About the job

Summary

Defence Digital provide digital and technology services to our Armed Forces, ensuring they can operate securely via radio, satellite, and the internet. Operating at scale, with an annual budget in excess of £2Bn and a diverse team of 2,500 colleagues, we're aiming to make our Armed Forces some of the most technologically advanced in the world. To do that we're growing our capabilities in disciplines like data science, automation and cyber security. If you can see yourself contributing to the world of Defence digital and technology, the next chapter of your career may be with us!

This position is advertised at 37 hours per week

Job description

The Service Desk Analyst position is an interactive customer role, answering and resolving queries and escalating when required. You will be part of a small team delivering High Grade Messaging (HGM) services to the wider MOD and other Government departments.

This role sits within the UK Strategic Command, Defence Digital Ops J3 area and forms part of the team structure, providing 24/7/365 service delivery to a select customer base, within the UK and overseas.

The team and you:

We are seeking a flexible, dynamic and capable person to join our front facing team and take on an exciting and interesting role. You’ll be providing day to day operational support, with technical service support and excellent customer service; collaboratively working with Defence Digital colleagues and suppliers to restore services during instances of faults, outages and system upgrades.

Responsibilities

The successful candidate will be required to:

• Maintain network connectivity between interconnected systems and agencies, ensuring traffic flows are maintained and problems addressed.

• Monitor and control the HGM mainframe servers, responding to any faults or diagnostic issues identified within the hardware or application software.

• Prepare sensitive signals or other material for onward delivery, via recognised Special Handling facilities.

• Maintain document control and records in accordance with current security control rules.

• Complete routine and unplanned operational tasks at the primary and secondary location as directed by the Line Manager. Short distance travel across Whitehall is essential.

• Support Line and Area Managers when required and advise on any issues affecting the Communications Centre.

Location: The post will be based at Whitehall, London. Posts based in London will attract the relevant London weighting.

Dependent on the ‘tasking’ and business need, there may be a requirement to travel to meetings within the UK (or potentially occasional overseas visits). This post does not offer any assistance with relocation allowances.

The successful applicant will be part of a 4-person team, which operates a 1 in 4 shift roster: 4 days on, 4 days off pattern. The successful candidate must be able to work below ground level and under artificial lighting conditions.

Working hours: 24/7 shift work - 2 x 12-hour days, 2 x 12-hour nights, followed by 4 days off.

A shift allowance of 20% is payable for this role.

This is a Reserved post and an additional Sensitive Post Check (SPC) will also be required.

Behaviours

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

• Leadership
• Changing and Improving
• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace