Senior Service Desk Analyst – Manchester Digital
Join to apply for the Senior Service Desk Analyst role at Manchester Digital. As a Service Desk Analyst (Atlassian Tools), you’ll be the first point of contact for all staff seeking support or guidance with Atlassian applications – primarily Jira and Confluence. You’ll manage requests ranging from user help and troubleshooting to configuration changes and access management, ensuring that our Atlassian environment runs smoothly and supports the needs of the business.
You’ll receive full training on internal processes and configurations, but a solid working knowledge of Jira and a proven ability to learn quickly are essential.
Responsibilities
* Be the face of the Internal IT Services for all Atlassian-related requests, providing first and second line customer-facing support for Jira Software, Jira Service Management, and Confluence.
* Provide on-site and remote assistance to staff, responding to tickets raised in our internal systems and ensuring all requests are logged, tracked, and resolved within agreed timescales.
* Assist users with creating and managing Jira projects, boards, workflows, filters, and dashboards, and provide basic Confluence space setup and permissions support.
* Handle access management tasks including creating, modifying, and deactivating user accounts and permissions within Jira and Confluence.
* Support configuration changes and small administrative updates as directed by the Atlassian system administrators.
* Help maintain and document internal processes, knowledge base articles, and user guides to improve self‑service and training resources.
* Collaborate closely with the wider teams to ensure requests are efficiently escalated and resolved, and feedback is used to enhance service delivery.
* Assist in user training and onboarding sessions to promote best practices in Jira and Confluence usage.
* Support internal meetings or projects where Atlassian tools are used to coordinate work, ensuring the right configurations and permissions are in place.
* Identify, propose, and lead software improvement initiatives to streamline and optimise internal processes, working in an agile environment to ensure that requirements are captured, prioritised, and delivered by relevant teams.
Person Specification / Qualifications
* Have experience working in a support environment, ideally with exposure to Atlassian tools (Jira and Confluence).
* Comfortable helping users of varied technical ability, explaining system functions, and resolving common Jira and Confluence issues.
* Have a good understanding of how Jira projects, workflows, issue types, and permissions work, and can confidently assist users with configuration or usage questions.
* Curious, fast learner who can pick up new processes and tools quickly with training.
* Take ownership of tickets from start to finish, ensuring timely and clear communication with users.
* User-focused and proactive in finding ways to improve service delivery and documentation.
* Capable of gathering and reporting data from Jira (e.g., ticket volumes, resolution times, usage trends) to support management insights and service improvement.
Benefits
* Flexible hybrid working with flexi‑time and the option to work part‑time or condensed hours.
* A Civil Service Pension with an average employer contribution of 28.97 %.
* 25 days of annual leave, increasing by a day each year up to a maximum of 30 days.
* An extra day off for the King’s birthday.
* An in‑year bonus scheme to recognise high performance.
* Career progression and coaching, including a training budget for personal development.
* Paid volunteering leave.
* A focus on wellbeing with access to an employee assistance programme.
* Job satisfaction from making government services easier to use and more inclusive for people across the UK.
* Advances on pay, including for travel season tickets.
* Death in service benefits.
* Cycle‑to‑work scheme and facilities.
* Access to an employee discount scheme.
* 10 learning days per year.
* Volunteering opportunities (5 special leave days per year).
* Access to a suite of learning activities through Civil Service learning.
Office Attendance
The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non‑home based location for 40‑60 % of the time over the accounting period. DSIT does not normally offer full home working, but we do offer a variety of flexible working options (including occasionally working from home).
Selection Process Details
* Simple application screening – we only ask for a CV and cover letter of up to 500 words. Please ensure your cover letter includes how you meet the skills and experience listed in the Person Specification.
* 60‑minute video interview.
* Depending on the number of applications, there may also be an extra stage before the video interview, for example a phone interview or a technical exercise.
* We use Success Profiles to evaluate your skills and ability and assess your technical abilities, skills, experience and behaviours relevant to this role.
* Assessment of Civil Service Behaviours: seeing the big picture, changing and improving, communicating and influencing, working together, delivering at pace.
* Assessment of specialist technical skills: continual service improvement, customer service management, ownership and initiative, user focus.
Seniority Level
Mid‑Senior level
Employment Type
Part‑time
Job Function
Information Technology
Industries
Technology, Information and Internet
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