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IT Service Analyst

Employer
HM Revenue & Customs (HMRC)
Location
Manchester, Edinburgh, Worthing, Bristol
Salary
£26,586 - £28,918 + benefits
Closing date
21 Dec 2021
Reference
170444

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Job Details

Summary

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of other government organisations.

Our role sits within HMRC's Chief Digital & Information Group (CDIO) we're increasingly delivering in-house through our growing network of digital delivery centres - hi-tech, state-of-the-art facilities across the UK.

Valuation Office Agency Customer Group (VOA CG) provides digital services and IT support to the Valuation Office Agency (VOA): drawing on HMRC's digital expertise to ensure our customer (the VOA) gets the right level of service as well as building and supporting specialist, unique services.

There are some important attributes that we are looking for in anyone joining VOA CG. You must have a collaborative approach and a passion to communicate effectively. You will take accountability and ownership and have the ability to coach, mentor, reflect and to give and receive feedback. You will be flexible and adaptable, working with a sense of urgency and be passionate about having 'The Customer' at the heart of what you do.

Job description

Service Analysts are responsible for service level management, monitoring the investigation and resolution of around 40,000 incidents per year within an ITIL best practice framework to ensure that standards are upheld, and targets met.

You will support the Continual Service Improvement process by advising on trends in performance against targets, responding to feedback or escalations of issues by customers and identifying potential improvement actions. You will also support IT Service Managers in the preparation of reports on service performance against agreed performance targets and initiating any corrective action. You will contribute to the Major Incident Management process by reporting on user impacts and coordinating communications to all stakeholders.

The successful applicant will have strong interpersonal skills and excellent planning and organising skills with a track record of delivering in a fast paced environment and will undertake the following duties:

Responsibilities

  • Responsible for end-to-end service level attainment for incidents raised with VOA support teams.
  • Provide accurate procedural advice to VOA colleagues on incident resolution processes.
  • Monitor application of processes, identify inconsistencies and/or failures to meet standards and address with the relevant responder group.
  • Monitor existing incidents and escalate if at risk of missing service level targets.
  • Monitor effectiveness of service against agreed service levels both within VOA Customer Group and when incidents are escalated to other resolution teams.
  • Collect performance data and initiate actions to improve service, producing data trends and reports to support recommendations.
  • Investigate and respond to service issues or escalations of service desk incidents and requests.
  • Investigate and respond to issues raised via surveys.
  • Draft communications to network users on service incidents for publication on the intranet and other channels.
  • Provide input to periodic (ranging from daily to annual) reports on VOA Customer Group performance against agreed targets.
  • Provide secretariat support to internal (VOA CG/VOA) service reviews and support Service Managers in progressing any actions raised

Essential criteria:

  • Meticulous attention to detail.
  • A proven ability to analyse and interpret complex data, and clearly present findings.
  • A sound awareness of service provision.
  • Good communication skills, both orally and in writing.
  • A methodical and systematic approach to work.
  • A strong customer service ethos

Desirable criteria:

  • Proficiency in Excel.
  • An ability to present data in reports, charts and dashboards.
  • Familiarity with Service Now.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process.

For this role the department would not consider sponsoring a Certificate of Sponsorship/visa. Please note we are unable to offer advice on any Visa and Immigration cases.

Applicants should note that the starting salary for those who are offered a position is the salary scale minimum (£26,586) for this grade.

When lockdown restrictions ease, some regular travel to our VOACG Strategic Locations of Worthing, Bristol, Edinburgh & Manchester alongside other VOA & HMRC sites will be required. Office visits could be for the day or require overnight stays depending on the demands of the business.

This will be on an ad hoc basis to be defined by you in the role and agreed with your line manager.

Benefits

  • Flexible working options, season ticket loans and a great holiday package
  • A Civil Service pension
  • Professional development and training programmes and opportunities for continued development
  • Being part of a supportive community - we are a diverse, cross-disciplinary team with varied backgrounds across the private, voluntary and public sectors
  • A culture encouraging inclusion and diversity


Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Apply before 11:55 pm on Monday 20th December 2021

 

Company

HMRC is responsible for working out and collecting the taxes and duties that pay for public services including hospitals, schools, police, transport, defence and security, as well as for Child and other Benefits. We help to keep the UK running.

HMRC is committed to becoming a ‘data driven organisation’ and undergoing the biggest digital transformation in government with some of the biggest and most exciting digital projects in Europe

Internal Audit is at the very heart of HMRC and works with every area of the department. Looking at assurance on governance, risk management and controls, we help to ensure that HMRC plans and manages its performance, makes good decisions and is held to account on accurate financial and performance data. As well as undertaking compliance and risk-based audit work, we’re actively brought in early to help the business design assurance into its new products and processes. Most importantly, we enable HMRC to account for everything they do.

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