Service Desk Analyst Senior

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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. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active security clearance.

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.

Disability Confident

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. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant

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 of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following \”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. As such the payment to the intermediary and your income resulting from this contract will be different\”.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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