Service Desk Analyst – SC Cleared

Service Desk Analyst – SC Cleared

Inside

Contract Term:6 months contract

Contracting Authority: The Foreign, Commonwealth & Development Office

Location: Hybrid 2 days a week either London or Glasgow

SC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks.

The Foreign & Commonwealth Office (FCO) and the Department for International Development (DfID) merged on 1 September 2020 to form the Foreign, Commonwealth & Development Office (FCDO).

The 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 a Service Desk Analyst your main responsibilities would be: 

The Senior Tech Bar Analyst is responsible for:

Engaging with End Users, completing resolution activities in line with Tech Bar and Incident Management processes, within the agreed OLAs and KPIs for the applicable services. Providing excellent customer service to End Users. Developing Knowledge Articles and Tech Bar communications for End Users. Providing training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services. Communicating updates from Service Desk, Incident Management, Knowledge Management and Product Teams to End Users. Identifying potential Major Incidents and escalating up to the Tech Bar Manager Producing timely Tech Bar reporting and management information to identify problem management and continual service improvement opportunities. Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.

You’ll have relevant experience in:

Customer Service Management   User Focus   Service Reporting   Ownership and initiative  

If this Service Desk Analyst role sounds like something that you would be interested in, please click the link to apply and get in touch with one of our PSR team now.

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.

Please be aware that this role can only be worked within the UK and not Overseas.