Senior Service Desk Analyst
Listed on 2026-10-26
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IT/Tech
IT Support, Technical Support, HelpDesk/Support
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Resourcing Lead at Crown Commercial ServiceJob Title: Senior Service Desk Analyst
Band: 3
Location: Liverpool/Newport/Norwich/Birmingham
Terms: Permanent
Hours:
Full time
Closing Date: 02/06/25
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Would you like to be a part of a digital transformation journey that is constantly evolving? Do you want to be involved in work that has a meaningful purpose? If yes, then this could be the role for you!
Job Summary
CCS is looking for an individual to help us deliver best in class, highly available Digital Services, ensuring that our Software As A Service (SAAS) services and internally developed applications and services remain available and responsive to our customer needs.
You will act as the ongoing interface between the Service Desk Analysts and the system or application delivery / Product teams for a suite of applications. Dedicated to quality, using exceptional technical and communication skills to keep these services running, you can accurately define an issue and can interpret and design a resolution based on your deep product knowledge.
Directorate overview
Digital and Data Services (DDS) supports our digital and technology design, implementation and service delivery. They maintain our digital systems and work with other teams to deliver the business plan with a digital mindset.
Team Summary
The post sits within Digital Services (DST) Technical Operations, a team of 11 who are responsible for the ongoing development, delivery and support of over 20 digital services to internal users and our customers and suppliers, attaining a system uptime across these services of over 99.9%. The post reports to the Service Improvement Manager.
This role is part of the Digital, Data and Technology profession in the Civil Service. More details of the role and skills required are at https://ddat-capabil (Senior Service Desk Analyst)
Key responsibilities
Reporting to the Service Improvement Manager, you are expected to demonstrate technical competence, a willingness to acquire familiarity with new applications and a collaborative attitude to enable delivery of an excellent end-to-end technology operations service for CCS customers.
Your role sits in a crucial position between our first line Service Desk analysts and the Second and Third line Application and Infrastructure specialists, Cloud Engineers and developers.
- You will be responsible for a number of Applications, ranging from SaaS solutions such as Salesforce, and Kahootz, to internally developed solutions such as our Digital Marketplace, Contract Award Service and the Public Procurement Gateway, running on AWS and Microsoft Azure
- You will be the escalation point for the Service Desk for complex technical issues impacting both internal and external customers
- Act as a liaison between the Service Desk and other resolver groups, escalating issues where necessary
- You will take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You know how to take full accountability for actions taken and decisions made
- Managing the resolution of major incidents associated with services and conducting lessons learned
- Assisting the Service Manager in their activities relating to the delivery of an effective Service Desk
- Participating in the development, implementation, maintenance and improvement of Service Desk policies, processes, procedures and standards
- You will identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
- Assist the wider service team with service transition activities, ensuring the Service Desk is prepared to support new services
- Assist the Change Manager with reviewing changes and have the ability to highlight potential service impacts
Essential Criteria (To be assessed at…
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