GOVTALENT.UK

Senior Service Desk Analyst

This opening expired 8 months ago.

FCDO Services

Location(s):
Milton Keynes
Salary:
£35,510 to £40,000
Job grade:
Higher Executive Officer
Business area:
Information Technology (IT)
Contract type:
Permanent
Working pattern:
Full-time

About the job

Job summary

Have you ever thought about getting more from your career, using your passion for technology and customer service skills for a global organisation that delivers for the UK government and our international partners? If you’re passionate about technology, ready to lead a high performing team and looking for your next job, but bigger, this could be your next move.

As a trusted government partner, we work on a huge range of projects, and help protect the UK’s interests around the world. We design and construct secure government buildings. We help earthquake-proof embassies. We courier diplomatic packages across continents. We keep complex projects on track, and on budget. And our customer-focused Global Support Centre provides technical support across a wide range of ICT systems and services, logging, processing and diagnosing incidents quickly and effectively. It’s important work, and when you join us you could take your career to new heights as you focus your talents on a wide range of existing and new services that we offer.

Job description

Inspire our Service Desk Analysts to be the best

When you join us in this important role it’ll be your task to inspire and lead an expert team of Service Desk Analysts, and make sure the vital services they provide are delivered within agreed SLAs. Analysing performance metrics and identifying relevant issues, you’ll assess options and recommend relevant plans of action or service improvements.

But your work won’t stop here – you’ll undertake in-depth technical investigations and the diagnosis and resolution of requests. In addition, you’ll provide technical expertise during major incidents and help gather updates, workarounds, permanent fixes and solutions to in-flight problem records. We’ll also expect you to ensure that support requirements are documented and accepted prior to the take-on of a new service, and document any known issues. And all the while you’ll be maintaining your own professional development, knowledge and expertise relating to the latest technologies and best practice.

Use all your technical skills to support our global mission

Highly resourceful, flexible and methodical, you’ll enjoy looking for inventive answers to difficult problems, and use all your interpersonal skills to inspire your team. It’s important that you have ITIL Foundation certification and a Level 3 qualification or advanced apprenticeship in an IT-related subject, and in addition to well developed experience of working with service desks, incident and request fulfilment process disciplines, you’ll possess a good understanding of priority classifications and SLAs.

We’ll expect you to have excellent working knowledge of relevant operating systems, applications, general networking and remote-working technologies. Our customers are at the heart of everything we do, so you’ll have a genuine flair for communication and problem solving, and your ability to analyse, interrogate and evaluate data will make you a ‘go-to’ colleague. In addition, you’ll be at an advantage if you have working knowledge of ServiceNow or other Service Management toolsets.

Grow your career in the biggest way possible

When you join us, you’ll be contributing to protecting the nation’s interests at home and overseas – but how will we help you in return? As well as a competitive salary, generous holiday entitlement and Civil Service pension, we’ll also support your development with training opportunities to help you advance your career with us. Our offices have an on-site gym, nursery, canteen, and we offer interest-free loans on season tickets and bikes to help you get there. It’s a superb package of benefits as you help us to protect our assets around the world.

All our employees have to be security cleared before being appointed, so you’ll need to undergo a vetting process as part of your application. You can find out more about vetting on our website.

To find out more about us and what a career with FCDO Services can offer you, please visit: fcdoservicescareers.co.uk

It takes a diverse team to protect a diverse world.

The vital work we do takes an incredible community of colleagues with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.



Hanslope Park based posts attract a Location Allowance of £1,750 per annum.

FCDO Services are regulated by the Civil Service Commission.

Person specification

Skills:

  • Customer service management;
  • User focus;
  • Incident management;
  • Operational management;
  • Systems operations;
  • Problem management;
  • Line management;
  • Analyse, interrogate and evaluate data;
  • DDaT Role: Senior Service Desk Analyst

 

Qualifications, Knowledge and Experience

Essential:

  • Level 3 qualification / Advanced apprenticeship in IT-related subject; ITIL Foundation;
  • Experience of working within the Service Desk, Incident and Request Fulfilment process disciplines and good understanding of priority classifications and SLAs;
  • Working knowledge of relevant operating systems and applications and of general networking and remote-working technologies

 

Desirable:

  • Working knowledge of ServiceNow or other Service Management toolsets;
  • Experience of leading within the Service Desk;
  • ITIL Intermediate Service Operations;
  • SDI Service Desk Manager accreditation;
  • Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation or relevant job experience

Benefits

Alongside your salary of £35,510, FCDO Services contributes £9,587 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

Shortlisting will be conducted against the Job Specific Skills, Knowledge & Experience outlined in the Role Profile.

 

Interviews will be conducted using a mixture of Behaviours and Job Specific questions, presentation or job specific exercise.



Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Added: 9 months ago