Location
Central London

Hours
Full Time

Salary
£33,270 per annum

About the Role
Discover a career with HM Revenue and Customs (HMRC), one of the most digitally advanced tax authorities globally, supporting 50 million customers and managing one of the largest IT infrastructures in the UK. As an IT Service Analyst within the Software Developers Support Team (SDST), you will provide frontline support to API consumers including external software developers and other government departments. Your role will involve managing service desk tickets, ensuring accurate documentation, and handling incidents and service requests in line with agreed service level agreements (SLAs). You will support the Service Desk Manager and Service Managers by managing team workflow, triaging, prioritising, and responding to or escalating queries and issues. This includes incident management, analysing recurring issues, and contributing to root cause analysis and problem prevention activities.

You will learn to create XML test files and use HMRC developer hub documentation to create scripts and calls in sandbox environments. The role requires an eye for detail, the ability to quickly understand and resolve problems, perform basic analysis of output trends, and navigate various digital tools such as Outlook, DeskPro, Confluence, Jira, Trello, ServiceNow, Microsoft 365, and Kibana. This is an exciting opportunity for someone who enjoys problem solving, has good analytical skills, a commitment to self-improvement, and thrives in a dynamic environment.

Experience
- Proven experience in service desk or ITSM ticket handling, responding to, documenting, and progressing incident and service request tickets in line with SLAs.
- Ability to diagnose, evaluate, and resolve technical issues or escalate complex problems with clear evidence and context.
- Experience contributing to root cause analysis and implementing or recommending controls to reduce repeat incidents.
- Experience monitoring workload and service performance using KPIs and trend analysis to prioritise work and support continuous improvement.
- Evidence of working independently, managing priorities, and sharing knowledge effectively within a team.
- Ability or aptitude to replicate issues and gather evidence using documentation and test environments, including creating XML files or API calls.

About you
- Self-motivated with confident communication and strong interpersonal skills.
- Clear and concise written communication skills to provide accurate and actionable guidance to technical customers such as developers and integration partners.
- Detail-oriented with strong problem-solving and analytical abilities.
- Enjoys working in a fast-paced, dynamic environment and committed to continuous learning and improvement.

Qualifications
- No specific qualifications are mandated; however, relevant experience in IT service management, technical support, or software development support is highly desirable.
- Familiarity with Agile working methods and open-source technologies is advantageous.