Senior Escalations Analyst (Incident and Request Manager)

The Senior Escalations Analyst (Incident and Request Manager) operates the DDTS Escalations Process within the Group Infrastructure Operations function. The focus of the role is to improve the IT service experience and customer satisfaction by resolving escalated issues.

The role is varied and includes challenges and opportunities in Service Integration, Incident Management and Request Fulfilment.

The IT environment is dynamic with multiple stakeholders and suppliers.

There may be a requirement to participate in an out-of-hours duty rota. This would involve managing major IT incidents and being a point of contact for colleagues.

Responsibilities

The Senior Escalations Analyst will have the following responsibilities:

• Manage escalated tickets and issues until resolution.

• Manage customer expectations through the escalation process.

• Establish relationships with IT suppliers and stakeholders.

• Identify service improvements to prevent future escalations.

• Record and report on escalations data.

• Produce escalations process documentation and customer guidance.

• Influence customer behaviour towards self-service IT tools.

• Use the Defra IT Service Management tool to record and gather information.

You’ll have demonstrable experience of:

• Providing outstanding customer service in an IT support or similar environment.

• Tailoring technical information to different audiences to ensure it is understood.

• Managing and prioritising own workload and recognising urgent or significant issues that would require more senior visibility or more urgent action.

• Maintaining accurate and reliable records and producing reports on these using a transparent, organised and reproducible methodologies.

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

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing
• Making Effective Decisions

We’ll assess you against these technical skills during the selection process:

• IT Service Management Knowledge

Equality, diversity and inclusion
We have strong staff networks covering mental health, disability and other needs. We also have a range of special leave policies for hospital appointments and will put reasonable adjustments in place for people who need them.

The department places significant emphasis on talent programmes that help everyone to achieve their full potential.

The Civil Service as a whole is committed to providing a work environment free from discrimination, harassment, bullying and victimisation. Support available includes a Bullying and Harassment network and mediation services.

Pension
Your pension is a valuable part of your total reward package.

Defra contributes at a rate between 20% and 24.5%, dependent upon salary. Pension contributions you make are deducted from your salary before tax is taken.

Generous annual leave and bank holiday allowance
Defra offers 25 days’ annual leave (rising, over 5 years, to 30 days) for full time new entrants to the Civil Service. Employees receive 8 public holidays a year, plus an additional day in May to mark the Queen’s birthday.

Staff recognition
We have a Staff Recognition Scheme to reward exemplary work.

Learning and development
All new employees joining (and returning to) Defra will have an induction to the department, our work and policies. You will have access to a broad range of learning and development opportunities with world class providers.

Mentoring and coaching
Mentoring is way of developing your career and boosting your confidence that benefits both mentor and mentee. All our employees have the opportunity to work with a mentor or coach, if they wish to.

Volunteering
Defra employees are entitled to 3 days’ special leave with pay, each year, for volunteering. We encourage our employees to take this up: it can be a great way to share skills with worthy charitable causes, while developing new insights and stronger links with the civil society sector.

Reservists
We fully support reservists and offer 15 days’ special leave with pay for training

Childcare vouchers
The government has introduced the Tax-Free Childcare scheme. Working parents can open an online childcare account and, for every £8 they pay in, the government adds £2, up to a maximum of £2,000 a year for each child or £4,000 for a disabled child. Parents can then use the funds to pay for registered childcare.

Bicycle loan schemes
Defra offers interest-free loans towards the cost of a bike and the Cycle to Work scheme. Defra ‘lends’ you a bike for your commute as a tax-free benefit. At the end of the loan period, you have the option to buy the bike, saving 30% of the original cost.

Season ticket loan
We offer interest-free season ticket loans to all Defra employees with more than three months’ service, for purchasing train and bus season tickets, as well as station car parking.

Sick pay
We have a supportive sick pay policy. Pay progressively increases, by length of service, beginning at one month’s sick pay in your first year.

Employee discounts
Defra employees have access to a range of discounts at hundreds of top retailers via our employee discount scheme.

Give as you earn
Defra is registered with the Give as You Earn scheme, which enables you to make regular deductions directly from your salary, in support of a chosen charity. This is simple and tax efficient.

Flexible working
Defra is committed to providing a great place to work and is open to smarter ways of working that let you choose how, when and where you want to work in line with business needs. This includes the ability to work from home, work compressed hours and choose from a range of locations suited to when and where you need to be.

Our offices have fitness centres, staff canteens and many more facilities. You can discuss where you will be based and the amount of travel you will need to do at the interview with the vacancy holder.

Employee assistance programme
This is a free and confidential 24/7 telephone advice service available to all our staff.

Occupational health service
Provides a range of support services, to optimise attendance and performance at work.

Sports and social association
Promotes sports and social activities and organises our annual sports day and staff lottery.