East Kilbride Job Summary Would you be interested in making a meaningful contribution to the UK’s national security, whilst enjoying an enviable work-life balance, 25 days holiday (rising to 30), all with the added benefits of a civil service pension scheme? You’re home. Whilst we sit in an established government department, the team structure and ethos is dynamic and agile, more akin to a modern tech start-up. We are pioneering new ways of delivering classified technology services across government, and we’re having fun doing it. Job Description As part of a an 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 Incidents, 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, enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service. Responsibilities Troubleshoot technical issues reported to Service Desk using available Knowledge Articles Ensure Service Requests and Incidents are managed in accordance with Service Level Targets Assist with maintenance and contribution of articles to the Service Desk Knowledge Base Assist 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 Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle. As part of a an 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 Incidents, 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, enthusiastic individual looking to drive forward the design and delivery of secure capabilities that will transform the Rosa Service. Responsibilities Troubleshoot technical issues reported to Service Desk using available Knowledge Articles Ensure Service Requests and Incidents are managed in accordance with Service Level Targets Assist with maintenance and contribution of articles to the Service Desk Knowledge Base Assist 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 Keep customers informed on the progress of their Incidents and Service Requests throughout the full lifecycle. Person specification Essential Skills Excellent communication and customer service skills The ability to efficiently manage workload and escalate calls when required Broad knowledge and understanding of IT concepts and technologies Desirable Skills Experience working within a Service Desk or Helpdesk environment ITIL foundation Knowledge of AGILE and DevOps frameworks Experience with Enterprise level reporting tools Behaviours We'll assess you against these behaviours during the selection process: Managing a Quality Service Delivering at Pace Working Together Alongside your salary of £30,000, Foreign, Commonwealth & Development Office contributes £8,691 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. We 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 A culture encouraging inclusion and diversity A Civil Service pension with an average employer contribution of 28.97% Inclusive environment were all feel valued and respected Generous annual leave Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Step 1. Additional Eligibility Questions. Answers to these questions will determine if you are eligible to apply. Applications will be sifted anonymously so please remove any biographical data that would identify you. As part of the online application process, you will be asked several diversity-related questions. If you do not wish to provide a declaration on any of the characteristics, you will have the option to select ‘prefer not to say’. The information you provide when submitting your application will help us monitor the Civil Service commitment to diversity and inclusion. You can refer to the Civil Service Diversity and Inclusion Strategy for more information. Step 2. Submit a CV outlining your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please ensure you have provided reasons for any gaps within the last two years. You must also submit a Personal Statement using no more than 500 words demonstrating your skills and previous experience meet the criteria in the About You section above. You will receive an acknowledgment of your application through the online process. Step 3. Candidates who pass sift stage will be required to answer a range of questions on the above behaviours and technical skills at interview. Candidates will also be required to provide a 5-minute presentation to a set topic, in a format of their choosing. Candidates will be provided the set topic at invite to interview, one week in advance of interview date. Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements Open to UK nationals only. Working for the Civil Service Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact : Name : Jack Coyle Email : RSObusinessSupport@fcdo.gov.uk Recruitment team Email : RSObusinessSupport@fcdo.gov.uk Further information If you wish to make a complaint you should email HRDirectUK@fco.gov.uk. If you are not satisfied with the response you receive from the FCDO you can contact the Civil Service Commission.