Job Description
We are Defence Equipment and Support (DE&S). We manage a vast range of projects to supply and maintain vital equipment and services for the Royal Navy, British Army and Royal Air Force. Together, we deliver essential defence programmes - and strive for what's next. Because it helps keep our military at the top of their game and our nation safe, now and in the future.
Across our 12,500-strong organisation, we support all our people to be at their very best, fostering a family-friendly approach to flexible and hybrid working. After all, support is in our name.
We are recruiting multiple Junior IT Analysts to join our Helpdesk team, at our MOD site in Warminster. You will benefit from flexible working however, due to the nature of the work, you will be required on site every day for an initial 6-month training period.
You will be working on an Asset management system (JAMES) and answering any queries regarding JAMES processes from Tri Service personnel. You will be providing end to end user support of the JAMES system, in a technically challenging IT environment.
You will be responsible for delivering service desk support activity, gathering customer information to identify the reason for the email/call and attempting resolution or escalating/signposting where appropriate. This will require you to perform initial front-line support, provide technical advice to customers across defence and maintain quality service desk records to support the identification of trends.
As part of our team, you will be able to grow and develop the below;
- Call handling and questioning skills.
- Knowledge of processes and tools.
- Technical knowledge across the IT landscape and Operational teams.
This is a great opportunity to get experience and start your career within DE&S digital, with ample opportunities for development and progression.
Responsibilities
In this role, you will have the opportunity to:
- Contribute to the work of the team and function, to support continuous improvement and IT change.
- Apply policy, procedures, and standards to documentation.
- Identify and suggest process improvements and raise them with your team.
- Explore all communities of practice within IMIT and participate in working groups.
- Regularly share knowledge of common issues and working collaboratively with 2nd line support on how to resolve them.
- Be an active part of the IT operations community, attend meetings and participate in working groups.
Person specification
To be successful with your application, you will need to show that you meet the following essential criteria:
- Experience of standard use of IT packages such as Microsoft Office
- Experience in a Customer Service environment.
- Able to communicate effectively with different stakeholders across the business.
In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview:
- Information Assurance – Awareness
- Service Delivery and Operations – Awareness
- Delivering at pace – CSBC 2
- Communicating and Influencing – CSBC 2
Benefits
- 25 days’ annual leave +1 day a year up to 30 days, 8 bank holidays and a day off for the King’s birthday
- Flexible and hybrid working wherever possible, to support your work-life balance (though some attendance to the stated site is required)
- Market-leading employer pension contribution of around 27%
- Annual performance-based bonus and recognition awards
- Access to specialist training and funded professional qualifications
- Support for progression
- Huge range of discounts
- Volunteering days
- Enhanced parental leave schemes
Job Types: Full-time, Permanent
Salary: £26,000.00-£28,000.00 per year
Benefits:
- Employee discount
- Work from home
Schedule:
Ability to commute/relocate:
- Warminster: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Warminster
Reference ID: 1042