Service Desk Analyst

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On behalf of FCDO we are looking for a Service Desk Analyst (Inside IR35) for a 6 month contract. On Site working based in East Kilbride, Glasgow.

The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners.

As part of 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.

• 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

• An active SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks
• Excellent communication and customer service skills
• The ability to efficiently manage workload and escalations
• Broad knowledge and understanding of IT concepts and technologies
• Experience working within a Service Desk or Helpdesk environment
• ITIL foundation qualification
• Knowledge of AGILE and Dev Ops frameworks
• Experience with Enterprise level reporting tools

This role can only be worked within the UK and not overseas.

Disability Confident

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".

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