Senior service desk analyst

Band 5 · Service desk analyst · 352 job evaluation points

UK GDaD PCF level: Senior service desk analyst

Most often performed at Civil Service grade EO or HEO.

A senior service desk analyst monitors inbound calls, supports operators in service resolution and intervenes in difficult calls.
At this role level, you will:
own and update the script for service desk analysts
coach and develop one or more service desk analysts, and manage availability

Contains public sector information from the UK Government Digital and Data Profession Capability Framework (https://understand-digital-data-roles-skills.service.gov.uk/), licensed under the Open Government Licence v3.0. © Crown copyright.

Responsibilities

Lead a shift on the service desk, balancing call queues against the clinical urgency of open incidents.
Take over difficult or escalated calls, including calls from senior clinicians during urgent care.
Keep scripts and knowledge articles accurate as clinical systems and devices change.
Act as the out-of-hours escalation point for the desk, and start the major incident process when many users are affected.
Check the quality of tickets, including identity checks and what is recorded about patients.
Plan rota cover so the desk is staffed at all times.

Skills

Skill	Expected level	What this level means
Asset and configuration managementUK GDaD PCF	Awareness (1)	You can: track, log and correct information to protect assets and components
Continual service improvementUK GDaD PCF	Working (2)	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Customer service managementUK GDaD PCF	Practitioner (3)	You can: resolve user requests, maintaining a high level of customer service deal with complex complaints use empathy to understand and meet customer needs
IT service reportingUK GDaD PCF	Working (2)	You can: produce relevant reports in an appropriate format and agreed timeframe work with stakeholders to discuss any changes in the reporting processes interpret a data set and communicate this to others
Ownership and initiativeUK GDaD PCF	Working (2)	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem managementUK GDaD PCF	Awareness (1)	You can: investigate problems in systems, processes and services, with an understanding of the level of a problem, for example, strategic, tactical or operational contribute to the implementation of remedies and preventative measures
Service focusUK GDaD PCF	Working (2)	You can: take inputs and establish coherent frameworks that work
Service management framework knowledgeUK GDaD PCF	Awareness (1)	You can: show you have a Level 3 service management framework qualification
Technical understandingUK GDaD PCF	Awareness (1)	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focusUK GDaD PCF	Working (2)	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes
Understanding health and care servicesThis reference	Working (2)	You can: explain the clinical and care workflows your work supports use common health care terms correctly with clinical and care colleagues recognize when a change could affect patient care and raise it
Information governance and data protectionThis reference	Working (2)	You can: apply data protection principles to your work contribute to data protection impact assessments handle information requests and records correctly
Identity and access managementThis reference	Working (2)	You can: create, change, and remove user accounts and access rights check access against role-based access rules
Security operationsThis reference	Working (2)	You can: monitor alerts and triage them using runbooks gather evidence and escalate events tune simple detection rules under guidance
Clinical risk managementThis reference	Awareness (1)	You can: explain how health IT systems can harm patients, for example through wrong, missing, or delayed information report a possible clinical safety issue through the right route

Typical qualifications and experience

Substantial service desk experience, including handling escalations.
An IT service management qualification, or equivalent experience.

Band 5 outline

Knowledge: Professional or technical knowledge, typically from a degree or equivalent experience.
Autonomy: Works to broad objectives within professional standards; plans own work.
Scope: Own professional work within a team or product.
Leadership: May guide and check the work of support staff and apprentices.
Accountability: Quality of own professional work.

Job evaluation (illustrative)

Factor	Level	Level summary	Points
Communication and relationship skills	4	Gives complex, sensitive, or contentious information needing persuasion, negotiation, or training skills, or highly complex information.	32
Knowledge, training, and experience	5	Expertise in a specialism, underpinned by theory or practical experience (degree level or equivalent).	120
Analytical and judgmental skills	3	Judgments on a range of facts or situations needing analysis or comparison of options.	27
Planning and organizational skills	3	Plans several complex activities, adjusting plans as needed.	27
Physical skills	3	Developed skills needing speed or accuracy, such as advanced keyboard use.	27
Responsibility for patient and client care	1	Helps patients, clients, or relatives during incidental contact.	4
Responsibility for policy and service development	2	Implements policies for own area and proposes changes to its practices.	12
Responsibility for financial and physical resources	2	Handles cash or valuables, looks after equipment used by others, controls stock, or authorizes small payments.	12
Responsibility for people	2	Supervises or coordinates staff day to day, trains others regularly, or gives basic HR advice.	12
Responsibility for information resources	3	Takes formal minutes, regularly writes reports or queries, or maintains information systems as a significant duty.	16
Responsibility for research and development	1	Carries out surveys or audits for own work; occasionally takes part in research or testing.	5
Freedom to act	3	Follows defined policies and procedures; work is managed rather than supervised.	21
Physical effort	2	Frequent sitting or standing in a restricted position, or occasional light to moderate effort.	7
Mental effort	3	Frequent concentration on unpredictable work, or occasional prolonged concentration.	12
Emotional effort	2	Occasional exposure, or frequent indirect exposure, to distressing circumstances.	11
Working conditions	2	Occasional unpleasant conditions, frequent travel or outdoor work, or near-continuous screen use on most days.	7
Total (Band 5: 326 to 395)			352

Planning reflects shift and rota planning for a 24-hour desk. Emotional effort reflects frequent difficult calls from staff dealing with urgent patient care.