AMS PSR

On behalf of FCDO we are looking for a 2nd Line Support Analyst (Inside IR35) for a 6 month contract. On site working based in London. 

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 to:

• Engage 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.
• Provide 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.
• Develop Knowledge Articles and Tech Bar communications for End Users.
• Provide training and development to End Users, collaborating with Product Teams to prepare to support End Users with new or changed services.
• Communicate updates from Service Desk, Incident Management, Knowledge Management and Product Teams to End Users.

Essential:

• An active 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 security clearance.) 
• Technical Expertise: Strong knowledge of Windows operating systems, Microsoft Active Directory, and networking fundamentals.
• Customer Service: Ability to communicate effectively with non-technical staff and provide excellent service.
• Problem-Solving: Strong analytical skills to diagnose complex issues.

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.

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".