Junior IT Operations Analyst

  • UK Government
  • Salford M5, UK
  • Jul 01, 2020
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You will also be expected to carry out the following day to day activities:
  • Proactively contributing to continuous service improvement through the identification of ITOC process and procedure improvements
  • Undertaking knowledge management activities: identifying, controlling and storing any relevant information, and maintaining knowledge items to ensure that they are current, relevant and valid
  • Understanding the ITOC Business Continuity Plan, and being prepared to work at short notice in an alternate facility to support Business Continuity activities
  • Undertaking appropriate training for the role and seek to constantly improve yourself and team performance through personal development
  • Participating, contributing to and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice
Essential Skills

You’ll have a demonstrable passion for IT support, with the following skills or strong experience in:
  • Interpersonal skills, with an ability to communicate effectively and professionally
  • Ability to work as part of a team
  • Willingness to learn new technologies
  • Analytical and problem-solving skills
  • Demonstrating a strong sense of ownership and drive to follow tasks through to completion
  • Maintaining customer focus

The skills listed above are reflective of the Home Office DDaT Profession Skills and Competency Model (based on the industry standard SFIA framework). Please see below for the relevant skills and levels required for the role:
  • Knowledge Management (KNOW) – Level 1
  • Incident Management (USUP) – Level 1
  • Problem Management (PBMG) – Level 0
  • IT Infrastructure (ITOP) - Level 1
  • Service Level Management (SLMO) – Level 1
  • Customer Service Support (CSMG) – Level 1
Desirable Skills

Ideally you will also have the following skills or some experience in:
  • Performing a similar role within the Civil Service or at other organisations
  • Understanding and / or experience of ITIL Service Management
  • Understanding of Lean, Agile and DevOps principles within a Product-centric delivery model


Working as part of a 24/7 shift team, your main day-to-day responsibilities will be:
  • Using enterprise monitoring tools to monitor infrastructure, network and applications for alerts and events that could impact the services provided to users of Home Office technology
  • Raising incidents in a service management toolset, logging and initiating necessary resolution activities
  • Supporting incident and problem resolution activities, engaging with other DDaT teams and / or suppliers as required
  • Tracking incidents using service management tools and producing supporting reports / data as required
  • Understanding and adhering to ITOC and ITIL (IT Infrastructure Library) event, incident and problem management policies, procedures, OLAs and SLAs


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

  • Making Effective Decisions
  • Working Together
  • Delivering at Pace


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension
  • 38% shift allowance is payable for this role

Experience level of the applicant we want

Some work experience, Graduate