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General information

Posting ID
9376
Type of employment
Permanent
Organisation
UK Shared Business Services
Salary Banding MIN
£ 27756
Location
Swindon
Salary Banding MAX
£ 27756
Workplace Type
Hybrid

Description & Requirements

Experienced Advisor IT

Swindon (Hybrid working) – 6-12 Month FTC

Band C – £27,756 

 

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. 

We are recruiting for Administrator and Support positions across our core service areas: HR, Payroll, Customer Service, Finance and Procurement. These roles sit at the heart of UKSBS, supporting the day-to-day delivery of essential business services for our clients. 

Depending on your placement, you may help ensure people are paid accurately and on time, support recruitment and HR processes, manage supplier and purchasing activity, or contribute to accurate financial processing and reporting.

Regardless of which service area you join, you will be part of a collaborative team that plays a crucial role in keeping our services running efficiently. You will gain valuable experience in a shared services environment, working with modern systems and processes that underpin vital government operations.

About the Role:

This role operates within IT / Customer Support Services and supports the delivery of first line (Tier 1) service desk activities across a range of business systems and services.

 

The role applies defined processes, tools and procedures to ensure timely and effective resolution of incidents and service requests, providing a high-quality customer experience.

 

Duties will include, but are not limited to the following:

  • Act as a first point of contact for IT service requests, incidents and queries via multiple channels (e.g. phone, email, service portal)
  • Log, manage and update incidents and service requests using service desk systems (e.g. ServiceNow or similar)
  • Diagnose and resolve routine technical issues using standard procedures and knowledge bases
  • Escalate complex or unresolved issues to appropriate teams, ensuring accurate handover and tracking
  • Provide high-quality customer service, keeping users informed of progress and outcomes
  • Maintain accurate records of incidents, actions and resolutions in line with service standards
  • Support user account management activities, such as access requests and basic system administration tasks
  • Contribute to meeting service levels, including KPIs and SLAs for response and resolution
  • Collaborate with internal teams to resolve issues and improve service delivery
  • Identify and contribute to improvements in processes, procedures and knowledge materials
  • Ensure compliance with data security, information governance and IT policies

 

To do this role well you will: 

  • Understanding of IT service desk or customer support processes 
  • Ability to diagnose and resolve routine technical issues using defined procedures 
  • Experience using systems or tools to log and manage service requests 
  • Strong customer service and communication skills 
  • Good organisational skills and ability to manage workload 
  • Basic technical knowledge (e.g. Microsoft Office, desktop environments, access management)

Desirable:

  • Experience working in an IT service desk or support environment 
  • Knowledge of service management tools (e.g. ServiceNow, Remedy or similar) 
  • Awareness of IT service management frameworks (e.g. ITIL)
  • Experience Supporting business systems or applications (e.g. HR, Finance, ERP systems) 

 

About UKSBS & Your Opportunity

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy. We are at an exciting point as a business and are currently going through transformation ahead of company growth to expand our client base and install new systems. 

A key aspect of this transformation is the UKSBS Matrix Programme. This major component of the Government’s Shared Services Strategy aims to provide modern, cost-effective, and scalable business services to nine government departments. 

You will play a vital role in running these new services as they go live and mature, supporting the delivery of a modern SaaS ERP platform and the processes that underpin it. 

This is an exciting opportunity to be part of something long-term and transformative, ensuring the service continues to evolve, improve and deliver real value to our clients and customers. Success will rely on curiosity, collaboration and a commitment to excellence. We will support you to develop your skills, grow your expertise and make a lasting impact as part of a service that is designed to endure and continually improve.

Life at UKSBS

We value our employees and recognise the importance of ongoing professional development, supporting you to achieve your goals whether you’re starting out or building on existing experience.

Our in-house expertise is vast, whether you’re interested in learning more about a particular type of software, you need to work on your presentation skills, or you want to develop your ability to influence and negotiate skills, we will support you. 

We work a mixture of full and part-time hours across a 37-hour week (full time), with start times varying between 8.00 and 9.30am. Our hybrid working model offers flexibility, balancing time spent working from home with time in the office for collaboration, training and team connection. While most colleagues work remotely for much of the week, we generally expect everyone to spend 20% of their time in their office location. This can vary depending on business needs, and there may be times when we ask you to be on-site more frequently to support key activities or team priorities.

Our team is made up of individuals with various levels of experience and from different working backgrounds. We have offices based in Swindon, Newport and Stockton-on-Tees and you can choose to work from the most suitable location for you.

We don’t expect you to know all the answers straight away, we are always on hand to help support you and share our knowledge. We provide full training for all our new joiners which helps you get a good overview of what we deliver, our processes and how to use our systems. 

This training typically takes place on-site in your first few weeks. 

 

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

Apply