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.
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.