Senior Service Desk Analyst

As a Service Desk Analyst (Atlassian Tools), you’ll be the first point of contact for all staff seeking support or guidance with Atlassian applications - primarily Jira and Confluence. You’ll manage requests ranging from user help and troubleshooting to configuration changes and access management, ensuring that our Atlassian environment runs smoothly and supports the needs of the business.

You’ll receive full training on internal processes and configurations, but a solid working knowledge of Jira and a proven ability to learn quickly are essential.

As a Service Desk Analyst (Atlassian Tools) you’ll:

• be the face of the Internal IT Services for all Atlassian-related requests, providing first and second line customer-facing support for Jira Software, Jira Service Management, and Confluence
• provide on-site and remote assistance to staff, responding to tickets raised in our internal systems and ensuring all requests are logged, tracked, and resolved within agreed timescales
• assist users with creating and managing Jira projects, boards, workflows, filters, and dashboards, and provide basic Confluence space setup and permissions support
• handle access management tasks including creating, modifying, and deactivating user accounts and permissions within Jira and Confluence
• support configuration changes and small administrative updates as directed by the Atlassian system administrators
• help maintain and document internal processes, knowledge base articles, and user guides to improve self-service and training resources
• collaborate closely with the wider teams to ensure requests are efficiently escalated and resolved, and feedback is used to enhance service delivery
• assist in user training and onboarding sessions to promote best practices in Jira and Confluence usage
• support internal meetings or projects where Atlassian tools are used to coordinate work, ensuring the right configurations and permissions are in place
• handle access management, ensuring seamless processes for Joiners, Movers, and Leavers
• identify, propose, and lead software improvement initiatives to streamline and optimize internal processes. Work in an agile environment, ensuring that requirements are captured, prioritised, and delivered by relevant teams. Monitor project/task progress within sprints to ensure delivery aligns with the overall strategic vision and adds value

Person specification

We’re interested in people who:

• have experience working in a support environment, ideally with exposure to Atlassian tools (Jira and Confluence)
• are comfortable helping users of varied technical ability, explaining system functions, and resolving common Jira and Confluence issues
• have a good understanding of how Jira projects, workflows, issue types, and permissions work, and can confidently assist users with configuration or usage questions
• are curious, fast learners who can pick up new processes and tools quickly with training
• take ownership of tickets from start to finish, ensuring timely and clear communication with users
• are user-focused and proactive in finding ways to improve service delivery and documentation
• are capable of gathering and reporting data from Jira (e.g., ticket volumes, resolution times, usage trends) to support management insights and service improvement

Benefits

There are many benefits of working at GDS, including:

• flexible hybrid working with flexi-time and the option to work part-time or condensed hours
• a Civil Service Pension with an average employer contribution of 28.97%
• 25 days of annual leave, increasing by a day each year up to a maximum of 30 days
• an extra day off for the King’s birthday
• an in-year bonus scheme to recognise high performance
• career progression and coaching, including a training budget for personal development
• paid volunteering leave
• a focus on wellbeing with access to an employee assistance programme
• job satisfaction from making government services easier to use and more inclusive for people across the UK
• advances on pay, including for travel season tickets
• death in service benefits
• cycle to work scheme and facilities
• access to an employee discounts scheme
• 10 learning days per year
• volunteering opportunities (5 special leave days per year)
• access to a suite of learning activities through Civil Service learning

Any move to Government Digital Service 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 at https://www.childcarechoices.gov.uk 

Office attendance
The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non-home based location for 40-60% of the time over the accounting period.
DSIT does not normally offer full home working (i.e. working at home); but we do offer a variety of flexible working options (including occasionally working from home).

Things you need to know

Selection process details

The standard selection process for roles at GDS consists of:

• a simple application screening process - We only ask for a CV and cover letter of up to 500 words. Important tip - please ensure that your cover letter includes how you meet the skills and experience listed in the “person specification” section above
• a 60 minute video interview 

Depending on how many applications we get, there might also be an extra stage before the video interview, for example a phone interview or a technical exercise.

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.  Please see our candidate guidance for more information on appropriate and inappropriate use.

In the event we receive a high volume of applications, we will conduct the initial sift against the lead criteria which is:

• have a good understanding of how Jira and Confluence projects, workflows, issue types, and permissions work, and can confidently assist users with configuration or usage questions

In the Civil Service, we use Success Profiles to evaluate your skills and ability. This gives us the best possible chance of finding the right person for the job, increases performance and improves diversity and inclusivity. We’ll be assessing your technical abilities, skills, experience and behaviours that are relevant to this role.

For this role we’ll be assessing you against the following Civil Service Behaviours:

• seeing the big picture
• changing and improving
• communicating and influencing
• working together
• delivering at Pace

We’ll also be assessing your experience and specialist technical skills against the following skills defined in the Government Digital and Data Capability Framework for the senior service desk analyst role: 

• Continual service improvement
• Customer service management
• Ownership and initiative
• User focus

Want to know more about who Government Digital and Data are? Click Here

Recruitment Timeline

Sift completion: 3rd December

Panel interviews: From 10th December

Candidates that do not pass the interview but have demonstrated an acceptable standard may be considered for similar roles at a lower grade.

A reserve list will be held for a period of 12 months, from which further appointments can be made.

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

Sponsorship

DSIT cannot offer Visa sponsorship to candidates through this campaign. DSIT holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.

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