Junior Service Desk

Junior Service Desk Analyst (Shift Working) – Home Office | £30,920 + Up to 27.54% Allowance

The Home Office is recruiting Junior Service Desk Analysts to provide first-line IT Operations support across a large and complex digital environment.

There are 15 permanent, full-time positions available in Salford and Sheffield, with a salary of £30,920 per year, plus a shift-working allowance of up to 27.54%.

This is an opportunity for candidates interested in IT support, service desk operations, incident management and digital service delivery within the UK Civil Service.

Job Overview

Salary and Allowance

The advertised salary is £30,920 per year.

The shift-working role currently attracts an Annualised Hours Allowance (AHA) between 27.16% and 27.54% of salary.

Based on the minimum salary, the stated allowance is approximately:

• £8,397.87 additional per year at 27.16%
• £8,515.37 additional per year at 27.54%

This gives an approximate salary-plus-allowance range of £39,317.87 to £39,435.37 per year, based on the figures provided in the vacancy.

Location

The positions are available in:

• Salford
• Sheffield

Applicants can select up to two locations in order of preference.

Only select locations you are prepared to travel to.

About the Home Office

The Home Office works to build a safe, fair and prosperous UK, with responsibilities including immigration, passports, policing, crime, drugs policy and counter-terrorism.

The Home Office Chief Digital and Innovation Office designs, builds and develops digital services used across government.

About the Job

The successful candidates will provide first-line IT Operations support within a large-scale and complex digital environment.

The role involves handling technical queries, incidents and service requests, monitoring service performance, resolving technical issues and contributing to continual service improvement.

Key Responsibilities

• Act as the first point of contact for users.
• Provide first-line technical support.
• Handle technical queries, requests and incidents.
• Support incident and problem resolution.
• Work with internal teams and suppliers.
• Handle calls, email, self-service, web chat and face-to-face interactions.
• Provide timely updates to stakeholders.
• Work within agreed service level agreements.
• Identify improvements to service desk processes.
• Contribute to continual service improvement.
• Support knowledge management activities.
• Maintain and share relevant service information.
• Provide a high standard of customer service.

Working Pattern

This is a full-time shift-working position operating on 12-hour shifts.

Day Shift: 7:00 am – 7:00 pm

Night Shift: 7:00 pm – 7:00 am

The shifts alternate between day and night working, with rest days scheduled between shifts.

Training

Successful candidates will receive a minimum of three weeks of on-the-job training.

Training will typically be delivered during standard office hours, Monday to Friday, followed by ongoing support.

Essential Requirements

Applicants should demonstrate a passion for IT support and have:

• Good communication and interpersonal skills.
• The ability to communicate professionally and effectively.
• Strong teamwork skills.
• Confidence engaging with users, third parties and suppliers.
• Strong analytical and problem-solving skills.
• A high level of ownership.
• The ability to see tasks through to completion.
• A customer-focused approach.

Technical Skills

The role aligns with the Home Office Government Digital and Data Profession Career Framework and SFIA framework.

The relevant technical skills include:

• Knowledge Management (KNOW) – Level 1
• Incident Management (USUP) – Level 1
• Problem Management (PBMG) – Level 1
• Service Level Management (SLMO) – Level 1
• IT Infrastructure (ITOP) – Level 1
• Customer Service Support (CSMG) – Level 1

Desirable Experience

It would be advantageous to have:

• Experience in a similar IT support or service desk role.
• Understanding or experience of ITIL v3/v4 service management processes.
• Awareness of Lean principles.
• Awareness of Agile principles.
• Awareness of DevOps principles.
• Experience within a product-centric delivery environment.

Behaviour Assessed

The selection process will assess:

Making Effective Decisions

Candidates should be prepared to demonstrate how they use information, evidence and judgement to make effective decisions.

