Service Desk Support

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Join the Defence Infrastructure Organisation (DIO) and have a future that matters: Be proud; Be challenged; Be unique.

DIO is part of the Ministry of Defence (MOD). We play a vital role in supporting Defence by leading and managing the delivery of what the Armed Forces need to live, work, train and deploy on operations. Our people share the common goal of supporting our Armed Forces through management of the military estate.

DIO are currently looking for a Service Desk Support Officer to join the Delivery and Operations Team within the Chief Information Office. The post holder will provide first line support to users of the DIO Infrastructure Management System (IMS). The IMS is an enterprise-wide solution automating and standardising processes and providing critical data for DIO to deliver its outputs and is therefore a critical tool Corporately and at an individual level in performing day-to-day activities.

Main duties of the role include:

-Logging calls onto REMEDY Incident Management System.

-Analysis and assignment of calls.

-Liaising with Resolver Groups ensuring updates are recorded and ensure resolution within related Service Levels.

-Managing closure or escalation of calls.

-Perform Service Requests for new IMS accounts, changes and password resets within agreed Service Levels.

-Provide regular reports, statistics and ad-hoc management on Incidents and Change Requests for Senior Management.

-Support Service Level Agreement reviews.

-Incident review and analysis to identify recurring issues and update Problem Management and Knowledge Base.

-Review Customer-facing material to refresh and improve based on experience and outcomes.

-Liaise with Super-User Community to advise on updates to major incidents and new supporting material for end-users.

-Support change and release processes by tracking Change Requests to completion.

-Update REMEDY status and provide updates to end-users throughout Change and Release activities.

If you are interested in learning more about the responsibilities of this role please follow the link to apply through Civil Service Jobs for further information and details of how to apply.

Some of the benefits to working for DIO include:

-Professional and Personal Development of skills

-Flexi-time scheme upon completion of 6 months service

-Alternative working practices

-25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service

-In addition to 8 public holidays per year you will also receive leave for HM The Queen’s birthday

-Generous maternity and paternity package

-Highly competitive pension scheme

-Most sites have good travel links with free car parking; many also have other facilities such as a Sports & Social Club, Gym and / or site shops

-Opportunity to work alongside military colleagues

For more information and to apply, please click the ‘Apply’ button.

Closing date: 19th October 2016