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- Tasks: Lead Tech Bar appointments and resolve complex issues with excellent customer service.
- Company: Join FCDO through Public Sector Resourcing, a key player in public sector staffing.
- Benefits: Enjoy a 6-month contract with potential for growth and valuable experience in IT.
- Why this job: Be part of a dynamic team improving tech services while enhancing your skills in a supportive environment.
- Qualifications: Experience in Service Desk roles and knowledge of ITIL practices are essential.
- Other info: This role requires SC Clearance and is UK-based only.
The predicted salary is between 36000 - 60000 £ per year.
On behalf of FCDO, we are looking for a Senior Service Desk Analyst (Inside IR35) for a 6 Month contract based on-site in London. As a Senior Tech Bar Analyst within Rosa's Tech Bar, you will play a key role in reviewing and improving operational processes, acting as the escalation point for complex issues across BAU and project workloads and ensuring adherence to ITIL best practices.
This varied and exciting role requires strong analytical and communication skills, a solid understanding of emerging technologies and the ability to work with different teams in a constantly changing environment.
As a Senior Service Desk Analyst your main responsibilities will be to:
- Support and lead all aspects of Tech Bar appointments.
- Act as the escalation point for the tech bar, leading by example and demonstrating excellent customer service across all aspects of the role.
- Create and maintain knowledge articles, process documentation and customer self-help guides for users to publish on our portal.
- Provide technical input to projects involving the Tech Bar and support a smooth transition of new services into live operations through effective knowledge transfer.
- Monitor performance to ensure Incidents and Requests are managed in line with OLA/SLAs.
- Contribute to overarching business objectives to provide continual service improvement.
Essential:
- Experience working within a Service Desk or Helpdesk environment.
- Experience of ITIL / Service Management operating environment.
- Excellent communication and stakeholder management skills.
- Broad knowledge and understanding of IT concepts and technologies.
- SC Clearance is an essential requirement for this role; as a minimum you must be willing & eligible to undergo checks.
Desirable:
- ITIL foundation.
- Knowledge of Lean/AGILE development methodologies.
- Experience using Jira and Confluence.
Please be aware that this role can only be worked within the UK and not Overseas.
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.
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 the essential criteria, we will interview the best candidates from within that group.
In applying for this role, you acknowledge that 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.
Service Desk Analyst Senior employer: Avature
Contact Detail:
Avature Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst Senior
✨Tip Number 1
Familiarise yourself with ITIL best practices, as this role heavily emphasises adherence to these standards. Consider taking a quick online course or reviewing relevant materials to brush up on your knowledge.
✨Tip Number 2
Highlight your experience in managing complex issues and your ability to lead by example. Prepare specific examples from your past roles where you successfully resolved challenging situations or improved processes.
✨Tip Number 3
Since communication is key in this role, practice articulating your thoughts clearly and concisely. You might want to engage in mock interviews or discussions with friends to refine your communication skills.
✨Tip Number 4
If you have experience with Jira and Confluence, be ready to discuss how you've used these tools in previous roles. If not, consider familiarising yourself with their functionalities to demonstrate your willingness to learn.
We think you need these skills to ace Service Desk Analyst Senior
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Senior Service Desk Analyst position. Make sure you understand the key responsibilities and essential criteria, such as experience in a Service Desk environment and knowledge of ITIL best practices.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your analytical and communication skills, as well as any experience with emerging technologies and ITIL frameworks.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and the company. Address how your background and skills make you a perfect fit for the Senior Service Desk Analyst position, and mention your willingness to undergo SC Clearance checks.
Highlight Relevant Achievements: In both your CV and cover letter, include specific examples of past achievements that demonstrate your ability to improve operational processes and provide excellent customer service. Use metrics where possible to quantify your impact.
How to prepare for a job interview at Avature
✨Understand ITIL Best Practices
Make sure you have a solid grasp of ITIL principles, as this role heavily emphasises adherence to these practices. Be prepared to discuss how you've applied ITIL in previous roles and how it can improve service delivery.
✨Showcase Your Analytical Skills
As a Senior Service Desk Analyst, you'll need strong analytical skills. Prepare examples of how you've solved complex issues in the past, particularly in a service desk environment, and be ready to explain your thought process.
✨Demonstrate Excellent Communication
Communication is key in this role, especially when acting as an escalation point. Practice articulating your thoughts clearly and concisely, and think of examples where your communication skills made a difference in resolving issues.
✨Familiarise Yourself with Emerging Technologies
Stay updated on the latest technologies relevant to the role. Be ready to discuss how these technologies can enhance service desk operations and improve user experience, showing that you're proactive about learning and adapting.
