IT Service Desk Analyst
HM Land Registry
Apply before 11:55 pm on Monday 13th January 2025
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About the job
Job summary
Do you have an understanding of IT infrastructure and/or IT operations and a strong desire to provide first class customer service? If so, HM Land Registry now have a fantastic opportunity to join our Transformation and Technology Directorate as an IT Service Desk Analyst within our Service Management Centre.
As part of the Service Management Centre, the IT Service Desk team owns the Incident and Service Request processes and fixes over 60% of incidents first line, using a range of diagnostic tools and communication channels. It manages, tracks and escalates all requests we hold responsibility for, monitors services and applications, delivers service improvements and supports projects and customer and supplier reviews.
It is an exciting time for HM Land Registry (HMLR) as we continue on a major transformation programme. HMLR's ambition is to become the world’s leading land registry for speed, simplicity and an open approach to data and as an IT Service Desk Analyst you will be able to help us achieve this.
Job description
You will join a friendly and supportive team of dedicated IT professionals responsible for providing a single point of contact and first line IT support for HM Land Registry's internal and external users.
Primarily, you will provide technical assistance or advice by responding to user enquiries that come through various routes into first line support. You will be responsible for assuring a high level of user satisfaction and minimising impact of problems and changes. You will ensure user enquiries are processed and tracked in accordance with ISO20000 compliant service management procedures, whilst adhering to customer excellence protocols, keeping users informed of progress and escalating when required.
Furthermore, you will monitor HM Land Registry’s infrastructure and applications, collaborate with colleagues to enhance the service and customer knowledge, resources and experiences and support both customer and service improvements and project related activity.
This is a great opportunity to gain exposure of working in a mature, large scale IT Operation. You will also have the opportunity to obtain Service Support based qualifications.
For further information about the role, please see the attached Candidate Pack.
Person specification
For more information about the role, please see the attached candidate pack.
Qualifications
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Communicating and Influencing
- Working Together
- Delivering at Pace
Technical skills
We'll assess you against these technical skills during the selection process:
- IT Operations/Infrastructure Experience
Benefits
#WeAreHMLR
At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.
We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
- We have integrity – we value honesty, trust and doing the right thing in the right way.
- We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
- We are professional – we value and grow our knowledge and professional expertise.
- We give assurance – we guarantee our services and provide confidence to the property market.
You can find more information on our rewards package on our website.
Things you need to know
Selection process details
Please fill out the short application form and complete the situational judgement test. A link to some test information and a practice test can be found here.
If you are successful in passing the test, then please cut and paste an anonymous CV into the online application form when prompted and include your qualifications and career history.
Please complete the technical question (in no more than 250 words) as requested:
- An understanding of IT infrastructure and/or IT operations with experience of Microsoft Windows and Business Applications.
The personal statement section (in no more than 500 words) must be used to provide details of how you meet the essential experience criteria listed below:
- Proven experience of delivering first class customer service through customer platforms with emphasis on quality, accuracy and speed.
- Experience of working flexibly and collaboratively as part of a multi-function team, with the ability to interact and build working relationships with other IT technicians, managers and users.
In the event of a high volume of applications we may sift on the technical criteria only.
Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 23:55pm on the advertised date.
The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a face to face blended interview in the Plymouth office. This will include an in-tray exercise and will be conducted week commencing 27th January 2025.
The blended interview will assess the behaviours and experience listed in the candidate pack, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.
Candidates may refer to notes within their video interview but they should be used as a prompt only.
HMLR is accredited to the Disability Confident Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.
If you require the panel to consider a reasonable adjustment or there is anything else you would like the panel to take into consideration, you are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.
You can find more information on how we use your personal data on our website.
The post will require a Security Check and will therefore be subject to further background checks, including meeting the UK minimum residency requirement of 5 years. Further details of the process and checks can be found here
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Linda Costin
- Email : Linda.Costin@landregistry.gov.uk
Recruitment team
- Email : hrresourcingteam2@landregistry.gov.uk
Further information
