Service Desk Analyst | Ref: PIP0008591

Note: SC Clearance is an essential requirement for this role, (as a minimum you will need to eligible for SC)
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.
Within the FCDO, Information and Digital Directorate (IDD) is responsible for delivering digital, data and technology and information management solutions and services to support the FCDO and UK Government partners deliver our international diplomatic, development and consular outcomes.
IT Service Management
The IT Service Management department is focused on ensuring that End Users are able to access and use the IT Services available to them in a structured and coherent manner.
The IT Service Management department is moving to a product centric way of working whereby Product Teams are empowered to take on devolved responsibility for operational Service Management activities to manage risk, build trust and enable the organisation to work faster and more collaboratively.
Tech Bar:
The Tech Bar function sits within the Service Experience function and is responsible for the provision of a 'face-to-face' frontline support for End Users. The Tech Bar function is a highly visible representative of IDD within the wider organisation seeking to provide an excellent experience for End Users.
The Senior Tech Bar Analyst is a role within the IT Service Management department of IDD, reporting into the Head of Service Experience.
The Senior Tech Bar Analyst is responsible for day to day interactions with End Users, providing first line support and guidance to aid in resolving any IT issues or queries they may have., 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 have experience of working as a product manager delivering user centred digital services/products, through which you have gained skills in product ownership and the ability to contextualise problems and their potential solutions within the wider needs of the organisation.
+ Maintains the stability and usability of the platform across production and nonproduction environments, leads upgrade planning and execution, responsible for providing the business support that makes using ServiceNow as a strategic platform possible.
+ Owns the relationship with project stakeholders to identify, prioritize, model, and document business, process, and data requirements.
+ Works with stakeholders to drive adoption.
+ ServiceNow qualifications with Fundamentals as a minimum, working knowledge of ServiceNow Modules, including ITSM, ITAM, ITOM and LSD.
+ You know how to apply tools and concepts in a variety of ways and adapt to change, using new ways of working where appropriate. This allows you to identify and compare processes or delivery methods to use, to help the team to decide on the best approach.
+ You have experience of collaborating with user researchers and understand the importance of user research in identifying and prioritising the needs to be met, and you understand the variety and complexity of users' digital needs and how products can meet these.
+ You understand the product life cycle and how to design operational processes for the running and maintenance of products or services throughout their product life cycle.
About You
We are looking for someone with strong technical skills and experience in Tech Bar or Service Desk functions to support the maintenance of live service, who can demonstrate the skills outlined in the Senior service desk analyst role-level, in particular:
+ Customer Service Management (relevant skill level: working)
+ User Focus (relevant skill level: awareness)
+ Service Reporting (relevant skill level: working)
+ Ownership and initiative (relevant skill level: working)
A minimum of ITIL Foundation is required for this role.
We are particularly interested in hearing from candidates who have had experience of using the following technologies and can demonstrate these in their CV or personal statement:
+ Microsoft Intune
+ Windows 10 End user Support
+ Apple IOS Device Support (specifically iPhone and iPad)
+ Azure Active Directory user account trouble shooting

FCDO is proud to support the Armed Forces Covenant and as such, we guarantee to interview all 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