Service Desk Analyst

On behalf of FCDO we are looking for a Service Desk Analyst (Inside IR35) for a 6 month contract. On site working based in East Kilbride, Glasgow.

The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners.

As part of an ITIL aligned Service Desk, you will be responsible for delivering high quality, customer focused 1st line support to users across the Rosa estate. Main responsibilities of the role include the fulfilment of Service Requests, and the diagnosis, prioritisation and management of a wide variety of Incident types, escalating to 2nd and 3rd line engineering teams where required. The role is customer facing and requires analysts to have good problem-solving skills, with the ability to provide excellent customer service This is a fantastic opportunity to be a part of a growing team in a modern and flexible working environment. This is a varied and exciting role for an experienced, intelligent, and enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service.

As a Service Desk Analyst your main responsibilities will be to:

. Troubleshoot technical issues reported to Service Desk using available Knowledge Articles.
. Ensure Service Requests and Incidents are managed in accordance with Service Level Targets.
. Assist with maintenance and contribution of articles to the Service Desk Knowledge Base.
. Assist with the identification of Continual Service Improvement items to help improve the quality of service provided, and the efficiency of processes within the Service Desk.
. Keep customers informed on the progress of their Incidents and Service Requests throughout the full life cycle.

Essential:

. An active SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. (Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.)
. Experience working within a Service Desk or Helpdesk environment.
. Excellent communication and customer service skills.
. The ability to efficiently manage workload and escalate calls when required.
. Broad knowledge and understanding of IT concepts and technologies.

Desirable:

. Knowledge of ITIL or Service Management Frameworks.
. Knowledge of AGILE and DevOps frameworks.
. Experience with Enterprise level reporting tools.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident

As a member of the Disability Confident Scheme, FCDO guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant/Commitment

FCDO guarantees to interview veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates/military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".