Right now, within government departments and secure facilities around the world, people are making decisions that protect the UK's interests. They're sharing sensitive intelligence, coordinating responses to emerging threats, and collaborating on work that is imperative to UK interests.\n\nThey can do this because of Rosa.\n\nOur work is the foundation for what comes next. The government has committed to a programme that will upgrade Rosa to a modern cloud-first platform. But transformation doesn't happen in a vacuum - it happens because the current service is trusted, reliable, and run by people who understand what government actually needs.\n\nWe need your help to deliver Rosa brilliantly today. This is how we earn the right to deliver the next generation capability for working at SECRET. Every improvement we make, every incident we resolve, every user we support builds the credibility and capability that makes transformation possible.\n\nJob description\nItâs a very exciting time for the Rosa Service Organisation (RSO). As a unique organisation within Government, we continue to grow and develop. Our people are the single most important element to our success and creating a development offer that encourages and supports career development and progression is critical.\n\nThis is a fantastic opportunity to be a part of a growing team in a modern and flexible working environment. \n\nAs part of our 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 Incident types, 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 experienced, intelligent, and enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service. Alongside your salary of £29,500, Foreign, Commonwealth & Development Office contributes £8,546 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.\nWe understand that people are at the heart of our success. We promote and encourage all our staff to follow continued professional development, offering our staff access to a range of learning and development opportunities\nAn environment with flexible working options\nA culture encouraging inclusion and diversity\nA Civil Service pension with an average employer contribution of 28.97%\nInclusive environment were all feel valued and respected\nGenerous annual leave\nApprenticeship offer:\n\nModern Apprenticeship\nAchieve a Diploma in Digital Technology- Cyber Security SCQF 8 certified by Qualifications Scotland (FKA SQA)\nDedicated Mentorship: Learn from experienced team members who are committed to your growth.\nHands-On Experience: Work with diverse technologies and business-critical projects.\n\nAs a Service Desk apprentice you will be responsible for:\n\nTroubleshoot technical issues reported to Service Desk using available Knowledge Articles\nEnsure Service Requests and Incidents are managed in accordance with Service Level Targets\nAssist with maintenance and contribution of articles to the Service Desk Knowledge Base\nAssist 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.\nKeep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle. Person specification\nEssential:\n\nExcellent communication and customer service skills\nThe ability to efficiently manage workload and escalate calls when required\nBroad knowledge and understanding of IT concepts and technologies\nDesirable:\n\nExperience working within a customer service environment\nKnowledge of ITIL or Service Management Frameworks.\nKnowledge of AGILE and DevOps frameworks\nKnowledge of IT Service Management tools.\nBehaviours\nWe'll assess you against these behaviours during the selection process:\n\nManaging a Quality Service\nDelivering at Pace\nWorking Together\nTechnical skills\nWe'll assess you against these technical skills during the selection process:\n\nOwnership and Initiative\nTechnical understanding\nUser Focus