Service Desk Agent

HM Revenue and Customs

Apply before 11:55 pm on Thursday 21st October 2021

 

Reference number

147359

Salary

£26,586 - £33,435
National: £26,586- £28,918 London: £30,751- £33,435

Grade

Executive Officer

Contract type

Permanent

Business area

HMRC - CCG - Risk & Intelligence Services - CREST (RIS Analysis)

Type of role

Digital

Working pattern

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

Number of posts

3

Location

Belfast, Birmingham, Croydon, Glasgow, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Nottingham, Stratford

About the job

Summary

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

CREST (Compliance & Risk Engineering Service Team) sits within RIS Analysis and is responsible for the management and development of Connect, the Department’s award-winning strategic data analytics, intelligence and risking platform. It brings together the department’s wide-ranging data assets, as well as data from other government departments and third-party information. The CREST Team Connect are undertaking an ambitious programme of work to build a new platform known as the Investigation & Detection Risking Service (IDRS) under the Protect Connect Programme. (PCP).

This role is key to the maintenance and enhancement of our Investigation & Detection Risking Service (IDRS). RIS will be responsible for the data build and testing and the rules that identify cases for compliance activity, the analytical environment the analysts will use, the network, the workflow that sends the cases to the different business areas of HMRC and the screens for the end users. There are also opportunities to join the existing Service Desk working on Connect. Connect is a?key element of HMRC’s ongoing enforcement & compliance activity?and remains?the Department’s strategic risking solution.

Over the next few months, Connect is going to expand and continues to run a programme of enhancements to create further efficiencies and ensure the successful delivery of more compliance cases across CCG. We are recruiting Service Desk analysts that will be trained to deal with the influx of work expected due to additional users.

Job description

As a Service Desk Analyst, you will be able to interact with customers and be a working operative. You will perform tasks such as taking requests from customers via the service desk portal and trying to resolve their queries. You will escalate issues that cannot be resolved by RIS to the relevant resolver group and escalate any issues to the Delivery Managers. Our desk analysts should be able to empathise with end users, focus on their needs and use customer-focused metrics to achieve a satisfying outcome. Our desk analysts will become conversant with the processes used to support the client services skill (e.g. CRM system). They will develop an understanding of the organisation's IT/Information Systems plans and business objectives. They will become familiar with the concepts and practices required to implement effective IT solutions.

Responsibilities

Key Responsibilities:

• Triage, monitor and action requests through ServiceNow.

• Attempt to resolve these at first point of contact or to the service level agreement.

• Escalate issues that cannot be resolved to the relevant Resolver group.

• Identify ways of improving the processes to create a more efficient service.

• Share best practices with wider team by maintaining standard working instructions.

• Work with key stakeholders to discuss any changes in the reporting processes.

• Demonstrate a responsible and disciplined approach, even under pressure.

• Issue and contribute to clear communications to users when required.

• Provide monthly reports for assurance checks, and ad-hoc reports by request.

Desired Skills:

• Awareness or understanding of user experience analysis and its principles.

• Awareness of availability and capacity management processes.

• Can take an analytical approach to problem solving.

• Capable of planning small assignments and organising own work effectively.

Essential Criteria:

• Ability to communicate widely to a diverse community, demonstrating good oral and written communication skills.

• Ability to work in a fast-paced environment and keep a level head under pressure.

• Ability to solve problems, by making fact-based decisions and prioritise solutions effectively.

• Ability to provide a quality service to users and stakeholders.

• Ability to build strong working relationships.

• Ability to deal with conflict.

Behaviours

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

  • Delivering at Pace
  • Making Effective Decisions
  • Managing a Quality Service

Benefits

• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras booklet' for further information

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours.
As part of the application process, you will be asked to submit answers (250 word max each) that demonstrate the following behaviours, as per the CS success profile frameworks:

- Delivering at pace
- Making Effective Decisions
- Managing a Quality Service

In the event that we receive a large volume of applicants, an initial sift will be carried out against the lead behaviour - Delivering at pace. As part of the interview stage, you will attend a video interview where the panel will assess you against the above behaviours.

Sift and Interview dates to be confirmed.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than 48hours before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: hmrcrecruitment.grs@cabinetoffice.gov.uk Use subject line to insert appropriate wording eg Please re-open my application -147359 & vacancy closing date 21st October 2021.

Security Update

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland/Access NI. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

For further information on the Access NI confidential checking service telephone: the Access NI Helpline on 0300 200 7888 and ask to speak to the operations manager in confidence, or email accessni@ani.x.gsi.gov.uk

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.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

HMRC transformation

HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions

We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

Pay

If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

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

Further Information

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Reasonable adjustment

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as 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.

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.

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 :  Richard Chapman
Email :  richard.chapman@hmrc.gov.uk
 
Recruitment team :
Email :  hmrcrecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. 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 complaints.grs@cabinetoffice.gov.uk. 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: https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/

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