Service Desk Analyst

Job summary

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.

Providing innovation to government partners

Delivering best-in-class solutions

Working at the cutting-edge of technology

It all matters

Help to keep our Service Desk running smoothly and securely by being at the heart of our IT support operation.

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.

Use all your Service and IT skills as you help defend the UK’s global interests

With an NVQ Level 3 or advanced apprenticeship in an IT-related subject, and solid experience working in Service Desk, Incident, and Request Fulfilment environments, you’ll be confident using Microsoft operating systems, Microsoft 365 (including Entra ID), Microsoft Office applications, and general networking technologies. Strong operational and incident management skills, excellent communication, and a customer-focused approach are essential.

Working knowledge of ServiceNow or other Service Management tool sets would be a plus, as well as an understanding of priority classifications and SLAs In addition, ITIL Foundation Certification and SDI Service Desk Analyst accreditation would be desirable, as would Agile Methodologies Foundation, BCS Agile Foundation Certificate or an equivalent accreditation.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV) clearance. You can find out more about vetting at fcdoservicescareers.co.uk/how-to-apply/

Service Desk shift operating hours are 7am-3pm / 8am-4pm / 11am-7pm, Monday – Friday and have hybrid working arrangements

To find out more about our benefits and our organisation, 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.

Person specification

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

Technical skills

We'll assess you against these technical skills during the selection process:

• 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

Benefits

Alongside your salary of £33,873, FCDO Services contributes £9,813 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• 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

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific/technical skills.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details
• career history with key responsibilities
• achievements
• qualifications
• Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the technical/ job specific questions which are outlined in the application form.

Those that are successful will be invited to a Face to Face Interview

At the interview you will complete a written test and be asked a blend of questions on technical/job specific skills and behaviours.

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

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.

Medical

Successful candidates will be expected to have a medical.

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.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : FCDO Services Recruitment Team
• Email : Fcdoservices.recruitment@fcdo.gov.uk

Recruitment team

• Email : Fcdoservices.recruitment@fcdo.gov.uk

Further information

If you feel your application has not been treated in accordance with the Civil Service Commission Recruitment Principles and you wish to make a complaint, you should contact FCDOServices.Recruitment@fcdo.gov.uk in the first instance.
If you are not satisfied with the response you receive from FCDO Services, you can contact the Civil Service Commission. For more information, please visit their website.

Attachments

Candidate pack Service Desk Analyst Opens in new window (pdf, 1847kB)