Senior Service Desk Analyst Office 365 (O365 & EUD Support) £35,510 - £44,197 plus £1,750 location allowance and a 12.5% Shift allowance, hybrid working and excellent benefits Based at Hanslope Park near Milton Keynes Free shuttle bus available between central Milton Keynes and Hanslope Park 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 youre passionate about technology and ready to lead a high performing team, this could be your next move. At FCDO Services, we protect the UKs 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 its creating bespoke, secure software, offering programme and application support or moving an entire embassys servers to a Cloud platform. No matter the task, they are on hand to support. Now, youve 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. Its 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 itll 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, youll assess options and recommend relevant plans of action or service improvements. But your work wont stop here youll undertake in-depth technical investigations and the diagnosis and resolution of requests. In addition, youll provide technical expertise during major incidents and help gather updates, workarounds, permanent fixes and solutions to in-flight problem records. Well 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 youll 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, youll enjoy looking for inventive answers to difficult problems, and use all your interpersonal skills to inspire team members. Its 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, youll possess a good understanding of priority classifications and SLAs. Well 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 youll 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, youll 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 youll help keep people, information, and assets safe around the world. Its a role you can feel proud of; and we aim to make every part of your career just as rewarding. Thats why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, youll 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 youll need to undergo a vetting process as part of your application. You can find out more about vetting on our website. Closing date for applications is: Midnight 2 June 2024. 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 youre welcome and valued. Its what makes us a Disability Confident employer. And why were recognised as a Carer Confident workplace. And its how you know youre joining an inspiring, inclusive organisation.