At a Glance
- Tasks: Lead the Tech Bar, resolve complex issues, and improve operational processes.
- Company: Join a dynamic team at Public Sector Resourcing, making a difference in tech support.
- Benefits: Competitive salary, contract role, and opportunities for professional growth.
- Other info: Work on-site in London with potential for career advancement.
- Why this job: Be at the forefront of tech support and enhance your skills in a fast-paced environment.
- Qualifications: Experience in Service Desk roles and strong communication skills required.
The predicted salary is between 45000 - 50000 £ 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'll 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: Public Sector Resourcing
As an employer, Public Sector Resourcing offers a dynamic and impactful work environment where you can contribute to meaningful projects within The Ministry of Justice. With a strong focus on employee development and a collaborative culture, you will have the opportunity to lead innovative AI initiatives while enjoying the flexibility of hybrid working in London. Join us to be part of a forward-thinking team that values your expertise and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst Senior
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Senior Service Desk Analyst role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Brush up on your ITIL knowledge and be ready to discuss how you've improved processes in past roles. Show them you’re not just a tech whiz, but also a problem-solver who can lead by example.
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication is key in this role, so be prepared to demonstrate how you’ve effectively managed stakeholders and resolved conflicts in previous positions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Service Desk Analyst Senior
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Service Desk Analyst role. Highlight your experience in service desk environments and any ITIL knowledge you have. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific experiences that demonstrate your analytical and communication skills, as well as your understanding of emerging technologies.
Showcase Your Technical Skills:Don’t forget to mention your technical skills! If you’ve worked with Jira, Confluence, or have knowledge of Lean/AGILE methodologies, make sure these are front and centre. We love seeing candidates who are tech-savvy!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s straightforward and ensures your application goes directly to us. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Public Sector Resourcing
✨Know Your ITIL Inside Out
Since this role heavily relies on ITIL best practices, make sure you brush up on your ITIL knowledge. Be prepared to discuss how you've applied ITIL principles in past roles and how they can improve service delivery.
✨Showcase Your Communication Skills
As a Senior Service Desk Analyst, you'll need to communicate effectively with various stakeholders. Practice articulating complex technical issues in simple terms, and be ready to provide examples of how you've successfully managed stakeholder relationships.
✨Demonstrate Problem-Solving Abilities
Expect to face scenario-based questions that test your analytical skills. Prepare by thinking through past challenges you've encountered in a service desk environment and how you resolved them, focusing on the impact of your solutions.
✨Familiarise Yourself with Emerging Technologies
Stay updated on the latest tech trends relevant to the role. Be ready to discuss how these technologies can enhance service desk operations and contribute to continual service improvement, showing your proactive approach to learning.
