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Details

Reference number

402984

Salary

£31,657 Plus location allowance £1750 A Civil Service Pension with an employer contribution of 28.97% GBP

Job grade

Executive Officer TPB3

Contract type

Permanent

Business area

FCDO Services - Technology and Operations

Type of role

Information Technology

Working pattern

Full-time

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Hanslope, South East England, MK19 7BH

About the job

Job summary

Service Desk operate on a day-shift pattern (7am-3pm / 8am-4pm / 11am-7pm)

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.

Job description

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 it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform. No matter the task, they are on hand to support. Now, you’ve got the opportunity to join them.

Providing innovation to government partners

Delivering best-in-class solutions

Working at the cutting-edge of technology

It all matters

Help to keep our Service Desk running smoothly and securely

When you join us in this vital role you’ll monitor and administer our Service Desk call queue and phone line, ensure that Service Level Agreement clocks don’t expire and tickets are updated. Logging and recording all interactions, incidents and service requests, and ensuring they’re accurately raised, categorised and prioritised, you’ll also perform the technical investigation and resolution of incidents and service requests, and contribute documentation on any issues, errors, workarounds and permanent fixes to our central knowledge base.

Committed to maintaining continuity across shifts through the correct handover procedures, you’ll have a wide range of other tasks – these include liaising with our Problem and Major Incident Managers to help gather written or oral updates, workarounds, permanent fixes or solution recommendations to in-flight problems, and providing support during the major incident process. We’ll also expect you to assist with the on-boarding of new services and products into the Service Desk by ensuring that support requirements are documented and accepted prior to adoption.

Use all your Service and IT skills as you help defend the UK’s global interests

With a NVQ Level 3 / Advanced apprenticeship in an IT-related subject, and well developed experience of working within a Service Desk, Incident and Request Fulfilment process disciplines, you’ll be a confident user of Microsoft operating systems, applications and general networking technologies. And it goes without saying that you should possess excellent incident, operational and communication skills, and a strong focus on customer service.

Working knowledge of ServiceNow or other Service Management tool sets would be a plus, as well as an understanding of priority classifications, SLAs and the use of Microsoft Azure. In addition, ITIL Foundation Certification and SDI Service Desk Analyst accreditation would be desirable, as would Agile Methodologies Foundation.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll 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.

Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at virtual-embassy.fcdoservicescareers.co.uk

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV) clearance. You can find out more about vetting at fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

Closing date: 18/05/2025

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 you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Person specification

We are looking for people with:

• NVQ Level 3 / Advanced apprenticeship in IT-related subject;
• Experience of working within the Service Desk, Incident and Request Fulfilment process disciplines;
• Microsoft operating systems, applications and general networking technologies – Working;
• Remote working technologies such as MS Teams, MSTSC, and MSRA - Working

Qualifications

• NVQ Level 3 / Advanced apprenticeship in IT-related subject;

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Delivering at Pace

Technical skills

We'll assess you against these technical skills during the selection process:

• NVQ Level 3 / Advanced apprenticeship in IT-related subject;
• Experience of working within the Service Desk, Incident and Request Fulfilment process disciplines;
• Working experience of - Microsoft operating systems, applications and general networking technologies
• Working experience of - Remote working technologies such as MS Teams, MSTSC, and

Benefits

Alongside your salary of £31,657, FCDO Services contributes £9,171 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role.
• Annual leave starting at 25 days.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
• Free shuttle bus available between central Milton Keynes and Hanslope Park
• 9 days per annum public and privilege days

Things you need to know

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills.

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific questions.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details
• career history with key responsibilities
• skills and experience
• achievements
• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the job specific questions which are outlined in the application form.

Those that are successful will be invited to a MS Teams or Face to face interview.

At the interview you will be asked a blend of questions on technical skills and behaviours.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles . 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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans 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 : FCDO Services Recruitment Team
• Email : Fcdosevices.recruitment@fcdo.gov.uk

Recruitment team

• Email : Fcdosevices.recruitment@fcdo.gov.uk