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The Service Desk Analyst role serves as the initial point of contact for IT users, providing accurate, efficient, and professional support across multiple channels, including walk-up, telephone, and ticketing systems. The role is critical in ensuring high levels of responsiveness, customer satisfaction, and service quality. Analysts contribute to the improvement of IT services through knowledge sharing and shift-left initiatives. Responsibilities also include managing user onboarding and offboarding processes to ensure seamless transitions. Analysts are expected to consistently embody and promote TPR values in all aspects of their work.

This is a full-time, on-site role based in our Brighton office. The successful candidate must be available to work from the office during standard business hours.

Person specification

The role criteria

Essential

Technical Skills: Basic knowledge of Microsoft Windows, Office 365, Teams, and standard business applications.
Soft Skills: Strong communication, organisational skills, and a proactive, adaptable approach.

Desirable

ITIL v4 Foundation qualification.
Experience with ITSM tools (e.g., ServiceNow).
Familiarity with shift-left principles and self-service enablement.
Hands-on support experience with AV, meeting room, and end-user device technologies.
Contribution to knowledge base content.
Interest in continuous learning and skill development.

Benefits

Alongside your salary of £32,154, Pensions Regulator contributes £9,315 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

TPR offers:

Genuine opportunities for learning and development.
A values-led, inclusive environment.
Hybrid working and flexible shift patterns.
A vibrant workplace with employee networks (Disability, Family, LGBT+, Minority Ethnic, Mental Health, Women’s).

Reward and benefits

We offer 25 days annual leave plus bank holidays, a hybrid working model, 35 hour working week (full-time), flexible working patterns, and flexitime. We also provide competitive parental leave, as well as a Civil Service Pension with an average employer contribution of 28.97%. Our dedicated benefits portal (Edenred) offers retail, gym, tech and restaurant discounts, and a cycle to work scheme.

Find out what benefits a Civil Service Pension provides.

Our culture

TPR strives to be a high-performing organisation, and we prioritise our people's growth and well-being. We offer various learning, secondment and development opportunities, support flexible working, and foster a diverse and inclusive environment.

Equality, diversity and inclusion is very important to us and we strive to make sure everyone has an equal opportunity to succeed. Our modern Brighton offices are in Telecom House overlooking Preston Park, they are over two floors of a shared building facility and when designed in 2023 we followed the government’s workplace design guide to ensure accessibility by design was achieved for our section.

We're proud to have a range of networks and opportunities to bring people together with supportive and safe spaces to connect with one another.

About The Pensions Regulator

With a career at TPR, you’ll be joining an organisation with real purpose and who are proud of their diverse range of skills and experience that positively impact on millions of people. Everyone at TPR plays an important role in helping to keep more than £2trn of savings safe.

Our Corporate Strategy outlines a bold and challenging vision of how pensions regulation should continue to evolve to keep pace with a change in the scale and nature of the pensions landscape. We believe diversity and inclusion are vital to good decision-making for positive saver outcomes. We’re committed to creating a supportive, inclusive, and dynamic work environment where everyone can thrive; understanding the link between the work we do and its positive impact on society.

Find out more about us.

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

Applications

To avoid disappointment, we would invite you to submit your application as soon as possible, as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can continue to provide a positive candidate experience, with each application being reviewed and considered. Unfortunately, once a vacancy has closed, we are unable to consider further applications.

Current TPR employees who want to apply for this vacancy should first contact their line manager to discuss their application.

We welcome applications on a part time and job share basis.

Please note that TPR is unable to offer visa sponsorship. All applicants must already hold Right to Work in the UK for the duration of their employment. For more information on Right to Work, please visit Prove your right to work to an employer: Overview - GOV.UK.

Selection and interview

If you are shortlisted for interview, we’ll be in contact with you shortly after the closing date. We aim to respond to every application however due to the large volume of applications this is not always possible. If you have not heard from us within 21 days of submitting your application, please assume you have been unsuccessful on this occasion.

As a Disability Confident Employer, we’re committed to the recruitment, employment, retention, and development of people with disabilities, and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria will be an offered an interview. Please note that if we receive a high volume of Disability Confident applicants, we reserve the right to offer an interview to those who best meet the essential criteria.

Diversity and inclusion

TPR is committed to promoting diversity, inclusion and equality in the workplace, creating an environment where everyone is encouraged to be themselves, enabling our people to feel supported, represented and do their best work.

We encourage applicants from all backgrounds and with different identities and experiences to apply for roles with TPR.

Further information

Please visit our website to find out what it is like to work at TPR, our culture, interview process and our commitment to our employees.

If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email recruitmentteam@tpr.gov.uk.

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

Open to UK nationals only.

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.

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

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

Salary range

£32,154 per year

4,105 Jobs

Service Desk Analyst

Job summary

Job description