Service Desk Analyst
FCDO Services
About the job
Job summary
A huge range of people and organisations around the world rely on our systems and technology. Our colleagues need it to help them perform all manner of vital work, while our government-level customers look to us to keep their highly sensitive information secure. You’ll make sure they both get the very best help - whenever and wherever they need it.Job description
Your support will reach furtherA vital first port of call on our Service Desk, you’ll provide technical support across a huge range of our ICT systems and services. You’ll field all sorts of incidents in all kinds of places – acting swiftly to log, process, investigate and diagnose each issue as efficiently and effectively as possible. Communication will be key, because each new challenge will see you keeping customers updated, while working with colleagues to find and deliver the right solution. We’re always focused on customer service; on being reliable, responsive and building relationships. In this role, you’ll be a big part of that, ensuring issues are resolved and helping us build trust in our reliable service.
You’ll bring out your flair for problem solving
Resourceful, flexible and methodical, you’ll thrive in our fast paced and busy ICT team. You enjoy looking further to find inventive answers to new problems, and you’re an effective organiser and a natural communicator.
You also have a NVQ Level 3 qualification (or equivalent) in an IT related subject along with broad technical knowledge of remote working technologies and Microsoft applications, as listed in the role profile.
While an understanding of priority classifications, SLAs and the ITIL Framework would also help, it’s not essential.
And your work will just mean more
At FCDO Services, we keep information, assets and people safe all around the world. Our customers, who include the Foreign, Commonwealth & Development Office, look to us to respond with speed, agility and innovation to their ever-changing security challenges. This gives every job here added significance – yours included. Your work will make a significant contribution to the protection of national interests. And as our reach is truly global, the impact you make will go far beyond the UK.
All our employees have to be security cleared before joining us, so you’ll need to undergo a vetting process if you’re successful in your application. This role would require you to undergo Developed Vetting (DV) clearance. You can find out more about vetting on our website.
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.
Service Desk operate on a day-shift pattern (7am-3pm / 8am-4pm / 11am-7pm, Monday – Friday) with the flexibility of hybrid working depending on business need
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;
- DDaT Role: Service Desk Analyst
Qualifications, Knowledge and Experience
Essential:
- NVQ Level 3 / Advanced apprenticeship in IT-related subject;
- Experience of working within the Service Desk, Incident and Request Fulfilment process disciplines;
- Microsoft operating systems and applications and general networking technologies – Working;
- Remote working technologies such as MSTSC, MSRA and iLO - Working
Desirable:
- Working knowledge of ServiceNow or other Service Management toolsets;
- An understanding of priority classifications and SLAs (training provided);
- ITIL Foundation Certification;
- SDI Service Desk Analyst accreditation;
- Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation or relevant job experience
Benefits
Alongside your salary of £29,586, FCDO Services contributes £7,988 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 and a 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.