Overview
At FCDO Services we protect the UK’s interests at home and overseas. We design and construct secure government buildings and 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.
Responsibilities
* Help to keep our Service Desk running smoothly and securely by being at the heart of the IT support operation.
* Take charge of the Service Desk queue and phone lines, ensuring everything moves and SLA targets remain on track.
* Log every interaction, incident, and service request accurately with the correct detail, priority and classification.
* Investigate and resolve issues quickly using technical skills, restoring service with minimal disruption.
* Document issues, fixes and workarounds to strengthen the central knowledge base and support continuous improvement.
* Maintain continuity across shifts through correct handover procedures.
* Liaise with the Problem Manager to gather updates, workarounds, permanent fixes or solution recommendations for in‑flight problems.
* Provide support during the major incident process while working with the Major Incident Management team.
* Assist with onboarding new services and products into the Service Desk, working closely with the Service Transition team to document and accept support requirements before adoption.
Qualifications
* NVQ Level 3 or advanced apprenticeship in an IT‑related subject.
* Solid experience working in Service Desk, Incident and Request Fulfilment environments.
* Confidence in using Microsoft operating systems, Microsoft 365 (including Entra ID), Microsoft Office applications and general networking technologies.
* Strong operational and incident management skills.
* Excellent communication and a customer‑focused approach.
* Working knowledge of ServiceNow or other Service Management toolsets (plus).
* ITIL Foundation Certification and SDI Service Desk Analyst accreditation (desirable).
* Agile Methodologies Foundation, BCS Agile Foundation Certificate or equivalent accreditation (desirable).
Benefits and Working Conditions
* Competitive salary and generous holiday entitlement.
* Civil Service Pension.
* Access to training and other development opportunities.
* On‑site gym, nursery, café and restaurant.
* Interest‑free loans on season tickets and bikes.
* Service Desk shifts: 7 am‑3 pm / 8 am‑4 pm / 11 am‑7 pm, Monday‑Friday with hybrid working arrangements.
* Security clearance: all colleagues must be security cleared before joining. Developed Vetting (DV) clearance will be required.
Workplace Culture
We support every individual so that you always know you’re welcome and valued. We are a Disability Confident employer and a Carer Confident workplace, committed to an inclusive organisation that values diversity and inclusivity.
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