Home Office - IT Support - Junior Service Desk Analyst
Job Description
IT Support - Junior Service Desk Analyst
Location: Vulcan House, Sheffield, S3 8NU
Hybrid: 60% office based, 40% WFH (may vary depending on shift pattern)
Pay: £16.68 for all shift hours; overtime rate £26.32 (overtime over 37 hours)
Working Days/Hours: Monday to Friday
Shift pattern: working on rota basis, may include both day and night shifts. Rota will be provided in advance. Pay rate will always be £16.68 no matter if day shift was also completed through the week.
Brook Street in partnership with the Home Office has a fantastic opportunity to join their team as an Junior Service Desk Analyst.
Duties
* First point of contact for Home Office users supporting incident and problem resolution activities, engaging with other DDaT teams and/or suppliers as required
* Providing high quality first-line support for all user support queries, requests and incidents, in line with incident and request fulfilment management processes and procedures
* Supporting effective management of issues and queries raised through calls, emails, self-service, web chat, face-to-face, and supporting the resulting incidents or service requests, using agreed incident management and request fulfilment processes
* Providing stakeholders with updates on the status of technical incident, service requests and problems
* Engaging with other DDaT teams and/or suppliers as required
Skills and Experience
* Good communication and interpersonal skills, with an ability to communicate effectively and professionally
* Ability to work as part of a team and to engage effectively with users, third parties and suppliers, escalating where appropriate
* Good analytical and problem-solving skills
* Customer-focused
Training
No annual leave during training period – 2 weeks.
Clearance Level
SC + Basic DBS – plus NPPV3 to be completed by the client once in post.
Role Specific Requirements
You must hold a valid passport and must have lived in the UK for longer than 5 years. Please note that a period of 6 months or longer spent outside of the UK in the last 5 years will unfortunately not be accepted. This role requires security clearance that will be processed for you if successful.
Equal Opportunity
Brook Street are proud to support the Armed Forces Covenant and guarantee interview all candidates who are veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy. As a Disability Confident Leader and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer a guaranteed interview with a PSR Sourcer. We encourage candidates with a disability, veterans or spouses/partners of military personnel who meet all the essential criteria to reach out via the Brook Street website to register their interest.
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