Telford - Plaza 1 and 2 Salford - Trinity Bridge House Liverpool Regional Centre - Water Street Bristol Regional Centre - 3 Glass Wharf Cardiff Regional Centre - Ty William Morgan East Kilbride - Queensway House Edinburgh Regional Centre - Queen Elizabeth House Glasgow Regional Centre - Atlantic Square Worthing - Teville Gate House Leeds Regional Centre - Wellington Place Job Summary 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. Visit our YouTube channel to watch the full series and come and discover your potential. 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. The Government Gateway is a critical pan-government platform, and this role is central to its continued success. Job Description The Senior Service Desk Analyst is responsible for leading the day-to-day operations of the Government Gateway Service Desk, ensuring high-quality customer support and effective incident and request management. This role is pivotal in maintaining service excellence, developing team capability, and acting as a key interface between customers, IT operations, and support teams. Key Responsibilities Operational Leadership Monitor inbound calls and service desk activity to ensure timely and effective resolution of incidents and requests. Provide real-time support to analysts, intervening in complex or escalated calls where necessary. Ensure consistent adherence to service desk processes and standards. Knowledge & Process Ownership Own and maintain service desk scripts and knowledge base content, ensuring accuracy and relevance. Facilitate regular reviews and encourage analyst contributions to improve documentation and service quality. Team Management & Development Manage the availability and scheduling of service desk analysts to ensure adequate coverage across all shifts. Provide coaching, mentoring, and performance management for direct reports. Foster a culture of continuous learning and professional development. Stakeholder Engagement Act as the point of contact for business owners and customers regarding service desk operations. Ensure reliant parties are kept informed of incidents, service changes, and other events that may impact business operations. Collaborate with IT operational teams and referral groups to expedite resolution and maintain service standards. Service Coverage & Escalation Ensure the Service Desk provides 24x7 support, with core operational hours from 08:00 to 18:00, Monday to Friday (excluding Bank Holidays). Manage and participate in the on-call rota for major incidents occurring outside core hours, including evenings, weekends, and Bank Holidays. Service Improvement & Reporting Monitor service performance metrics (e.g., first-call resolution, response times, customer satisfaction). Identify trends and opportunities for improvement through regular reviews and feedback loops. Support service level management and contribute to continuous improvement initiatives. The Senior Service Desk Analyst is responsible for leading the day-to-day operations of the Government Gateway Service Desk, ensuring high-quality customer support and effective incident and request management. This role is pivotal in maintaining service excellence, developing team capability, and acting as a key interface between customers, IT operations, and support teams. Key Responsibilities Operational Leadership Monitor inbound calls and service desk activity to ensure timely and effective resolution of incidents and requests. Provide real-time support to analysts, intervening in complex or escalated calls where necessary. Ensure consistent adherence to service desk processes and standards. Knowledge & Process Ownership Own and maintain service desk scripts and knowledge base content, ensuring accuracy and relevance. Facilitate regular reviews and encourage analyst contributions to improve documentation and service quality. Team Management & Development Manage the availability and scheduling of service desk analysts to ensure adequate coverage across all shifts. Provide coaching, mentoring, and performance management for direct reports. Foster a culture of continuous learning and professional development. Stakeholder Engagement Act as the point of contact for business owners and customers regarding service desk operations. Ensure reliant parties are kept informed of incidents, service changes, and other events that may impact business operations. Collaborate with IT operational teams and referral groups to expedite resolution and maintain service standards. Service Coverage & Escalation Ensure the Service Desk provides 24x7 support, with core operational hours from 08:00 to 18:00, Monday to Friday (excluding Bank Holidays). Manage and participate in the on-call rota for major incidents occurring outside core hours, including evenings, weekends, and Bank Holidays. Service Improvement & Reporting Monitor service performance metrics (e.g., first-call resolution, response times, customer satisfaction). Identify trends and opportunities for improvement through regular reviews and feedback loops. Support service level management and contribute to continuous improvement initiatives. Person specification Essential Criteria: Experience supporting or leading teams, promoting collaboration, performance, and continuous improvement. A strong sense of ownership and accountability, ensuring issues are resolved or appropriately handed over. Excellent communication skills, both written and verbal, with the ability to engage confidently with stakeholders at all levels. Demonstrable experience working in IT support or service desk environments, with a clear understanding of service delivery processes. Working knowledge of ITIL and service management principles, with the ability to apply them to improve service quality and efficiency. Experience engaging with users and stakeholders to gather evidence and define research that meets user needs. Ability to investigate problems across systems, processes, and services, understanding their strategic, tactical, or operational impact. Ability to produce timely, standardised reports with clear commentary that interprets data meaningfully. Desirable Criteria: ITIL v4 Foundation certification. Additional Security Information Candidate will need to either hold Security Clearance level or be willing to obtain it. Transitional Sites For more information on where you might be working, review this information on our locations. 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. These Sites Are: Telford Plaza, Telford - moving to Parkside Court, Telford Trinity Bridge House, Manchester - moving to an alternative office in Manchester/ Salford You will be given more information about what this means at the job offer stage Leeds Locations Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance. Behaviours We'll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Communicating and Influencing Delivering at Pace Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. 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. To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service Artificial intelligence Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. How To Apply As part of the application process, you will be asked to provide the following: A name-blind CV including your job history and key achievements from your career which reflects the requirements of the role outlined above. Provide specific instances from your career detailing successes where you can. A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role. Provide specific instances from your career detailing successes where you can. Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview. Further details around what this will entail are listed on the application form. Sift At sift, your CV and Personal Statement will be assessed, with the successful candidates being invited to interview. We may also raise the score required at any stage of the process if we receive a high number of applications. Interview The interview will be 45 minutes in duration and will be held by a 3-person panel. During the panel interview, you will be assessed against the behaviours outlined below. You will be asked one question per behaviour, and you should follow up with an example from your career which demonstrates the behaviour. You would be advised prepare specific examples from you career in advance of the interview. You will be advised to apply the STAR (Situation, Task, Action, Result) technique when delivering examples. You would be encouraged to prepare demonstratable examples of your experience ahead of the interview to ensure meaningfulness and completeness. Interviews will take place via video link. Sift and interview dates to be confirmed. Eligibility Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’. To check that you are eligible to apply for this role, please review the eligibility information before submitting your application. Reserve List A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account. Merit List After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. Criminal Record Check Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy. 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). Reasonable Adjustments We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should: Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs. Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional. 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. If you have any questions about this residency requirement, please speak to the vacancy holder for this post. Important Information For Existing HMRC Contractual Homeworkers: This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to. Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations. Questions relating to an individual application must be emailed as detailed later in this advert. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. New entrants will join on the minimum of the pay band. Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract. If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK. Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. 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) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for 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 Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact : Name : Neil Thrippleton Email : neil.thrippleton@hmrc.gov.uk Telephone : 03000573628 Recruitment team Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.