Cabinet Office Digital is a cross-government business unit within the Cabinet Office responsible for driving efficiencies and modernising the Civil Service. Cabinet Office Digital brings together the core services that support civil servants and people who are considering becoming civil servants: pensions, recruitment, back office transactional services and the platforms and services used by them. We have a real focus on value for money - firstly for the departments and organisations which use the services we deliver, and ultimately for the taxpayer. This role sits within Cabinet Office Digital, Platforms and Services Operations, who are responsible for the operation and continuous improvement of Civil Service digital and data platforms. Cabinet Office Digital's priorities include:

• Driving forward Civil Service interoperability, which will enable Civil Servants to work effectively across organisational boundaries, in a more efficient and seamless manner;
• Designing, building and operating the systems that underpin services that are essential to government, such as Civil Service Jobs (used by over 220 organisations) and Civil Service Learning (approx 560k users);
• Providing expert technology advice and guidance to support the creation of five shared services platforms as part of the Shared Services Strategy;
• Providing services which meet user needs and drive improved user experience so that the Civil Service operates more efficiently and effectively., We are looking for a Senior Service Desk Analyst to provide 2nd line technical support, in the Cabinet Office Digital Platforms and Operations team. This role will provide technical support for a range of services including Interoperability OneData programme,Civil Service Learning, Civil Service Careers and Civil Service Jobs.This role will work on a wide range of IT support services including Freshdesk, ServiceNow and Salesforce.
This role will work to maintain our SLAs, that meet our customer requirements and hold our partner suppliers to account You will provide 2nd line support to our customers and technical teams. You will work on several platforms on the following activities: Customer Service Management:
• resolve user requests to a minimum of the agreed service level agreement;
• empathise with the end user;
• use customer-focused metrics to achieve the desired outcome.
Incident management:
• Track and manage 2nd line incidents through to resolution, working with internal/supplier technical teams as required;
• own an issue until a new owner has been found or the problem has been mitigated or resolved;
• Follow up incidents to obtain root cause and preventative measure actions in line with incident and problem management procedures;
• Assist with the escalation of problems to relevant stakeholders where a pattern of incidents has occurred;
• Maintain accurate records of incidents, problems, KPI's which contribute to critical management information reporting.
Problem Management:
• Help identify and analyse problems to deploy solutions, working with internal/supplier technical teams as required;
IT service reporting:
• produce relevant reports in an appropriate format and agreed timeframe;
• work with stakeholders to discuss any changes in the reporting processes;
• interpret a data set and communicate this to others.
Communication:
• Produce detailed, accurate reports on service performance and communicate these to key stakeholders in a consistent and timely manner;
• Issue clear and timely communications informing customers of any disruption to the service.
Configuration Management:
• Manage data and users;
• Configure notifications;
• Create reports/dashboards.
Continual service improvement and change management:
• Building and updating self-service requests;
• Package enhancements for testing and deployment;
• Manage and implement changes based on change requests.
  
  You will be an individual with strong interpersonal skills, who likes working in a delivery focused, service environment with multi-disciplinary teams. You will be someone who is able to contribute in a multi-team environment, where all members support each other closely and make use of our diverse skills and experiences in resolving emerging activities.
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