Incident Coordinator

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Be the ‘go-to’ person for IMT challenges at UKHO.

The United Kingdom Hydrographic Office (UKHO) takes great pride in delivering exceptional quality marine geospatial information and products to those in the marine industries. With customers ranging from the Royal Navy to scientists working on environmental protection issues, our clients know they can rely on a level of service and quality that is consistently high. It is because of these standards that our client-base is also international, with many global organisations making the most of our meticulous knowledge and capabilities.

As a globally-renowned organisation, our internal digital capabilities need to be of the most exceptional standards. Our valuable employees produce innovative solutions that keep the marine industries safe, and allow global trade efficiency. They therefore rely on IMT facilities that function flawlessly, and when things go wrong, they need a swift resolution. You will be central to this challenge, acting as the first point of contact for technical glitches. Providing a ‘first-line-fix’ service for incidents and queries relating to anything from software installation to unusual faults, you will offer technical support and guidance, getting UKHO employees up and running again. Logging all incidents as you receive them, you will assign (to second and third line teams) those that you cannot resolve. You will also monitor quarantined and SPAM emails, and you will take responsibility for account creations, changes and remote accesses, plus the management of the equipment loan pool.

Crucially, you will be expected to make effective judgements on the best use of your time. If you have other callers waiting to log incidents, you will need to accept that you might not be able to spend time talking a caller through the solution to their problem. You will therefore have great time-management and organisational skills, with a background in supporting IT desktop incidents. As a natural leader with solid communication skills and the capacity to work at pace, you will thrive on delivering a quality service and making decisions that will enable the efficiency of that challenge.

UKHO is the perfect place to pursue your career ambitions. As a civil service organisation with a commercial focus, we have a two-pronged advantage over other employers. Firstly, our staff enjoy working on high-profile challenges that benefit the entire nation - and that results in unique collaboration and networking opportunities with likeminded individuals. And secondly, we celebrate ambition. And secondly, we want our people to be the best, so we will nurture your skills with plenty of training and development opportunities and a supportive network of colleagues who genuinely love their jobs. To experience this dynamic working environment for yourself, don’t hesitate to get in touch.

Candidates will need to complete competency statements, which cover the short-list criteria. Applications will need to be sent via the recruitment inbox by clicking the APPLY button.

Short-list

You will be short-listed against the following criteria:

› Making Effective Decisions

› Managing a Quality Service

› Leading and Communicating

› Delivering at Pace

› Experience of Supporting an IT Desktop Environment

Closing date: Friday 27 July 2018