Service Desk Analyst

Summary: The Service Desk Analyst role at the FCDO involves providing high-quality, customer-focused first-line support within an ITIL-aligned Service Desk. The position requires troubleshooting technical issues, managing service requests and incidents, and contributing to continual service improvement. Candidates must possess active SC Clearance and have experience in a Service Desk environment, along with strong communication skills. This is a six-month on-site contract based in East Kilbride, Glasgow.

Key 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.

Key Skills:

• Active SC Clearance or willingness to undergo checks.
• Experience working within a Service Desk or Helpdesk environment.
• Excellent communication and customer service skills.
• Ability to efficiently manage workload and escalate calls when required.
• Broad knowledge and understanding of IT concepts and technologies.
• Knowledge of ITIL or Service Management Frameworks (desirable).
• Knowledge of AGILE and DevOps frameworks (desirable).
• Experience with Enterprise level reporting tools (desirable).

Salary (Rate): undetermined

City: Glasgow

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT