Service Desk Analyst

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The Opportunity

We are hiring a Service Desk Analyst to join our Digital Customer Services Directorate. This is a key role within the support teams providing high quality customer advice and support remotely via telephone and email, and less often in person, face to face. Combining strong technical knowledge with good business and advisory skills, Service Desk Analysts undertake a broad range of work in a variety of environments to deliver first-class customer service for the Parliamentary Digital Service.

What You Need

ability to engage proactively with a wide range of customers to deliver excellent advice, technical support and solutions via phone, email, and portal channels.

a good telephone manner with the ability to manage challenging customers in a fast-paced remote telephone support environment.

ability to log precise and meaningful tickets while working within defined SLA targets.

ability to work successfully within a team, whilst upholding the values of equality, diversity and inclusion when supporting colleagues.

good knowledge of mobile devices, software, operating systems (Windows, MacOS), and office productivity tools, i.e. Office 365.

be able to come on site every few weeks and work on a rotating shift basis (check Candidate Information Pack)

the ability to pass security clearance, backed by the right to work in the UK

About The Team

The Support desk is the first point of contact for House of Commons, House of Lords, and Parliament staff regarding advice and support on their IT and digital needs. We are supporting these customers both whilst working on the Parliamentary Estate, their constituency office, home working and overseas. You will be part of a team of 22 fellow analysts who work closely together to support and advice each other.

About Us

UK Parliament is steeped in history and tradition. It is an important part of UK life and we need to ensure as many people as possible can engage with its work. This is why we are at the start of a huge transformation programme powered by technology. The Parliamentary Digital Service (PDS) works with the House of Commons and the House of Lords with all their IT and digital needs.

Our Package

Please refer to our Candidate Information Pack for a full list of our benefits which include:

up to 35 days annual leave in addition to bank holidays

generous maternity pay policy up to 6 months full pay

great pension scheme options (contributory and non-contributory)

on-site subsidised gym, nursery, catering, post office, travel office and GP

flexible options including hybrid working and family friendly policies

How To Apply

Before you make your application, please make sure you're clear on the full requirements of the role - these are listed in the Job Description and the Candidate Information Pack. To apply, you will need to upload your CV and provide a supporting statement demonstrating how you meet Criterion 1, 2 and 5 as listed in the Job Description. Our application process is anonymous, so please make sure there's no information on your CV including the filename that could identify you.

Our Culture

For our people, we provide an amazing opportunity to bring their talents to an institution that sits right at the heart of society in the UK. We are helping to change UK Parliament and strengthen democracy. What matters here is your potential for growth and your commitment to playing your part in our ongoing success.

We are passionate about providing an environment which promotes inclusion, diversity and equality. Regardless of your age, gender, ethnicity, beliefs or any of the other things that make you, you. We welcome applications from people who feel under-represented in the workforce. This includes those who may feel disadvantaged because of their socioeconomic circumstances.