Dio - IT Service Desk Support
3 days ago
**Details**:
**Reference number**:
- 234045**Salary**:
- £26,350- + Civil Service Pension with an average employer contribution of 27% and additional benefits**Grade**:
- Executive Officer**Contract type**:
- Permanent**Business area**:
- MOD - Defence Infrastructure Organisation - Finance (Chief Information Officer) - Delivery & Operations**Type of role**:
- Information Technology**Working pattern**:
- Flexible working, Full-time**Number of posts**:
- 1Contents
Location
About the job
**Benefits**:
Things you need to know
Location
- DIO Headquarters at DMS WhittingtonAbout the job
**Summary**:
Do you want to work for the Defence Infrastructure Organisation (DIO) and care for the Defence Estate? DIO enables Defence to live, work, train and deploy, all with sustainability in mind. From net carbon zero accommodations to runways for the F35 fighter jets; our outputs are unique in the UK and across the globe
**About DIO**
View our YouTube video to see more about our work
**Job description**:
Those in the role will be part of a collaborative community of IT experts, who share knowledge and expertise, and are committed to continuous development through experience and learning. Our teams have a passion and determination to deliver high-quality services which meet operational needs.
**Desirable Skills & Experience**
- ITIL Foundation qualification
- DDat Framework - Service Desk Analyst - Customer Service Management - Working level
**Responsibilities**:
- Logging all calls onto the REMEDY Incident Management System
- Analysing calls to assign appropriate Priority and to appropriate Resolver Group
- Liaising with Resolver Groups to ensure updates on status/progress are recorded against the Incident and to ensure resolution within related Service Levels
- Managing closure or escalation of calls as appropriate.
- Action requests for new IMS/AIP/SLAMIS/DIO Application accounts within agreed Service Levels
- Action requests for changes to existing IMS/AIP/SLAMIS/DIO AHDE accounts within agreed Service Levels
- Action requests for password changes within agreed Service Levels****:
- Provide cover for the Service Desk Manager for ad-hoc duties
- Provide ad-hoc management information on Incident Management as required
- Review and analyse incidents to identify recurring issues and update Problem Management and Knowledge Base.
- Review Customer-facing material (including Service Catalogue and FAQs) to update and improve based on experience and outcomes.
- Liaise with Digital Reps Community to advise on updates to major incidents
Service Desk hours that require cover between all Service Desk personnel are:
Monday — Thursday 08:00 —17:00
Friday 08:00 —16:00
Core hours (i.e... two members of staff available) 10:00 —15:00
**Behaviours**:
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
- Delivering at Pace
- Leadership
- Managing a Quality Service
**Technical skills**:
We'll assess you against these technical skills during the selection process:
- DDat Framework - Service Desk Analyst - Customer Service Management - Working Level
**Benefits**:
- Highly competitive with an average employer contribution of 27%.
- Alternative working practices such as working from home.
- Opportunity to join one of our several D&I Networks We value diversity and are committed to being an equal opportunities employer.
- 25 days annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service.
- Enhanced parental leave.
- Most sites have free car parking, Sports & Social Clubs, Gym, on site shops and subsidised canteens.
**Employment Hours**
The post advertised is for 37 hours net, however the Ministry of Defence offers flexible working to enable a better work-life balance for employees.
**Allowances**
This post does not offer any assistance with relocation allowances.
Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts.
Things you need to know
**Security**:
- See our vetting charter.- People working with government assets must complete basic personnel security standard checks.**Selection process details**:
- This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.This vacancy is part of the A Great Place to Work for Veterans initiative, Making-the-civil-service-a-great-place-to-work-for-veterans
As a result of the changes to the UK immigration rules which came in to effect on 1 January 2021, the Ministry of Defence will only offer sponsorship for a skilled worker visa under the points based system, where a role has been deemed to be business critical.
Behaviours:
- Leadership
- Managing a Quality Service
**Experience**:
Please complete the CV Section of the Application Form to include Job History and Previous Skills & Experience
Technical:
D
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