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Helpdesk Advisor - Helpdesk Contact Centre

Job summary

Salary £23780 - £30690 per annum
Location Hanslope Park
Closing Date 16 December 2019 at midnight
Reference 4270

£23,780 (plus shift allowance & £1,750 Hanslope Park location allowance plus benefits) Service Desk on a day-shift (8am - 4pm, Monday – Friday)
Based Hanslope Park, Milton Keynes

A huge range of people and organisations around the world rely on our systems and technology. Our colleagues need it to help them perform all manner of vital work, while our government-level customers look to us to keep their highly sensitive information secure. You’ll make sure they both get the very best help, wherever and whenever they need it.

Your support will reach further
As a vital first port of call in our Contact Centre, you’ll provide advice, guidance and limited technical customer support for end users.

Your main focus, to our customers, will be providing guidance and advice utilising existing guidance material that has been developed to allow for resolution activity. You will field a range of queries - acting swiftly to log, process, investigate and resolve each issue as efficiently and effectively as possible. Communication will be key, because each new challenge will see you keeping customers updated and supporting them to find the right solution for their issue or query.

A secondary element to this role will be as the Global Support Centre (GSC) Knowledge Manager being responsible for the uploading of new knowledge articles and the maintenance of existing articles. There may be opportunities to develop your technical skills in supporting the other services we are responsible for.

You’ll bring out your flair for problem solving
Resourceful, flexible and methodical, you’ll thrive in our fast paced and busy team. You enjoy looking further to find inventive answers to new problems, and you’re an effective organiser and a natural communicator. You also need to have basic IT Skills and knowledge of applications such as:

• MS Word and Excel
• Web Browsers (Safari, Internet Explorer and Google Chrome)

While an understanding of priority classifications, Service Level Agreements (SLAs) and the ITIL Framework would also help, it’s not essential. However, you must have knowledge of Central Government and Open Government Data systems, as well as HM Government security regulations. Previous IT experience, whilst beneficial, is not essential as training will be provided.

And your work will just mean more
At FCO Services, we keep information, assets and people safe all around the world. Our customers, who include the Foreign & Commonwealth Office, look to us to respond with speed, agility and innovation to their ever-changing security challenges. This gives every job here added significance – yours included. Your work will make a significant contribution to the protection of national interests. And as our reach is truly global, the impact you make will go far beyond the UK.

Successful candidates will be required to complete security clearance.

Hanslope Park based posts attract a Location Allowance of £1,750 per annum.

FCO Services are regulated by the Civil Service Commission.

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