Hmrc Service Desk Agent

**Details**:
**Reference number**:

- 350630**Salary**:

- £32,782 - £35,059- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HMRC - CCG - Risk & Intelligence Services**Type of role**:

- Analytical**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Croydon, StratfordAbout the job

**Job summary**:
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

You’ll have the opportunity to work with a broad range of customers in improving compliance, tackling avoidance and evasion, supporting insight and innovation, and supporting change and enhancements.

You’ll been taking requests via a service desk portal, interacting with customers to resolve or escalate their issues to resolver groups.

You’ll be working at pace to meet service level agreements and deadlines to ensure data is available to our customers.

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

HM Revenue and Customs is the UK’s tax payments and customs authority. We have a vital purpose: we collect the money that pays for our public services and help families and individuals with targeted financial support. HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers. We are undergoing a major transformation programme, which includes a major investment in digitalisation. This brings exciting opportunities for those looking to grow their technical skills and knowledge.

Risk and Intelligence Services (RIS) Analysis supports the delivery of HMRCs risk and compliance activities, CREST (Compliance, Risk, Engineering and Solutions Team), sits at the heart of RIS Analysis, and is responsible for the management and development of Connect - HMRCs award-winning strategic data analytics, intelligence and risking platform. Connect has recently been expanded as part of a program of enhancements, resulting in an increase to over 5000 users and over 500 data analysts. With further improvements planned, the team is in the growth stage and looking to welcome new colleagues.

**Job description**:
Connect is a key element of HMRC’s ongoing enforcement & compliance activity, and remains the Department’s strategic risking solution, which will continue to be developed over the coming years. These capabilities form the foundation stone of future compliance activity, and these services enable £billions in yield annually. We are reliant upon the development and exploitation of Connect to deliver the stretching Departmental targets over the next five years.

CREST provides a flexible, multi-functional, multi-skilled data analytics function and is part of HMRC’s professional Risk & Intelligence capability. Industry leading risking / data analysis tools and techniques are used to provide business insight into HMRC’s customer populations for sponsors within HMRC.

In addition, the department is undertaking an ambitious programme of work to build a replacement for the transactional risking and repayments services under the Protect Connect Programme. Also investigating the successor to Connect, known as Transform and Replace Connect.

We are seeking a Service Desk agent; you’ll be able to interact with customer and be a working operative. You’ll perform tasks such as taking requests from customers via the service desk portal and trying to resolve their queries. You’ll escalate issues to resolver groups; you’ll have the opportunity to work with external stakeholders to deliver against our business objectives.

**Person specification**:
**Key Responsibilities**:

- Triage, monitor and action requests through our ServiceNow portal.
- Attempt to resolve these as first point of contact or to the service level agreement.
- Escalate issue that cannot be resolved to the relevant Resolver Group.
- Identify ways of improving processes to create a more efficient service.
- Share best practices with wider team by maintaining standard working instructions.
- Work with key stakeholders to discuss any changes in the reporting processes.
- Demonstrate a responsible and disciplined approach, even under pressure.
- Issue and contribute clear communications to users with required.
- Provide monthly reports for assurance checks, a