Dio - IT Service Desk Support

**Details**:
**Reference number**:

- 269997**Salary**:

- £27,080- + Civil Service Pension with an average employer contribution of 27% and additional benefits**Job 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 jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- DMS Whittington, WS14 9PYAbout the job

**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

**Job description**:
DIO's Chief Information Office (CIO) focuses on and is accountable
for delivering technology solutions through the Customer, Portfolio
Management Office (PMO) and Development, Security and
Operations (DEV, SEC, OPS) functions. Each of these functions
collaborates to build and lead on the delivery of organisational
objectives in alignment with DIO's technology strategy. CIO enables
DIO and its staff to deliver outputs and obligations effectively by
providing the right technology and operational support for DIO users,
its functions, industry partners and other TLBs.
Working together with our customers, through the implementation of
technology, CIO can shape and transform the way DIO manages
estates. Developing capabilities that provide improved, modernised
and collaborative technology, which enhances the way in which DIO
operates providing overall business efficiencies. CIO supports the
business by embedding and executing sound agile and technology
and delivery methodologies and technologies.
The post is within the Delivery and Operations function.
This role sits in the Delivery and Operations Team within CIO and
provides first line support to users who use DIO Applications. Our
Asset Information Portal (AIP), Single Living Accomodataion
Management Information System (SLAMIS)and all in house DIO
Applications. 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. The Asset
Information Portal provides both external (FLC, TLB and MOD) and
internal (DIO) customers with a single portal to access authoritative
asset management information pertinent to the MOD’s Estate.
Those in the role will be part 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.
We employ approximately 4,900 staff from a very diverse range of
professions, and we work across the world; in Germany, Cyprus and
the Falkland Islands, Norway, Poland, Kenya, Belize, Nepal and
Oman.

**About DIO**

**View our YouTube video to see more about our work**

**Person specification**:

- 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/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

**Desirable Experience & Skills**
- ITIL Foundation qualification

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Managing a Quality Service
- Leadership
- Delivering at Pace
- 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 Pension Scheme with an average employer contribution of 27%.
- Alternative working practices such as working from hom