this post (equivalent of 37 hours per week) or Job Share.

Please see the attached job description, detailing the Service Desk opening hours between 6:45am - 5pm. There is a requirement to provide occasional cover on a weekend, which is currently worked as overtime.

This role may involve occasional travel which could include some overnight stays.

HMLR expect everyone to spend at least 60% of their working time in the office.

The post will require a Security Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 5 years. Further details of the process and checks can be found here:

Visa Sponsorship

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa.

You must ensure you have the appropriate right to work in the UK before applying.

Behaviours

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

Making Effective Decisions

Communicating and Influencing

Working Together

Delivering at Pace

Technical skills

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

Ability to provide a first-class customer experience in an IT environment and/or relevant industry experience.

An understanding of IT infrastructure and/or IT operations with experience of Microsoft Office 365, Windows and Business Applications