IT Support and Service Desk Operator

3 weeks ago


Glasgow, United Kingdom Alexander Mann Solutions (on behalf of Public Sector Resourcing Full time

Senior Tech Bar Analyst (Inside IR35)
Contract Term: 6 months
Contracting Authority: The Foreign, Commonwealth & Development Office
Location: Glasgow office – 5 days per week. (The FCDO pursues our national interests and projects the UK as a force for good in the world. Within the FCDO, Information and Digital Directorate (IDD) is responsible for delivering digital, data and technology and information management solutions and services to support the FCDO and UK Government partners deliver our international diplomatic, development and consular outcomes.
IT Service Management
The IT Service Management department is focused on ensuring that End Users are able to access and use the IT Services available to them in a structured and coherent manner.
The IT Service Management department is moving to a product centric way of working whereby Product Teams are empowered to take on devolved responsibility for operational Service Management activities to manage risk, build trust and enable the organisation to work faster and more collaboratively.
The Tech Bar function sits within the Service Experience function and is responsible for the provision of a ‘face-to-face' frontline support for End Users. The Senior Tech Bar Analyst is a role within the IT Service Management department of IDD, reporting into the Head of Service Experience.
The Senior Tech Bar Analyst is responsible for day to day interactions with End Users, providing first line support and guidance to aid in resolving any IT issues or queries they may have.
The Senior Tech Bar Analyst is responsible for:
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.
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.
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.
You have experience of working as a product manager delivering user centred digital services/products, through which you have gained skills in product ownership and the ability to contextualise problems and their potential solutions within the wider needs of the organisation. Maintains the stability and usability of the platform across production and nonproduction environments, leads upgrade planning and execution, responsible for providing the business support that makes using ServiceNow as a strategic platform possible. Owns the relationship with project stakeholders to identify, prioritize, model, and document business, process, and data requirements. ServiceNow qualifications with Fundamentals as a minimum, working knowledge of ServiceNow Modules, including ITSM, ITAM, ITOM and LSD. This allows you to identify and compare processes or delivery methods to use, to help the team to decide on the best approach. You have experience of collaborating with user researchers and understand the importance of user research in identifying and prioritising the needs to be met, and you understand the variety and complexity of users’ digital needs and how products can meet these. You understand the product life cycle and how to design operational processes for the running and maintenance of products or services throughout their product life cycle.

We are looking for someone with strong technical skills and experience in Tech Bar or Service Desk functions to support the maintenance of live service, who can demonstrate the skills outlined in the Senior service desk analyst role-level, in particular:
Customer Service Management (relevant skill level: working)
Service Reporting (relevant skill level: working)
A minimum of ITIL Foundation is required for this role.
Microsoft Intune
Windows 10 End user Support
Apple IOS Device Support (specifically iPhone and iPad)
Azure Active Directory user account trouble shooting
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