About this role
Salary: £? - ? per year
Requirements
- BPSS clearance is required.
- Awareness of asset and configuration management, including tracking, logging, and correcting information to protect assets and components.
- Working-level continual service improvement skills, including identifying process optimisation opportunities with guidance and contributing to proposed solutions.
- Practitioner-level customer service management skills, including resolving user requests, handling complex complaints, and using empathy to understand and meet customer needs.
- Working-level IT service reporting skills, including producing reports to agreed formats and timelines, discussing reporting process changes with stakeholders, and interpreting and communicating data.
- Working-level ownership and initiative, including owning issues until they are transferred, mitigated, or resolved.
- Awareness of problem management, including investigating problems and contributing to remedies and preventative measures.
- Working-level service focus, including establishing coherent frameworks from inputs.
- Awareness of service management frameworks, including a Level 3 service management framework qualification.
- Awareness of the relevant technical subject matter and a high-level understanding of what it involves.
- Working-level user focus, including identifying and engaging users or stakeholders, defining research that meets user needs, and using quantitative and qualitative data to achieve user-focused outcomes.
Responsibilities
- Monitor inbound service desk calls, support operators with service resolution, and intervene in difficult calls.
- Own and update the service desk analysts script.
- Coach and develop one or more service desk analysts and manage their availability.
Technologies
- Support
More
We are seeking a Service Analyst for a six-month engagement in Telford, with two days per week in the office. The rate is £460, and the engagement is Capgemini-mandated PAYE only. Our Digital team helps the client engage with citizens through public services that are digital by design and human at heart. We aim to use technology to meet human needs, remove barriers, and create meaningful experiences. Our Digital Platforms Run and Change team runs and evolves platforms that support customer-facing services and digital customer journeys. This role is typically performed at Civil Service grade EO or HEO.
last updated 43 week of 2026