Junior Service Desk Analyst


Company:	Government Recruitment Service
Salary:	£30,920 to £30,920 a year
Hours:	Full-time
Location:	Salford
Job type:	Permanent
Posting date:	2 Sept 2026
Closing date:	16 Sept 2026

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Summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

Home Office Chief Digital and Innovation Office designs, builds and develops services for the rest of the department and for government. Every year our systems support up to 3 million visa applications, checks on 100 million border crossings, up to 8 million passport applications and deliver 140 million police checks on people, vehicles and property.

This role delivers IT Operations support within a large-scale, complex environment, providing first-line technical support across critical digital services. You will manage incidents and service requests, monitor service performance, resolve technical issues, and contribute to continuous service improvement using IT service management best practice.This is an opportunity to develop and apply your technical support skills in a high-impact environment. You will gain experience across a diverse range of services, contribute to service improvements, and build your capability within a collaborative and supportive IT Operations community.

In this role, you will provide first-line IT Operations support, ensuring the effective resolution of technical queries, incidents, and service requests across a complex digital estate. You will manage and respond to a wide range of user interactions, maintaining service performance and ensuring a high standard of customer support.

You will follow established incident management and request fulfilment processes, working closely with internal teams and suppliers to resolve issues and meet service expectations. The role requires strong communication skills, attention to detail, and a proactive approach to identifying improvements in service desk processes and procedures.

You will also contribute to knowledge management and continual service improvement, ensuring information is captured and shared effectively to enhance service quality and consistency.

Key Responsibilities

Act as the first point of contact for users, supporting incident and problem resolution activities and engaging with wider teams or suppliers as required.
Provide high-quality first-line support for technical queries, requests, and incidents in line with agreed processes and procedures.
Manage issues and queries across multiple channels, including calls, email, self-service, web chat, and face-to-face interactions.
Deliver updates to stakeholders on the status of incidents, service requests, and problems in a timely manner.
Work with internal teams and suppliers to resolve issues in line with service level agreements.
Contribute to continual service improvement by identifying enhancements to service desk processes and procedures.
Support knowledge management activities, ensuring relevant information is identified, maintained, and shared effectively.

Working Pattern

Due to the business requirements of this role, it is only available on a full-time basis.

Postholders will be assigned to a four-week rota to meet business and operational requirements and can generally expect to work consistent hours throughout that period.

Working hours are scheduled between 7:00am and 7:00pm and may include:

A. 07:00–15:00E. 09:00–17:00B. 07:30–15:30F. 09:30–18:00C. 08:00–16:00G. 10:00–18:00D. 08:30–16:30H. 11:00–19:00*

*The 11:00 - 19:00 working pattern is shared across the team and is typically allocated on a rotational basis, approximately once every four weeks.

Please note that all shift patterns are indicative of the current working arrangement and may be subject to change in line with business requirements.

Training

Postholders will receive a minimum of three weeks' on-the-job training, typically delivered during standard office hours, Monday to Friday, along with ongoing support to help them develop the skills and confidence needed for the role.

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