Service Desk Analyst; EO; Permanent; Liverpool/Newport

Job summary

Are you a problem solver?

Do you work well in a team?

Do you have great customer service skills?

As a member of the multi-skilled DDaT (Digital, Data and Technology) function is it essential the post-holder works closely and collaboratively with colleagues across the team, especially within Service Delivery and IT Operations but also engaging the wider DDAT Team and the business.

You will deliver 1st & 2nd line support ensuring excellent customer service and technical support whilst following service management processes and procedures to ensure Commission colleagues are able to perform their duties without impediment.

You will work closely and collaboratively with colleagues across the function, within the Service Delivery Team, the IT Operations Unit and the wider Commission. You will be required to provide guidance and information, via appropriate channels telephony, email, service desk tools, Teams and AI. Liaison with key suppliers is also required on occasion therefore communication skills are key.

Asset Management is key to the role you must be proactive in your approach, updating lists, managing lifecycles, engaging procurement adhering to process and audits and updating when relevant.

Job description

Key Responsibilities:

You will deliver the first line and triage facility for IT customer service support across the Charity Commission delivering a high standard of service as this role contributes to the overall effectiveness of the Commission by ensuring that all colleagues are able to perform their duties without impediment.

You will follow the Charity Commission procedures to deliver responsive Service Management practices including logging user requests, monitoring triage queues, take responsibility for allocated requests, request identification, resolve incidents, progressing service request in-line with SLA, re-assigning requests accordingly however maintain ownership for customer interaction and satisfaction. You must seek to look at improvements and whilst maintain core values.

Incident Management

Utilising Service Desk Toolkits to manage, progress, update and record incidents ensuring customer engagement and excellent customer service is priority

Request Fulfilment

Ensuring requests are recorded and tracked against relevant SLA to ensure timely delivery and fulfilment.

Desktop Support

Utilise skills and experience to support operating systems, builds, upgrades and the future of the commissions landscape and environments.

Change Management

Manage and deliver CAB according to the schedule, updating documents, TOR and audience to support the board and decisions. Confident to deliver E-CAB when appropriate.

Service Catalogue & Asset Management

Lead on SharePoint development to track and audit assets, including other elements such as Cost to Serve and Service Catalogue updates. Support Audit and ongoing improvement ideas.

Person specification

Ability

• Has the ability to manage own time-effectively including workload prioritisation
• Able to empathise with the end user and use customer-focused metrics to achieve a satisfying outcome
• Has the ability to manage expectations whilst maintaining a positive customer experience
• Explain technical issues to non-technical staff
• Ensure positive customer experience at all times
• Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements
• Takes full accountability for actions taken and decisions made
• Able to add a commentary to relevant reports that provides an interpretation for the data set

Experience

• Experience of working within a multi-disciplined IT function
• Resolves user requests to a minimum of the agreed service level agreement
• Working knowledge and experience of the following service management processes:
• • Change management
  • Incident management
  • Problem management
  • Request fulfilment
  • Asset management

• Experience of procurement
• Experience of producing relevant reports in a standard format in an agreed timeframe. working with key stakeholders to discuss any changes in the reporting process
• Support Microsoft desktop operating systems and applications
• Support of Business Applications
• Creation and maintenance of support documentation
• Creation and maintenance of SharePoint sites and lists
• Creation and maintenance of AI and Copilot related platforms

Technical

• ITIL Qualified or working towards
• Understands the full-Service Management lifecycle
• Making changes via Azure
• Simple network & Wi-Fi troubleshooting
• Office 365
• D365
• Desktop Support
• Mobile Support
• SharePoint Knowledge
• AI knowledge and working to develop skills further
• Knowledge of Power Platforms and Power Automate is desirable

Behaviours

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

• Making Effective Decisions
• Communicating and Influencing
• Managing a Quality Service

Benefits

Alongside your salary of £28,867, Charity Commission contributes £8,362 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed

Watch this short video to find out more about us. short video

We operate a flexible hybrid working policy where office attendance is combined with homeworking days dependent on role and corporate requirements.

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.

We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 28.97%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our ‘Perkbox’ and ‘Edenred’ schemes. These include everything from an interest-free season ticket loan, tenancy deposit loan scheme and bicycle loan (after two months) to discounts on gym membership, cinema tickets and restaurants. Please see the attached Charity Commission benefits document.

A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30 days per year. You have the opportunity to purchase up to an additional 5 days annual leave (pro rata) per year, requests must be submitted in the February of that year.

The Charity Commission’s operational ambition is to realise the Commission’s values of being an expert regulator that is fair, balanced, and independent, which works in a way that is supportive, collaborative, and innovative to achieve our ambitions. We want to develop our capability to regulate charities to realise this goal and meet our statutory and public duties to ensure that charity in England and Wales can deliver maximum benefit to society in a way that upholds its reputation in the eyes of the public.

Work at the Charity Commission and you’ll make a difference every day to:

• The 170,000 charities of all shapes and sizes that we regulate across England and Wales.
• The trustees we partner with and advise.
• The people and causes that benefit from the £10bn generously donated each year by the public.

Find out more about working for us here.

To note: Any move across the Civil Service on or after 4 October 2018 may have implications on an employee’s ability to carry on claiming childcare vouchers.

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.

To apply for this post, you must complete the following:

• A blind CV setting out your Job History/Full Qualifications/Previous skill and experiences.
• A Personal Statement (maximum 750 words) demonstrating how you meet the essential criteria for the role outlined on the Job Description.

In addition, we will assess your experience, strengths and the following Behaviours at Interview stage:

• Making Effective Decisions
• Communicating and Influencing
• Managing a Quality Service

Interview Arrangements

Interviews will be taking place Face to Face in our Liverpool or Newport Office

The sift is due to take place on week commencing 16th March 2026

Interviews will be held week commencing 23rd March 2026

We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.

At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.

We reserve the right to raise the score required at any stage of the process to manage numbers.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

Behaviours:

The distinguishing Behaviours (the required skills, knowledge, and behaviours) for this role are set out in the Civil Service Behaviours Framework 2018 (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.

You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.

You must give evidence of your knowledge, skills, and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.

When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did, what your thought process was and what was the result.

Reasonable Adjustment:

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled persons, 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 Charitycommissionrecruitment.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 an interview, or if you’re deaf, a Language Service Professional.

Reserve Lists

If we have more successful candidates than available vacancies, we will hold a 12-month reserve list as standard.

During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.

Applying

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly

All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email Charitycommissionrecruitment.grs@cabinetoffice.gov.uk

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

Please note that late applications will not be accepted.

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

New entrants are expected to join on the minimum of the pay band.

Feedback

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

Security

Successful candidates must undergo a criminal record check.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.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Gary Mooney
• Email : Recruitment@charitycommission.gov.uk

Recruitment team

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

Further information

Concerns/Complaints

The Charity Commission’s recruitment processes are underpinned by the Civil Service Commissioner’s Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, and wish to make a complaint, then you should contact in the first instance hrselfservice@charitycommission.gov.uk.
If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web page here.

Attachments

Service Desk Analyst EO Final - Jan 2026 Opens in new window (docx, 52kB)Service Desk Analyst EO Final - Welsh Opens in new window (docx, 59kB)02. Advert - Benefits (1) Opens in new window (pdf, 169kB)02. Advert - Benefits - Welsh Opens in new window (pdf, 170kB)