AMS PSR

On behalf of FCDO, we are looking for a 2nd Line Support analyst Inside IR35 for a 6 months contract based Charles Street London.

SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position (short-term nature of this role and speed at which we require a postholder in situ) preference may be given to candidates who meet all of the essential criteria and hold active SC clearance. 

The Foreign, Commonwealth & Development Office (FCDO) pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty, and tackle global challenges with our international partners.

As a 2nd Line Support Analyst , your main responsibilities will be:

Essential:

• Engaging with End Users, completing resolution activities in line with Tech Bar and Incident Management processes, within the agreed OLAs and KPIs for the applicable services.
• Providing excellent customer service to End Users.
• Deliver deskside support for users, resolving issues related to desktops, docking stations, and display equipment.
• Provide comprehensive printer support, including toner replacement, relocation, and fault diagnosis/repair.
• Ensure compliance with asset management processes and maintain accurate stock control records.
• Developing Knowledge Articles and Tech Bar communications for End Users.
• Providing training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services.
• Communicating updates from Service Desk, Incident Management, Knowledge Management and Product Teams to End Users.
• Identifying potential Major Incidents and escalating up to the Tech Bar Manager
• Producing timely Tech Bar reporting and management information to identify problem management and continual service improvement opportunities.
• Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.

Please be aware that this role can only be worked within the UK and not Overseas.

Disability Confident 

As a member of the Disability Confident Scheme, FCDO guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy. In cases where we have a high volume of candidates who have a disability who meet all the essential criteria, we will interview the best candidates from within that group. This scheme encourages candidates with a disability and/or neurodivergence to apply. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

Armed Forces Covenant / Commitment

FCDO guarantees to interview veterans or spouses / partners of military personnel who meet all the essential criteria for the vacancy. In cases where we have a high volume of ex-military candidates / military spouses or partners, who meet all of the essential criteria, we will interview the best candidates from within that group. In exceptional circumstances, we may also need to apply the desirable criteria in our shortlisting process which may include holding active security clearance.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different".