Benefits

The Home Office offers a range of benefits, including:

• Civil Service pension with an employer contribution of 28.97%.
• In-year reward scheme.
• 25 days annual leave on appointment.
• Annual leave increasing to 30 days with service.
• 8 public holidays.
• One additional privilege day.
• Potential hybrid-working arrangements where business requirements allow.
• Access to Home Office employee benefits.

Application Process

The vacancy uses the Civil Service Success Profiles recruitment framework.

Candidates will be assessed through:

• Behaviours
• Strengths
• Experience
• Online tests
• CV
• Personal Statement

Online Tests

Candidates will first be asked to complete:

• Customer Service Skills Test
• Civil Service Verbal Test

The online tests must be completed by 16 September 2026.

Applicants are encouraged to complete the tests as soon as possible after receiving the invitation.

Important: The online tests cannot be completed using a mobile phone or tablet.

Full Application

Candidates who successfully pass the online tests will be invited to complete the full application.

You will need to provide:

• CV
• Personal Statement – maximum 750 words
• Making Effective Decisions behaviour example – maximum 250 words

Your CV should include your career history, relevant skills, experience and achievements.

Your Personal Statement should demonstrate how you meet the essential criteria specified in the vacancy.

Sift

Sift commences: 21 September 2026

The sift will assess:

• Personal Statement
• CV
• Making Effective Decisions behaviour

If a high volume of applications is received, an initial sift may be conducted using the Personal Statement.

Interview

Interviews commence: 26 October 2026

Successful candidates at sift stage will be invited to an interview.

The interview will assess:

• Behaviour
• Strength-based questions

The interview will take place via Microsoft Teams.

Security Clearance

This position has significant security requirements.

Successful candidates must obtain the required clearances before appointment.

The role requires:

• Security Check (SC) clearance
• NPPV Level 3 vetting
• Basic criminal record check

Candidates will normally be expected to demonstrate a minimum of five years’ UK residency in line with National Security Vetting requirements.

Formal offers will not be made until the required NSV and NPPV3 clearances have been obtained.

Nationality Requirements

The vacancy is broadly open to eligible:

• UK nationals
• Republic of Ireland nationals
• Commonwealth nationals with the right to work in the UK
• Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals
• Certain individuals with settled, pre-settled, limited or indefinite leave to remain
• Eligible Turkish nationals and certain family members

Applicants should check the official Civil Service nationality requirements before applying.

Artificial Intelligence

Candidates may use AI tools to support their application, but all information submitted must be truthful, accurate and based on their own experience.

Applications may be withdrawn where plagiarism or misrepresentation is identified.

Linked Campaign

The shift-working positions are advertised under reference 470244.

A separate non-shift-working campaign is advertised under reference 478068.

Candidates wishing to apply for both must submit an application to both adverts.

Reserve List

A reserve list may be maintained for up to 12 months.

Placement on the reserve list does not guarantee a job offer.

Important Information for Applicants

Before applying, note that:

• This is a permanent full-time position.
• The role involves 12-hour day and night shifts.
• You must be prepared for shift working.
• You must be able to travel to your selected location.
• Online tests cannot be completed on a mobile phone or tablet.
• Security clearance is required.
• NPPV Level 3 vetting is required.
• UK residency requirements may apply for security clearance.
• All application examples must be based on your own experience.
• The application must be submitted before the deadline.

Application Deadline

Wednesday, 16 September 2026 at 11:55 pm

Applicants are advised to begin the application and online testing process early.

How to Apply

Job Title: Junior Service Desk Analyst (Shift Working)

Employer: Home Office

Reference: 470244

Locations: Salford / Sheffield

Salary: £30,920 + shift allowance up to 27.54%

Contract: Permanent

Positions: 15

Closing Date: 16 September 2026

Applicants should verify the vacancy details, eligibility requirements, security requirements and closing date on the official Civil Service Jobs website before applying.

Important Visa Sponsorship Note

Certificate of Sponsorship / Skilled Worker visa sponsorship is not stated in the vacancy information provided.

Therefore, this opportunity should not be advertised as a visa sponsorship job unless the Home Office confirms that sponsorship is available for this specific position.