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Service Desk Analyst

Service Desk operate on a day-shift pattern (7am-3pm / 8am-4pm / 11am-7pm, Monday – Friday) with the flexibility of hybrid working depending on business need

A huge range of people and organisations around the world rely on our systems and technology. Our colleagues need it to help them perform all manner of vital work, while our government-level customers look to us to keep their highly sensitive information secure. You’ll make sure they both get the very best help - whenever and wherever they need it.

Your support will reach further

A vital first port of call on our Service Desk, you’ll provide technical support across a huge range of our ICT systems and services. You’ll field all sorts of incidents in all kinds of places – acting swiftly to log, process, investigate and diagnose each issue as efficiently and effectively as possible. Communication will be key, because each new challenge will see you keeping customers updated, while working with colleagues to find and deliver the right solution. We’re always focused on customer service; on being reliable, responsive and building relationships. In this role, you’ll be a big part of that, ensuring issues are resolved and helping us build trust in our reliable service.

You’ll bring out your flair for problem solving

Resourceful, flexible and methodical, you’ll thrive in our fast paced and busy ICT team. You enjoy looking further to find inventive answers to new problems, and you’re an effective organiser and a natural communicator.
You also have a NVQ Level 3 qualification (or equivalent) in an IT related subject along with broad technical knowledge of remote working technologies and Microsoft applications, as listed in the role profile.
While an understanding of priority classifications, SLAs and the ITIL Framework would also help, it’s not essential.

And your work will just mean more

At FCDO Services, we keep information, assets and people safe all around the world. Our customers, who include the Foreign, Commonwealth & Development Office, look to us to respond with speed, agility and innovation to their ever-changing security challenges. This gives every job here added significance – yours included. Your work will make a significant contribution to the protection of national interests. And as our reach is truly global, the impact you make will go far beyond the UK.

All our employees have to be security cleared before joining us, so you’ll need to undergo a vetting process if you’re successful in your application. This role would require you to undergo Developed Vetting (DV) clearance. You can find out more about vetting on our website.

It takes a diverse team to protect a diverse world.

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Hanslope Park based posts attract a Location Allowance of £1,750 per annum.

FCDO Services are regulated by the Civil Service Commission.

Job summary

£29,586 plus shift allowance plus £1,750 location allowance
Hanslope Park
Closing Date
10 December 2023 at midnight

Further information

The following documents provide supporting material for this role. Please note for some documents you may require Adobe Acrobat Reader.

  • 1.  Role Profile
  • 2.  Extra Information
  • 3.  Civil Service Recruitment Principles
  • 4.  Civil Service Code