Senior Service Desk Analyst

Have you ever thought about getting more from your career, using your passion for technology and customer service skills for a global organisation that delivers for the UK government and our international partners? If you’re passionate about technology and ready to lead a high performing team, this could be your next move.

At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Our Digital and Data technology team are at the forefront of digital innovation. They provide best in-class solutions for our clients, helping to shape and support a data driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.

Inspire our Service Desk Analysts to be the best

Our customer-focused Global Support Centre provides technical support across a wide range of ICT systems and services, logging, processing and diagnosing incidents quickly and effectively. It’s important work that could take your career to new heights as you focus your talents on a wide range of existing and new services that we offer.

In this important role it’ll be your task to help drive and improve our Service Desk Analysts first contact resolution rate to ensure the vital services they provide are delivered within agreed SLAs. Analysing performance metrics and identifying relevant issues, you’ll assess options and recommend relevant plans of action or service improvements.

But your work won’t stop here – you’ll undertake in-depth technical investigations and the diagnosis and resolution of requests. In addition, you’ll provide technical expertise during major incidents and help gather updates, workarounds, permanent fixes and solutions to in-flight problem records. We’ll also expect you to ensure that support requirements are documented and accepted prior to the take-on of a new service, and document any known issues. And all the while you’ll be maintaining your own professional development, knowledge and expertise relating to the latest technologies and best practice.

Use all your technical skills to support our global mission

Highly resourceful, flexible and methodical, you’ll enjoy looking for inventive answers to difficult problems, and use all your interpersonal skills to inspire team members. It’s important that you have ITIL Foundation certification and a Level 3 qualification or advanced apprenticeship in an IT-related subject, and in addition to well-developed experience of working within service desks & second line incident and request fulfilment process disciplines, you’ll possess a good understanding of priority classifications and SLAs.

We’ll expect you to have excellent working knowledge of relevant operating systems, applications, general networking and remote-working technologies. Our customers are at the heart of everything we do, so you’ll have a genuine flair for communication and problem solving, and your ability to analyse, interrogate and evaluate data will make you a ‘go-to’ colleague. In addition, you’ll be at an advantage if you have working knowledge of ServiceNow and Office 365 and similar Microsoft environments (Intune).

Discover the support you need to grow your career further

Working with us you’ll help keep people, information, and assets safe around the world. It’s a role you can feel proud of; and we aim to make every part of your career just as rewarding. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

All our employees have to be security cleared before being appointed, so you’ll need to undergo a vetting process as part of your application. You can find out more about vetting on our website.

To find out more about us and what a career with FCDO Services can offer you, please visit:

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

£35,510 - £44,197 plus £1,750 location allowance
Hanslope Park
Closing Date
02 June 2024 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