Junior Service Desk Analyst

Job 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.https://careers.homeoffice.gov.uk/role/digital-data-and-technology

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, ensuring effective first-line technical support across critical systems and digital services. You will support service performance, manage incidents and requests, and contribute to improving operational processes and service delivery using established tools, techniques, and service management best practices.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.

Job description

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.

Training

You will receive full support and all the training you need to feel confident in the role.

Person specification

Essential Criteria

You’ll have a demonstrable passion for IT support, along with the following skills or experience:

• Good communication and interpersonal skills, with the ability to communicate effectively and professionally
• Ability to work as part of a team and engage confidently with users, third parties and suppliers
• Strong analytical and problem-solving skills
• A high level of ownership and drive to see tasks through to completion
• A customer-focused approach

The essential criteria listed above are reflective of the Home Office Government Digital and Data Profession Career Framework (based on the industry standard SFIA framework).

The six technical skills for this role align Junior Service Desk Analyst.

Use the SFIA levels of responsibility to understand what would be expected for each technical skill listed.

Please see below the relevant six technical skills for Junior Service Desk Analyst:

Development and Implementation:

Content Management

• Knowledge Management (KNOW) – level 1

Delivery and Operation:

Service Management

• Incident Management (USUP) – level 1

• Problem Management (PBMG) – level 1

• Service Level Management (SLMO) – level 1

Technology Management

• IT Infrastructure (ITOP) – level 1

Relationships and Engagement:

Stakeholder Management

• Customer Service Support (CSMG) – level 1

Desirable Criteria

Ideally, you will also have some of the following skills or experience:

• Experience in a similar role within the Civil Service or other organisations
• Understanding and/or experience of ITIL v3/v4 service management processes, with awareness of Lean, Agile and DevOps principles within a product-centric delivery model

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
• See more of our benefits on our careers website.

Sign-up on our website to receive emails with information about careers at the Home Office.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

As part of the application process, you will first be asked to confirm your eligibility by providing some basic personal information.

After submission of this first stage, you will be invited to complete the following;

• Customer Service Skills Test
• Civil Service Verbal Test

1. Online Test – by 22nd June 2026.

If you successfully pass the Customer Service Skills and Civil Service Verbal tests, you will be invited to complete the full application form. Please complete the online tests as soon as possible (within 24-48 hours is recommended). If you fail to complete the online tests or full application before the deadline, your application will be withdrawn.

Guidance for the Civil Service tests will be available when you are invited to take the test(s). The online tests are accessed via the Civil Service Jobs website.

You cannot complete the tests on a mobile phone or tablet.

Following successful completion of your tests, you will then be asked to complete the full application form.

2. Application – by 22nd June 2026.

As part of the application process, you will be asked to complete:

• CV
• Personal Statement (maximum 750 words).
• Evidence of the Behaviour Making Effective Decisions (maximum of 250 words per Behaviour).

Your CV should consist of your career history, skills/experience, including any key achievements in each role. Your CV will be scored against the experience required for the role as noted within the essential criteria.

The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.

For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.

2. Sift Commence - 24th June 2026

The sift will be held on the Personal Statement, CV and Behaviour Making Effective Decisions as listed in the advert.

Should a high volume of applications be received, an initial sift will be conducted on the Personal Statement. Candidates who pass the initial sift will then be progressed to a full sift that will consist of all the remaining elements submitted (CV / Lead Behaviour). Candidates who fail to meet the minimum pass score for the initial sift will not have their remaining submitted elements scored and will only receive a sift score for that assessed at the initial sift.

3. Interview Commence – 15th July 2026.

If you are successful at sift stage, you will be invited to an interview that will be Behaviour (as listed in the job advert) and Strength based questions.

The interview will take place on Teams.

For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers.

Problems during the application process

If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website.

Do not create or attempt to submit another application, online test or use a different Civil Service Jobs account to proceed as this would be in violation of the candidate declaration.

Location Preferences

You can select up to two locations in order of preference. Please ensure that these are locations you are prepared to travel to. If you are offered a role at one of your preferred locations and you decline, your application will be withdrawn.

Reserve List

A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.

Breaking Tied Scores

The behaviours, and strengths have been ranked in order of importance to enable us to differentiate between candidates with tied interview scores.

Standards

All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.

Additional Security Checks

As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. The level of Criminal Record Check required for this role is Basic. Further details are included in the Notes to Candidates.

Non-Police Personnel Vetting (NPPV)

You should currently hold, or be willing to obtain, Non-Police Personnel Vetting (NPPV) Level-3 vetting (including financial checks). This is essential for the role. For further information visit About the Police National Vetting Service , Warwickshire Police

Formal offers of employment will not be made until successful candidates have obtained both NSV clearance and NPPV3 clearance.

For existing Civil Servants: Please note that failure to obtain NPPV3 Clearance may trigger a formal review of your National Security Vetting Clearance (NSV). Depending on the nature of the information identified, this could result in your NSV being revoked.

Further Information

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.

If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs

• Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Home Office Resourcing Centre
• Email : horccampaignteamhsgpsgandmbg@homeoffice.gov.uk

Recruitment team

• Email : HOrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel that your application has not been treated in accordance with the Civil Service Recruitment Principles. and you wish to make a complaint, then contact the Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk. If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission.

Attachments

Candidate_Information_v17_April_2026 Opens in new window (pdf, 207kB)2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)