First Line Support Officer x 2

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At the Defence Infrastructure Organisation (DIO) we manage the military estate. We are a Top-Level Budget Holder in Defence with a high-profile across the Department and wider Government. The DIO is on an exciting journey to transform the way we do business. Our role is diverse and the people who work for us carry out a range of exciting jobs spanning a number of professions; we offer a wealth of career opportunities for talented individuals looking to work as part of a team to deliver great results. All of our people share the common goal of supporting our Armed Forces.

The Chief Information and Process Office (CIPO) area within DIO Head Office is responsible for the delivery, management and assurance of all IT/IS strategies, policies, standards and services that are applicable to the DIO. CIPO has four key pillars; Requirements and Customer Service Team, Design and Transition Team, Delivery and Operations Team and Security and Assurance Team.

The DIO 1st Line Support Officer role provides 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 the TLB to deliver its outputs and is therefore a critical tool for the TLB Corporately and at an individual level in performing day-to-day activities.

Main duties of the role:

- Logging all IT related incident calls onto the 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 wherever possible

- Managing closure or escalation of calls as appropriate.

- Action requests for new IMS accounts within agreed Service Levels

- Action requests for changes to existing IMS accounts within agreed Service Levels

- Action requests for password changes within agreed Service Levels

- Provide regular reports and statistics on Incidents and Change Requests for IMS Programme and CIPO CMT

- Provide ad-hoc management information on Incident Management as required.

- Support SLA reviews.

- 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 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 through to completion.

- Update Incident Management System status and provide updates to end-users throughout Change and Release activities.

For further duties and details on any of these interesting and varied roles, please view the full advert on CSJobs by clicking on the apply link, should you have any difficulty please go to the CSJobs home page and search for the reference number.

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Closing date: 21st May 2015