Junior Service Desk

Junior Service Desk Analyst at the Home Office – £28,820 | 2 Permanent UK Civil Service Jobs

Looking to start or grow your IT support career in the UK Civil Service? The Home Office is recruiting 2 Junior Service Desk Analysts on a permanent basis. This is an excellent opportunity for candidates with a passion for IT support, customer service, and problem-solving to join one of the UK’s largest government departments.

Working within Home Office Digital, you’ll help support more than 35,000 users and critical digital services that underpin immigration, border security, passports, policing, and national infrastructure.

Job Overview

About the Home Office

The Home Office is responsible for keeping the UK safe, secure, and prosperous. It oversees immigration, policing, passports, border security, crime prevention, and counter-terrorism.

The Home Office Digital team designs and supports digital services used by millions every year, including:

• Over 3 million visa applications
• More than 8 million passport applications
• Around 100 million border crossings
• Approximately 140 million police checks annually

As a Junior Service Desk Analyst, you’ll play an important role in ensuring these essential systems continue to operate efficiently.

About the Role

As the first point of contact for IT support, you’ll provide first-line technical assistance to Home Office staff across multiple communication channels.

You’ll diagnose technical issues, resolve incidents, process service requests, and ensure users receive excellent customer support while working closely with internal technical teams and external suppliers.

This role is ideal for candidates interested in IT support, help desk operations, customer service, and public sector technology.

Key Responsibilities

Your duties will include:

• Providing first-line IT support to Home Office users
• Logging and resolving technical incidents
• Responding to support requests via phone, email, self-service portal, and face-to-face
• Escalating complex technical issues when required
• Updating users throughout incident resolution
• Working alongside suppliers and digital teams
• Meeting Service Level Agreements (SLAs)
• Maintaining accurate technical documentation
• Supporting knowledge management activities
• Identifying opportunities to improve Service Desk processes

Working Hours

This is a full-time position.

Working hours include:

• Monday to Friday
• Shift patterns between 7:00 AM and 7:00 PM
• Following training, overtime may include:
  • Weekends
  • Bank Holidays
  • Rotational shifts

Overtime is paid.

Essential Requirements

Applicants should demonstrate:

• Strong communication skills
• Excellent customer service experience
• Good analytical and problem-solving abilities
• Ability to work effectively within a team
• Strong organisational skills
• Ability to manage tasks through to completion
• Passion for IT support and technology
• Experience delivering high-quality customer service

Desirable Skills

The Home Office would also like candidates who have experience or knowledge of:

• Service Desk or IT Support roles
• Civil Service working environments
• ITIL v3 or ITIL v4
• Agile methodologies
• Lean practices
• DevOps principles
• Product-centric delivery

Technical Skills Assessed

Candidates will be assessed on:

• IT Infrastructure (Level 1)
• Incident Management
• Problem Management
• Service Level Management
• Knowledge Management
• Customer Service Support

Behaviour Assessed

The recruitment process will assess:

• Making Effective Decisions

Salary

Successful candidates will receive:

£28,820 per year

along with one of the UK’s most competitive Civil Service benefits packages.

Employee Benefits

Home Office employees enjoy:

• Civil Service Pension with 28.97% employer contribution
• 25 days annual leave
• Annual leave increasing to 30 days with service
• 8 public holidays
• 1 additional privilege day
• Performance reward scheme
• Hybrid working opportunities (business dependent)
• Career development and learning opportunities
• Internal progression pathways
• Job security within the UK Civil Service

Recruitment Process

The selection process includes:

Stage 1 – Online Tests

Applicants must complete:

• Civil Service Verbal Test
• Customer Service Skills Test

Deadline:

13 July 2026

Stage 2 – Full Application

Applicants will submit:

• CV
• Personal Statement (maximum 1,000 words)

Your personal statement should clearly demonstrate how you meet the essential criteria.

Stage 3 – Sift

Expected from:

15 July 2026

Applications will be assessed based on:

• CV
• Personal Statement

Stage 4 – Interview

Expected from:

5 August 2026

Interviews will take place via Microsoft Teams and assess:

• Behaviours
• Technical Skills
• Strength-based Questions

Security Requirements

Successful candidates must:

• Pass Criminal Record Checks
• Obtain UK Security Vetting
• Obtain Non-Police Personnel Vetting (NPPV Level 3)

Employment cannot begin until all required clearances have been completed.

Nationality Requirements

Applications are open to eligible candidates including:

• UK Nationals
• Irish Nationals
• Eligible Commonwealth Citizens
• Eligible EU, EEA and Swiss Nationals with the appropriate immigration status
• Other applicants who meet the Civil Service nationality requirements

Why Apply?

This role offers an excellent entry point into government digital services while providing valuable experience in enterprise IT support.

Benefits include:

• Permanent employment
• Competitive salary
• Exceptional pension
• Career progression
• Professional IT experience
• Nationally recognised employer
• Hybrid working opportunities
• Comprehensive training

How to Apply

Interested candidates should submit their application before:

11:55 PM on Monday, 13 July 2026

Apply through the official UK Civil Service Jobs portal.

Official Job Reference: 467955