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For Companies At a Glance
- Tasks: Provide top-notch 1st line support and troubleshoot tech issues for users.
- Company: Join a dynamic government team focused on national security and innovative tech solutions.
- Benefits: Enjoy 25 days holiday, a civil service pension, and a flexible working environment.
- Why this job: Be part of a fun, agile team transforming secure technology services across the UK.
- Qualifications: Strong communication skills and a basic understanding of IT concepts are essential.
- Other info: Open to UK nationals; diversity and inclusion are key values.
The predicted salary is between 24000 - 42000 £ per year.
East Kilbride
Job Summary
Would you be interested in making a meaningful contribution to the UK’s national security, whilst enjoying an enviable work-life balance, 25 days holiday (rising to 30), all with the added benefits of a civil service pension scheme?
You’re home.
Whilst we sit in an established government department, the team structure and ethos is dynamic and agile, more akin to a modern tech start-up. We are pioneering new ways of delivering classified technology services across government, and we’re having fun doing it.
Job Description
As part of a 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 Incidents, 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, enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service.
Responsibilities
- 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.
As part of a 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 Incidents, 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, enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service.
Responsibilities
- 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 Skills
- 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 Skills
- Experience working within a Service Desk or Helpdesk environment
- ITIL foundation
- Knowledge of AGILE and DevOps frameworks
- Experience with Enterprise level reporting tools
Behaviours
We\’ll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Working Together
Alongside your salary of £30,000, Foreign, Commonwealth & Development Office contributes £8,691 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
- 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
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
Step 1.
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.
Step 2.
Submit aCVoutlining 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.
You must also submit a Personal Statementusing no more than 500 words demonstrating your skills and previous experience meet the criteria in the About You section above.
You will receive an acknowledgment of your application through the online process.
Step 3.
Candidates who pass sift stage will be required to answer a range of questions on the above behaviours and technical skills at interview.
Candidates will also be required to provide a 5-minute presentation to a set topic, in a format of their choosing. Candidates will be provided the set topic at invite to interview, one week in advance of interview date.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
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 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.
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 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.
Nationality requirements
Open to UK nationals only.
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
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.
Please note this Post is NOT regulated by the Civil Service Commission.
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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
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 : Jack Coyle
- 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@fco.gov.uk. If you are not satisfied with the response you receive from the FCDO you can contact the Civil Service Commission. #J-18808-Ljbffr
Service Desk Analyst employer: Foreign, Commonwealth and Development Office
Contact Detail:
Foreign, Commonwealth and Development Office Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL principles, as this role is aligned with ITIL practices. Understanding the framework will not only help you in the interview but also demonstrate your commitment to delivering high-quality service.
✨Tip Number 2
Brush up on your problem-solving skills and be prepared to discuss specific examples where you've successfully resolved technical issues. This will showcase your ability to handle the customer-facing aspects of the role effectively.
✨Tip Number 3
Research the Rosa estate and its technology services. Having a solid understanding of what they do will allow you to tailor your responses during the interview and show genuine interest in contributing to their mission.
✨Tip Number 4
Prepare for the presentation component of the interview by practising how to convey complex information clearly and concisely. This will help you stand out as someone who can communicate effectively with both technical and non-technical audiences.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Focus on your customer service abilities, problem-solving skills, and any IT support experience you have.
Craft a Strong Personal Statement: In your personal statement, clearly demonstrate how your skills and experiences meet the criteria outlined in the job description. Use specific examples to showcase your ability to manage incidents and provide excellent customer service.
Highlight IT Knowledge: Since the role requires a broad knowledge of IT concepts and technologies, mention any relevant qualifications or experiences, such as ITIL certification or familiarity with Agile and DevOps frameworks, to strengthen your application.
Prepare for Behavioural Questions: Anticipate behavioural questions related to managing quality service, delivering at pace, and working together. Prepare examples from your past experiences that illustrate these behaviours, as they will be assessed during the interview process.
How to prepare for a job interview at Foreign, Commonwealth and Development Office
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Service Desk Analyst. Be prepared to discuss how your skills align with the requirements, especially in customer service and technical troubleshooting.
✨Showcase Your Problem-Solving Skills
During the interview, be ready to provide examples of how you've effectively solved technical issues in the past. Highlight your ability to diagnose problems and manage incidents, as this is crucial for the role.
✨Prepare for Behavioural Questions
Since the selection process will assess your behaviours, think of specific instances where you've demonstrated managing a quality service, delivering at pace, and working together with others. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Practice Your Presentation
You'll need to deliver a 5-minute presentation on a set topic during the interview. Make sure to practice this in advance, focusing on clarity and engagement. This is your chance to showcase your communication skills and knowledge relevant to the role.
