Service Desk Analyst

Department for Education

Ver: 118

Día de actualización: 25-02-2024

Ubicación: Coventry West Midlands

Categoría: Tecnologías de la información


Salario: £27,790 a year

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Contenido de trabajo


Reference number




Job grade

Executive Officer

Contract type


Business area

DFE - Operations and Infrastructure Group

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available




    About the job


    Things you need to know

    Apply and further information


Coventry, West Midlands (England), CV1 2WT

About the job

Job summary

We encourage applications from a diverse range of candidates

At DfE, we are proud of the commitment we make to diversity and inclusion and of the progress we have made. We have active & vibrant staff networks, special leave policies and workplace adjustments put in place for those who need them. We are continuing to build a diverse DfE, in an inclusive environment which nurtures and realises potential in all, at all levels.

Equality and Diversity - Department for Education

The role of the DfE Sign-in Service Desk Analyst is to ensure that users in the education sector are able to access their Department for Education online services. You will be the first point of contact for over 270,000 users.

Working to the Service Manager for DfE Sign-in, you will take operational responsibility for managing your own workload, which will consist of resolving incidents and requests. You will form part of our busy support service desk.

This role requires effective communication and organisational skills, and a strong desire to provide excellent customer service. You must be able to work autonomously and within a team to support the education sector user community effectively and efficiently.

Job description

  • Delivering high quality customer service for DfE Sign-in users, ensuring all information provided is accurate, timely, clear and easy to understand.
  • Ensuring all incidents and service requests are resolved within agreed timescales to meet service level agreements.
  • Managing and administering accounts that are used by both internal and external stakeholders.
  • Communicating with a diverse user base of internal and external stakeholders across the DfE, liaising with other DfE teams and government departments as required.
  • Making extensive use of the DfE’s IT Toolset for incident and request fulfilment.
  • Developing and maintaining effective working relationships with key stakeholders and users to help understand their business requirements and priorities.
  • Supporting the improvement of team processes and procedures to ensure they are documented, up to date, and fit for purpose, including knowledge bases and user guides.
  • Providing accurate advice and guidance regarding the service and processes.
  • Carrying out testing of new system functionality where appropriate.
  • Completing ad-hoc pieces of work as required.

Person specification

It is essential that you have:

  • Experience of resolving user incidents and requests, providing accurate responses and ensuring service level agreements are met
  • Effective communication skills, adjusting approach and delivery based on audience
  • Basic understanding of call logging software
  • Basic understanding of Microsoft Products. e.g. Outlook, Teams, Word & Excel
  • Experience of identity and access management
  • The ability to exercise limited discretion, take decisions, manage and improve processes and represent the organisation.

Desirable criteria:

  • ITIL v4 foundation
  • An understanding of ITIL methodology
  • Working knowledge of ServiceNow
  • Previous Service Desk experience in a medium sized business
  • Windows 10 experience

Desirable criteria will only be looked at in the event of a tie to make an informed decision.


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

  • Communicating and Influencing
  • Making Effective Decisions
  • Changing and Improving


Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by the Department’s transfer / promotion policies.

As a member of the DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK, with an average employer contribution of 27%

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years’ service. In addition, all staff receive the King’s Birthday privilege holiday and 8 days’ bank and public holidays.

We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

Things you need to know

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 role you will be required to provide a CV and a Statement of Suitability. The Statement of Suitability (max 750 words) should be used to demonstrate how you meet the essential criteria listed in the Person Specification section of the job advert.

If we receive high volumes of applications then we shall sift on the first two essential criteria:

  • Experience of resolving user incidents and requests, providing accurate responses and ensuring service level agreements are met
  • Effective communication skills, adjusting approach and delivery based on audience.

Those successful at sift will be invited to interview.


The 45-minute interview will focus on testing your Experience against the essential criteria. You will also be asked Behaviour and Strength based questions.

Interviews will likely take place in the week commencing 8 January 2024 at our Coventry office.

Other Information

We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.

Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.

The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.

DfE cannot offer Visa sponsorship to candidates through this campaign. DfE holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.

If successful and transferring from another Government Department a criminal record check maybe carried out.

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 circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Department of Education of your intention by emailing stating the job reference number in the subject heading.

Department for Education do not cover the cost of travel to your interview/assessment unless otherwise stated.

A reserve list may be held for a period of 6 months from which further appointments can be made.

Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.

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

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

Terms and conditions of candidates transferring from ALBs and NDPBs

Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.

Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.

Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.

Reasonable adjustment

If a person with disabilities is put 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 Department of Education via 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.

Any move to Department for Education (DfE) will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at

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


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.

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 :
    Jane Ludlow
    Email :

Recruitment team

    Email :

Further information

The Department for Education’s recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages
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Plazo: 10-04-2024

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