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IT Service Desk Analyst

Posted: 8 Jan 2021 Closes: 17 Jan 2021
Plymouth £27,130
Flexible hm-land-registry/20210108185800

Our Digital Data and Technology (DDaT) teams have been working tirelessly in support of HMLR’s COVID-19 response to keep our essential services running. They have enabled huge numbers of remote working options in a very short timeframe and have done an incredible job in dealing with a massively increased demand from users right across the estate. 

An exciting opportunity has arisen on the IT Service Desk on a temporary basis for 6 months.

Job description

Based at home initially, with a great remote training programme, you will be responsible for providing a single point of contact and first line IT support for HM Land Registry internal and external users. The team owns the Incident and Service Request processes and fixes over 60% of incidents first line. You will use a range of diagnostic tools and communication channels, including social media. You will manage, track and escalate incidents and requests for service (RFS). You will also monitor services and applications, deliver service improvements and support project and customer & supplier reviews.


An understanding of IT infrastructure and/or IT operations and experience of some Microsoft Windows & Business Applications, specifically desktop software applications is essential. You will have a relevant IT or customer service qualification and and/or relevant industry experience in either field. You will demonstrate an analytical approach to problem solving and your proven experience of delivering customer service with emphasis on speed, accuracy and quality will be easy for you to evidence. You will display patience, and provide tactful advice, especially under pressure and where there are competing demands. 

The Digital, Data and Technology Directorate is the in-house IT division for HMLR. These teams are at the heart of the move to a digital, data-driven organisation with the ambition to provide our customers with cutting-edge digital services. 

Five Things you didn’t know about working for DDaT

Located in the vibrant waterfront city of Plymouth, our environmentally friendly offices provide a great setting in which to work. Hundreds of miles of stunning coastline and 368 square miles of Dartmoor National Park are within easy reach. 

Our Business Strategy for 2017-2022 sets out our aims of: 
• brilliant at the basics; 
• a comprehensive Land Register; 
• world-leading through Digital Street – our ground-breaking research and development project exploring how land registration might work in 2030; 
• opening our data; 
• expert people; and 
• financially strong.


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

  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together
  • Delivering at Pace


Things you need to know


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.

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, Strengths and Experience.

Please complete the online application form with your anonymised CV to include your qualifications, career history, skills and experience. We ask that you do not include any personal details within your CV. 

If successful at shortlist we will invite you to a video interview where we can assess the behaviours required for the role and talk to you about your experience and strengths. 

Please note, we reserve the right to close the competition early in the event of a high volume of applications. 

Candidates invited to interview will be asked to prepare and deliver a pre-planned response to demonstrate how they meet some of the essential criteria. A brief will be issued at the point you are invited to interview and the panel will expect for you to deliver your response during the first 10 minutes of your allocated slot. 

Please note video interviews will be held week commencing 27 January 2021 and the successful candidate will be expected to start work as soon as possible. 

Please note that these roles will initially be based at home and we will provide you with a laptop. As COVID-19 government measures begin to be lifted and it is safe to do so we will look to move you to work from our Plymouth office. 

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview. 

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement. 

If you would like further information about the use of your personal data, please click on the link below: 

Job Applicant Personal Information

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 the Republic of Ireland
  • nationals of Commonwealth countries
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under 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.



HM Land Registry

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