Service Desk Apprentice

Job summary

Right now, within government departments and secure facilities around the world, people are making decisions that protect the UK's interests. They're sharing sensitive intelligence, coordinating responses to emerging threats, and collaborating on work that is imperative to UK interests.

They can do this because of Rosa.

Our work is the foundation for what comes next. The government has committed to a programme that will upgrade Rosa to a modern cloud-first platform. But transformation doesn't happen in a vacuum - it happens because the current service is trusted, reliable, and run by people who understand what government actually needs.

We need your help to deliver Rosa brilliantly today. This is how we earn the right to deliver the next generation capability for working at SECRET. Every improvement we make, every incident we resolve, every user we support builds the credibility and capability that makes transformation possible.

Job description

It’s a very exciting time for the Rosa Service Organisation (RSO). As a unique organisation within Government, we continue to grow and develop. Our people are the single most important element to our success and creating a development offer that encourages and supports career development and progression is critical.

This is a fantastic opportunity to be a part of a growing team in a modern and flexible working environment.

As part of our 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 apprentice you will be responsible for:

• 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 lifecycle.

Person specification

Essential:

• 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:

• Experience working within a customer service environment
• Knowledge of ITIL or Service Management Frameworks.
• Knowledge of AGILE and DevOps frameworks
• Knowledge of IT Service Management tools.

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
• Working Together

Technical skills

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

• Ownership and Initiative
• Technical understanding
• User Focus

Benefits

Alongside your salary of £29,500, Foreign, Commonwealth & Development Office contributes £8,546 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• We understand that people are at the heart of our success. We promote and encourage all our staff to follow continued professional development, offering our staff access to a range of learning and development opportunities
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 28.97%
• Inclusive environment were all feel valued and respected
• Generous annual leave

Apprenticeship offer:

• Modern Apprenticeship
• Achieve a Diploma in Digital Technology- Cyber Security SCQF 8 certified by Qualifications Scotland (FKA SQA)
• Dedicated Mentorship: Learn from experienced team members who are committed to your growth.
• Hands-On Experience: Work with diverse technologies and business-critical projects.

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.

Step 1.

Submit a CV outlining your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please ensure you have provided reasons for any gaps within the last two years.

Step 2.

A Personal Statement of 500 words explaining how you consider your skills, qualities and experience to evidence your suitability for the role, focusing on the essential skills in the job profile.

These responses along with behaviours and technical skills will be explored further during the interview process for shortlisted candidates.

Step 3.

Additional Eligibility Questions. Answers to these questions will determine if you are eligible to apply.

Applications will be sifted anonymously so please remove any biographical data that would identify you.

As part of the online application process, you will be asked several diversity-related questions. If you do not wish to provide a declaration on any of the characteristics, you will have the option to select ‘prefer not to say’. The information you provide when submitting your application will help us monitor the Civil Service commitment to diversity and inclusion. You can refer to the Civil Service Diversity and Inclusion Strategy for more information.

You will receive an acknowledgment of your application through the online process.

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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 : RSOBusinessSupport
• Email : RSOBusinessSupport@fcdo.gov.uk

Recruitment team

• Email : RSOBusinessSupport@fcdo.gov.uk

Further information

If you wish to make a complaint you should email HRDirectUK@fcdo.gov.uk. If you are not satisfied with the response you receive from the FCDO you can contact the Civil Service Commission.

Attachments

RSO Role Profile Service Desk AO Apprentices Opens in new window (pdf, 174kB)