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.
Home Office Digitaldesigns, 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.
As a member of Home Office Digital’s, IT Operations Support team, you will play a key role in the provision of service support at the Home Office, supporting vital national infrastructure and Home Office services. You will lead and drive IT Operations support activities, supporting a user-base of 35,000+ Home Office users, over 400+ public-facing services used by millions, and diverse critical business areas including UK Visa & Immigration, Border Force, HMPO and policing.
You will contribute to setting the IT Operations strategy, focusing on providing an industry-leading approach to technical estate management, exploiting the latest technologies, techniques and service management best practices to provide innovative solutions for real-time service support.
Job description
Acting as the primary point of contact, you will deliver first-line IT support by resolving technical incidents, service requests and user issues across a range of channels. You will provide a high-quality, user-focused service while working closely with internal teams and external suppliers to meet agreed service levels. Through clear and timely communication with stakeholders, you will contribute to continuous improvements and support effective knowledge management to ensure support is consistent, efficient and easy to access.
Alongside this, you will play an active role in supporting collaboration initiatives and career development within the IT Operations community, contributing to a strong professional community of practice and helping to build and sustain in-house capability.
Key Responsibilities
Your main responsibilities will:
- Act as the first point of contact for Home Office users, supporting the resolution of technical incidents and service issues, working closely with digital teams and suppliers.
- Deliver high-quality first-line support for technical queries, requests and incidents, ensuring a consistent and user-focused service.
- Manage issues raised through a range of channels (including calls, emails, self-service and face-to-face), ensuring timely resolution in line with agreed processes.
- Keep stakeholders informed with clear and timely updates on incidents, service requests and ongoing issues.
- Collaborate with internal teams and suppliers to meet Service Level Agreements and maintain service performance.
- Contribute to improving the Service Desk by identifying opportunities to enhance processes and ways of working.
- Support knowledge management by capturing and maintaining accurate information to enable efficient support across the team.
Working Pattern
Due to the business requirements of this role, it is only available on a full-time.
Shifts are worked Monday to Friday, scheduled between 7:00am and 7:00pm.
Additional Requirements after training which will be paid as overtime. This will include weekends and bank holidays which will be worked on a rota basis.
Person specification
Essential criteria
You’ll have a demonstrable passion for IT support, with the following skills or strong experience in:
- Ability to communicate clearly and professionally with a range of audiences, adapting style as needed.
- Proven experience working collaboratively as part of a team and build effective working relationships with users and stakeholders.
- Ability to analyse information and apply problem-solving skills to resolve issues.
- Ability to take responsibility for tasks and see them through to completion.
- Demonstrable experience delivering a high-quality service that meets user needs.
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). Use the SFIA levels of responsibility to understand what would be expected for each technical skill listed. Please see below the relevant skills for a Junior Service Desk Analyst:
Development and Implementation:- Content Management
- Service Management
- Technology Management
- Stakeholder Management
Desirable Skills
Ideally you will also have the following skills or some experience in:
- Performing a similar role within the Civil Service or at other organisations.
- Understanding and/or experience of ITIL v3/v4 service management processes and procedures and understanding 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
Technical skills
We'll assess you against these technical skills during the selection process:
- IT Infrastructure (ITOP) – Level 1
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, Ability, Experience and Technical skills.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 followingCivil Service Verbal test and Customer Service Skills test.
- Online Test – by 13th July 2026
If you successfully pass the Civil Service Verbal test and Customer Service Skills test, you will be invited to complete the full application form. Please complete the online test(s) as soon as possible (within 24-48 hours is recommended). If you fail to complete the online test(s) or full application before the deadline, your application will be withdrawn.
Guidance for the Civil Service test(s) 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 13th July 2026
As part of the application process, you will be asked to complete:
- CV
- Personal Statement (maximum 1000 words).
Your CV should consist of your career history, and 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.
3. Sift – from 15th July 2026
The sift will be held on the Personal Statement and CV.
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). 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.
4. Interview – from 5th August 2026
If you are successful at sift stage, you will be invited to an interview that will be Behaviours (as listed in the job advert), Strength based and Technical Skills based questions. All Behaviours listed in the selection process will be scored at the interview.
The interview will take place via MS Teams.
For guidance on the Technical skills, please refer to the SFIA 8framework.
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.
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 location(s) and you decline, your application will be withdrawn.
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.
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, technical skills, and strengths have been ranked in order of importance to enable us to differentiate between candidates with tied interview.
Candidates judged to be a near miss at interview may be offered a post at the grade below the one advertised without the need to go through a further selection process, providing the role has the same Success Profiles elements and essential skills. There is no guarantee that further such vacancies will arise.
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. 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.
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
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
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
2025-11-17 Pre-employment Checking - Document Requirements (V17) Opens in new window (pdf, 231kB)Candidate_Information_v17_April_2026 Opens in new window (pdf, 207kB)Salary range
- £28,820 per year