Service Desk Analyst

Job summary

The Private Rented Sector team in the Ministry of Housing, Communities and Local Government is recruiting a Service Desk Analyst to support the delivery of the Private Rented Sector Database, a key measure introduced through the Renter's Rights Act. This set of reforms is crucial to improving the private rented sector, as the lowest quality, least secure and least affordable of all tenures. The database aims to drive housing standards in the sector by supporting landlords to understand their legal duties, providing essential information to local councils for enforcement purposes, and helping tenants make informed choices about which properties they let.

The Service Desk Analyst will play a key role in ensuring the service desk can support users throughout the private beta, national rollout and live service. They will contribute towards the knowledge transfer process, ensuring the service desk is well equipped to meet user needs, while acting as a point of escalation for any queries the service desk is not able to handle. They will also play an important role in the onboarding process, engaging with councils, managing data and information, and iterating the process based on feedback from users.

As Service Desk Analyst you will sit within the operations team, working closely with digital and policy colleagues. The role will report into the Senior IT Service Manager. The operations team leads on service delivery, ensuring that all users can navigate the service, measures are in place to manage data transparently and securely, and we can provide assurance that the service is working effectively. The post holder will have the opportunity to contribute to building and implementing the new digital operating model for the Private Rented Sector, at the heart of key government reforms.

Job description

As a Service Desk Analyst you'll:

• Act as a point of escalation for any queries that cannot be resolved through the service desk, managing queries to the point of resolution. This also involves troubleshooting any issues encountered by the service desk.
• Manage customer service functions, including responding to issue reports and information requests. Use the results of customer satisfaction measurements to improve service and enhance customer experience.
• Contribute to training resources for the service desk through effective knowledge transfer and process implementation throughout the private beta and into the live service.
• Ensure the support team undertakes appropriate development to remain confident advising on current issues.
• Feed into assurance processes through supporting the service desk to monitor and report on performance.
• Take a lead role in onboarding councils throughout the national rollout. Engage with councils to collect relevant contact information, invite users to the service, manage user access, and resolve issues through working groups and our digital platform, Knowledge Hub.
• Support the community manager to establish effective processes to prepare, disseminate and sign data protection materials and responding to any data protection queries.
• Support the community manager to process feedback and iterate the onboarding process and establish effective processes to triage service-related feedback to product managers.

Person specification

As a Service Desk Analyst you'll have:

• The ability to manage and resolve queries that cannot be solved at first contact, escalating appropriately and taking ownership until resolution.
• The ability to identify patterns and trends in issues, initiate actions to investigate root causes, and use data to support decisions that improve service performance.
• Experience of building professional relationships with colleagues and external partners, sharing information and resources to support effective service delivery.
• Attention to detail and knowledge of compliance processes, contributing to effective data protection practices and responding to related queries.
• Awareness of when to seek advice from specialists and work with others to simplify processes and improve efficiency.
• Ideas for improving systems and processes, including using technology where possible to increase efficiency and reduce resource use.
• Experience in communicating clearly and with purpose, adapting style to meet individual needs; share information appropriately and check understanding.
• Some experience in supporting the development and maintenance of systems and processes to ensure high-quality outcomes that meet customer needs and provide value for money; help gather and respond to feedback.

Benefits

Alongside your salary of £34,801, Ministry of Housing, Communities and Local Government contributes £10,081 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Childcare Voucher and Cycle to Work Schemes. For more information, please click here.

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

Application and Selection
The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours, Technical

Candidates will be assessed on the following technical success profiles:

• Continual service improvement
• IT Service Reporting
• Ownership and Initiative
• Problem management

and the following Civil Service Behaviours: Working Together, Managing A Quality Service

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Cover Letter)

Your CV and covering letter should explain why you are interested in the role (25%) and how your experience meets the essential criteria (75%), the covering letter should be no more than 500 words.

Stage 2: Interview

• Behaviours: Working Together, Managing A Quality Service
• Technical: Technical questions will be based around the essential skills and criteria as listed in the job description.

Sift and Interview Dates

Sifting is envisaged to take place the week commencing 2nd February 2026 with interview dates to follow, interviews are currently being held remotely via videocall.

How We Recruit

Find out everything you need to know before applying here..

• Applying

• Sifting

• Interview

• Interview Results & Feedback

• Reserve List

• Near Miss

• Civil Service Grades

• We are a DCS, RIS & GPTWV employer

• Reasonable Adjustments

How to Apply

What you need to know before applying.

Here’s a link to the MHCLG Digital blog

You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.

• Security Clearance Requirements

• Civil Service Nationality Requirements

• Right to Work

• Artificial Intelligence

• Civil Service Code and Recruitment Principles

• CV Declaration

• Sponsorships

• Salary and Grade

• Existing Civil Servants

• Conflict of Interest

• Location and Flexible Working

• Fixed Term Contracts

• Internal Fraud Database - Internal Fraud Register

• Appeals and Complaints

• Conflict of Interest

Security Clearance Requirements

National Office:

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

Security

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

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Contact point for applicants

Job contact :

• Name : Digital Data Jobs
• Email : digitaldatajobs@communities.gov.uk

Recruitment team

• Email : digitaldatajobs@communities.gov.uk