Service Desk Analyst

At FCDO Services we protect the UK's interests at home and overseas. We design and construct secure government buildings and courier diplomatic packages worldwide, safeguard government tech and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters. Job description: Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it's creating bespoke, secure software, offering programme and application support or moving an entire embassy's servers to a Cloud platform. No matter the task, they are on hand to support. Now, you've got the opportunity to join them. You'll take charge of our Service Desk queue and phone lines, keeping everything moving and SLA targets firmly on track. Every
interaction, incident, and service request will be logged accurately, with the right detail, priority, and classification. Using your technical skills, you'll investigate and resolve issues quickly, restoring service with minimal disruption. You'll also capture what you learn along the way, documenting issues, fixes, and workarounds to strengthen our central knowledge base and support continuous improvement. Committed to maintaining continuity across shifts through the correct handover procedures, you'll have a wide range of other tasks - these include liaising with our Problem Manager to help gather updates, workarounds, permanent fixes or solution recommendations to in-flight problems, and providing support during the major incident process whilst working with our Major Incident Management team. Help and assist with the on-boarding of new services and products into the Service Desk, working closely with our Service Transition team ensuring that support requirements are documented and
accepted prior to adoption. Service Desk shift operating hours are 7am-3pm / 8am-4pm / 11am-7pm, Monday - Friday and have hybrid working arrangements

We are looking for people with: NVQ Level 3 / Advanced apprenticeship in IT-related subject; Experience of working within the Service Desk, Incident and Request Fulfilment process disciplines; Working knowledge of Microsoft operating systems, applications and general networking technologies Working knowledge of Remote working technologies such as MS Teams, MSTSC, and MSRA Qualifications NVQ Level 3 / Advanced apprenticeship in IT-related subject Behaviours We'll assess you against these behaviours during the selection process: Managing a Quality Service Making Effective Decisions Delivering at Pace

Alongside your salary of £33,873, FCDO Services contributes £9,813 towards you being a member of the Civil Service Defined Benefit Pension scheme. Learning and development tailored to your role. Annual leave starting at 25 days. A culture encouraging inclusion and diversity. A Civil Service pension. Free shuttle bus available between central Milton Keynes and Hanslope Park 9 days per annum public and privilege days