Service Desk Analyst

At application stage, you will be scored against the bolded Behaviours and against all Behaviours for the assessment:

Communicating and Influencing

Communicate clearly and professionally with customers, colleagues and stakeholders across phone, email, Microsoft Teams and face to face channels.

Explain technical issues, updates and next steps in plain language, helping customers understand what action is being taken.

Respond to questions and challenging situations with confidence, tact and sensitivity, while maintaining a positive customer experience.

Managing a Quality Service

Deliver a high quality first line IT support service by accurately logging, prioritising and progressing incidents and service requests.

Take ownership of issues where possible, keeping customers and colleagues informed of progress and expected resolution.

Identify common service issues and contribute to practical improvements that enhance service quality and efficiency.

Working Together

Build and maintain positive working relationships across the Service Desk, wider IT teams and the business to support effective service delivery.

Share knowledge, information and good practice with colleagues to support consistency and improve team capability.

Work collaboratively within team rotas, shared priorities and agreed processes to help deliver team objectives.

Changing and Improving

Regularly review your own work and identify opportunities to improve service delivery, reduce repeat issues and make processes simpler and more effective for users and colleagues.

Contribute positively to changes in systems, processes and ways of working, helping others understand and adapt to new approaches where needed.

Make effective use of technology, knowledge articles and service data to improve efficiency, support continuous improvement and strengthen the quality of the support provided

A CV outlining your career history and how you meet the essential criteria (max 4 pages).

Complete the application questions that are related to the Managing a Quality Service behaviour and the technical requirements of the role (maximum 300 words per answer)

Please note:

· If we receive a high volume of applications, we may complete an initial sift on Technical / Experience Criteria

· We reserve the right to invite candidates to participate in a telephone interview prior to being further assessed.

· Applications that are not accompanied by CVs or responses exceeding 300 words per criteria will not be considered.

· We would strongly recommend that your statement is written in the STAR format (Situation, Task, Action & Result) and preparing your answers using software such as MS Word or Google Docs, and then uploading the file.

· We strongly advise you review our policy on responsible use of AI in the application process. RoS may contact you for a pre-screening call to verify your responses.

· Applications and appointments are subject to a strict merit-based assessment process, in line with the Civil Service Recruitment Principles.

Stage two – assessment

If successful at application stage, you will be invited to an in-person interview which will include the following:

· Behaviour based interview

· A pre-prepared case study, which will form the basis of an additional exercise to be completed on the day

Behaviour-based interview questions will be shared with candidates 15 minutes before the assessment begins. This will allow you time to review them and think about the examples you want to use, and how to position them.

Guidance on Interview Notes

You are welcome to bring notes with you to the interview

Notes can be either handwritten or typed

Notes should consist of brief prompts, such as key words or bullet points, to help you structure your responses rather than complete answers

The interview is a conversation, and we are interested in hearing about your experiences in your own words

Information on Success Profiles

For further information on success profiles, visit our Success Profiles. Recruitment timeline

· Closing date: 24 September at 11.59

· Application sift: Commencing 25 September

· Invites to assessment: 08 October

· Interviews: Week commencing 19 October (subject to change)

Feedback Feedback will only be provided if you progress to interview stage.

Reserve List In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months.

Nationality and immigration status In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status), certain EEA nationals, Swiss and Turkish nationals are also eligible for employment. Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed here.

Security Successful candidates must undergo a Basic Level 1 Disclosure check . Individuals working with government assets must complete baseline personnel security standard checks.

Diversity and inclusion As a proud member of the Disability Confident Scheme, we welcome applications from disabled candidates. We’re not as diverse as we’d like yet, and we’re working on it. We especially welcome applications from underrepresented groups – people who are disabled, minoritised ethnic groups, and younger people (16-24 years of age). To learn more, please see our EDI strategy . As part of the application process, we would like to invite you to please complete our diversity monitoring form. This information is not shared with recruitment panels but will allow us to further improve our processes to increase diversity. Reasonable adjustments We want everyone to have the chance to perform at their best. If you need any adjustments (for example, extra time, a hearing loop, materials in large font) in any part of our recruitment process, please get in touch via talent@ros.gov.uk. We will discuss adjustments individually with any candidates who request these. Find out more about reasonable adjustments on this page Further information For further information relating to RoS, including:

· Additional details on pay & benefits

· The Civil Service Code

· Complaints process

· Use of AI in the application/recruitment process,

Please view our additional information page online

If you have any questions, please contact talent@ros.gov.uk