Position Title:
IT Service Desk Analyst x2

Reference:
London-2026-023

Location:
U.S. Embassy London

Closing Date:
April 24, 2026

Work Hours:
Full-time, 40 hours/week

Salary:
£41,869 gross starting salary per annum

Benefits:

- Bi-weekly salary payments
- Merit Based Compensation (Performance Related Pay awards)
- Private Medical Insurance and Life Insurance Plans
- U.S. Embassy Group Personal Pension Plan
- Employee Assistance Program
- Annual and Sick Leave
- UK and U.S. paid public holidays
- Season Ticket Loan (Transportation)
- Training opportunities & personal development
- Restaurant facility
- On-site Gym
- On-site Metro Bank

The Service Desk Analyst (SDA) is the face of the Diplomatic Technology (DT) office and is responsible for front-line response to both internal and external customer queries, both in person at the service desk and through remote channels such as telephone, email, chat, and self-service request forms. As part of the DT systems support team, you will provide Tier 1 operational support to the customer, perform ticket triage, troubleshoot Tier 1 technical and multimedia issues, and handle resulting incidents and service requests using the incident management and request fulfilment processes in line with established targets and objectives. Other duties will include:

- performing limited systems administrator functions such as network and enterprise application account creation and management.
- collaborating with cross-functional teams to address complex technical issues.
- assisting in network security measures and providing user education on information security best practices.
- issuing and managing loanable property, including laptops, radios, and tablets, and providing ad-hoc training to users.
- participating in DT initiatives as assigned.

Interested? Then, apply now!

QUALIFICATIONS REQUIRED:

Applicants must address each required qualification listed below with specific and comprehensive information supporting each item. Failure to do so may result in a determination that the applicant is not qualified.

EDUCATION:

A bachelor's degree in Computer Science, Information Systems, Electronics Engineering, Library and Information Sciences, or Audio/Visual Communications and Technology is required.

EXPERIENCE:

A minimum of six months’ experience in IT operations or providing Tier 0/1 IT support.

JOB KNOWLEDGE:

A good understanding of IT security best practices, smartphone hardware and maintenance, networking, and hardware/software troubleshooting. Good understanding of service desk management and escalation principles, emphasizing strong customer support and troubleshooting techniques. Basic understanding of endpoint management platforms. Knowledge of the differences between the three models of cloud computing services and potential applications. Good understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) and Wi-Fi networks.

LANGUAGE:

Fluent English: speaking/reading/writing, may include the ability to translate (this may be tested).

SKILLS & ABILITIES:

Ability to troubleshoot and provide Tier 1 support for market-leading laptops, mobile device platforms, and their peripherals. Ability to provide basic troubleshooting and support of wired and Wi-Fi networks. Possess strong problem-solving and communication skills that support working with people of different cultural backgrounds, languages, technical knowledge, and seniority. Proficiency in voice and video conferencing and chat applications. Proficiency in typing and navigating a keyboard efficiently. Strong competency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice. Ability to research technical topics. Use information to conduct ad-hoc customer training and create supporting materials to educate mission users on technical issues. Ability to work independently and effectively under pressure, handling planned and unexpected significant projects and tasks.

ALL INTERESTED APPLICANTS FOR THIS VACANCY MUST SUBMIT THEIR APPLICATION VIA THE ELECTRONIC RECRUITMENT APPLICATION (ERA) - THIS CAN BE DONE BY SELECTING THE APPLY BUTTON SHOWN.