Contents Location About the job Benefits Things you need to know Apply and further information Location Bedford Based - Hybrid Working About the job Job summary Senior Service Desk Analyst £50,000 per annum Bedford Based Hybrid Working Permanent As a Senior Service Desk Analyst you will support the IT Service Manager to keep these service and solutions operating to or above their availability and functionality targets. In this role, you will possess exceptional problem-solving skills to diagnose, evaluate, and resolve complex issues. When necessary, you will escalate or route problems to appropriate IT resolver groups. You will conduct basic administrative tasks, root cause analysis, develop checklists for common problems, recommend improvements in procedures and controls to prevent issues. You will need to be able to work independently and share information while assisting others with service requests. Here is an insight to Money and Pension Service: At the heart of the Money and Pensions Service are our values caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. Were not only looking for the best people to come and work for us, but we need people who align themselves to our values. We care about our colleagues and people whose lives we are here to transform, we will transform lives through our ability to make positive connections, and we are committed to transforming lives and make a positive societal impact. We help people particularly those most in need to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. By fostering our values, we are very proud of the inclusive working environment that we have created. We are committed to attracting people of all backgrounds, we want our colleagues to reflect our customers and the people we assist. Job description This role you will be responsible for the following; Assess the service needs of internal and external customer and connect them with the correct provider/resolver Create and maintain a database of clients and client needs Assess customer issues and provide recommendations to fix problems Build/Maintain good relationships with service providers Major Incident Management/Incident Management Incident Trending and Analysis Problem Ownership and Resolution Knowledge Base Management (Including Document Creation) On-Call availability for Major incidents A Variety of Administration tasks to assist with smooth running of day to day IT operations Person specification You will need to demonstrate the following skills and experience; 1-3 years of IT service delivery experience (ideally including Incident and or Problem management) Previous experience operating in an IT Service desk Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel Experience using a variety of ITSM toolsets Excellent customer service and problem-solving skills High quality organizational skills The ability to work well under deadlines and to multitask The ability to build relationships and coalitions within the Teams Excellent verbal and written communication skills Excellent critical thinking skills ITIL Certification (desirable) Previous Project delivery experience JIRA ITSM tool usage Dynamics 365 Experience (desirable) AGILE Certification (desirable) Benefits Generous Annual Leave 30 days plus Bank Holidays Pension scheme contributions matched 2 to 1 (up to 10% of your salary) Interest-free loan to help you buy season tickets for buses and trains Cycle to work Scheme Subsidised eye test & flu jabs Life assurance scheme Give as you earn scheme Employee assistance programme (EAP) PAM Assist and PAM Life scheme (Wellbeing) Enhanced family and sick pay Paid volunteering (2 days a year) Recognition Scheme Discounts portal to numerous retailers At MaPS, we take pride in our flexible approach to work. Most of our roles can operate on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, noncontractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs. Things you need to know Selection process details About MaPS At MaPS, we help people particularly those most in need to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it. At the heart of the Money and Pensions Service are our values caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. Were not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: - Caring We care about our colleagues and people whose lives we are here to transform. Connecting We will transform lives through our ability to make positive connections. Transforming We are committed to transforming lives and make a positive societal impact. Our inclusive working environment By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity and belonging. We really do want our colleagues to bring their whole selves to work. By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ, neurodiversity, womens health, men's health, ethnicity, and diversity. Job Reference: MaPS00738 Close Date: 27/01/2025 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. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil 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 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 : Ben Walsh Email : ben.walshreed.com Recruitment team Email : ben.walshreed.com Apply at advertiser's site Share this page Print Email Facebook Twitter LinkedIn GMail