Service Desk Analyst Ref. 1679

IT, Science & Technical
From £30,387 to £32,849

Whatever your role at MI5, you’ll be contributing to protecting the UK from threats to national security including terrorism and espionage. We are currently recruiting for Service Desk Analysts to work within our Information Technology group.

The Role

This is an excellent opportunity to join a growing front-line support IT team. You will have the opportunity to train in a range of applications and gain recognised qualifications, all whilst supporting a vast and varied user base.

As the first point of contact for IT-related requests, you’ll be answering a range of customer requirements. You’ll be responsible for communicating efficiently and professionally with a range of stakeholders at all levels, solving their issues promptly and escalating them when necessary. As a valued member of the team, you’ll draw on your technical knowledge to resolve a range of problems.   

Key Responsibilities

•    Act as a first point of contact for a variety of incidents and service requests
•    Answer a range of IT related customer calls, solving or escalating issues as appropriate
•    Liaise professionally with a range of customers across MI5 to understand their issues and the impact of those issues on their ability to carry out their work

The Person

Holding a good level of experience with Microsoft Office products, you will be committed to providing outstanding customer service. You will use your excellent communication and problem-solving skills effectively, alongside the initiative to suggest new processes and service improvements to meet customer requirements.

To apply for this role, you must have experience in an IT or general customer service role. An A-level or equivalent in an IT-related subject would be an advantage, but is not essential.  We are seeking enthusiastic and motivated individuals who are willing to train in a variety of technical applications, and use MI5’s support to gain professional qualifications such as ITIL Foundation.

Recruitment Process

The first thing we will ask you to do is complete our pre-screening questions to find out if you meet our initial criteria. If you do meet these criteria we will then ask you to begin an application.

You will need to create a log in and provide your full name, email address and a memorable password. Once you have successfully created a personal account, you will be required to complete an initial registration form, providing contact details and equal opportunities monitoring information.

You will then be invited to complete an online application form, which will consist of basic eligibility questions, sections for you to list your qualifications and work experience, as well as exploring your motivation to work for MI5 and your interest in developing an IT career with us. Our recruitment team will conduct a sift of your application.

If you are successful, you will be invited to attend an assessment centre in London to explore your suitability for the Service Desk Analyst role. If you successfully pass this stage you will be made a conditional offer of employment. This offer is made on the condition that you pass the Developed Vetting (DV) stages of the process, which will include a security interview with one of our vetting officers.

You should read about the vetting process and satisfy yourself that you meet the criteria outlined in the vetting pages of the How to Apply section prior to submitting an application. Giving misleading information or omitting or concealing information during the recruitment and vetting process is viewed very seriously. You should ensure that you follow our guidance from when you apply.

Guaranteed Interview Scheme

As part of our commitment to the “Disability Confident” scheme we offer an interview to all candidates with a disability who meet our minimum criteria for the job vacancy that they are applying for. This is known as the Guaranteed Interview Scheme (GIS).

Along with the standard eligibility requirements for this post, your application will be assessed on how far you meet the job requirements. Your application must score the minimum amount of points set. On successful completion of this stage, you will be invited to interview. This will normally be a telephone interview and is our guaranteed interview.

Eligibility Criteria

To be eligible to apply, you must meet our residency criteria. You must be a born or naturalised British citizen and one of your parents must be a British citizen or have substantial ties to the UK.

Candidates must normally have been resident in the UK for nine out of the last ten years. This is particularly important if you were born outside the UK. However, we will still consider you if you’ve served overseas with HM Forces or in some other official capacity as a representative of Her Majesty’s Government, studied abroad, or lived overseas with your parents.

Due to vetting requirements you will need to be 18 years old, or above, to apply. Your application may take around six months to process.

Owing to the sensitivity of our work, we do not publicly disclose the identities of our staff. Discretion is vital. You should not discuss your application, other than with your partner or a close family member.

The Security Service is committed to reflecting both equal opportunities and the society we protect. We particularly welcome applications from women and Black, Asian and minority ethnic candidates.

This Program / Vacancy is closed to applications.