Role overview
The IT Service Desk provides a single point of contact for the MoD customer base. Its performance makes a direct contribution towards the areas of user care, satisfaction and quality. Your role is to ensure that all calls are answered, logged and either resolved first line or assigned to the appropriate team.
The job purpose is to provide a single point of contact between the MoD customer base and the Service Community, pperating on a shift rota covering 24 hrs a day - 3 shifts on, 3 shifts off.
The primary objective is to log calls on the call management systems, identify and resolve incidents by utilising any resources available which would include your knowledge base or liaising with other teams to achieve the quickest and most effective resolution method for the user.
Key activities
Logging calls to a high standard. If calls cannot be resolved first line, they should be routed to 2nd line teams ensuring that the severity, categories and assignment information is correct.
Carrying out shift tasks such as stack monitoring and email monitoring.
Maintaining good working relationships with 2nd line support teams
Adhering to the make busy target of less than 2.5 hours per day.
Ensuring that calls are handled within SLA, to quality standards of at least 80% and that processes are followed.
