Provide frontline end-user support for MOD platforms, addressing user requests, managing incidents, and ensuring an efficient service experience for users across OFFICIAL and SECRET tiers.
Key responsibilities include handling incident and service request management, using Jira ITSM, and resolving user issues with a customer-focused approach.
* Proven experience in a Service Desk or Helpdesk environment
* Proficiency in Jira ITSM and a strong understanding of ticketing workflows
* Excellent communication and interpersonal skills
* Strong problem-solving abilities and experience handling high-priority incidents
* Skilled in using data and reporting tools, such as Power BI
* Familiarity with ServiceNow for application support and workflow management
* Basic understanding of AWS CloudTrail and CloudWatch for monitoring system logs
* Knowledge of ServiceNow CMDB for asset and configuration management
* Experience with AWS IAM and ServiceNow RBAC for managing user access and permissions
* Exposure to MOD or similar high-security environments
Main duties include:
* Handling user-reported incidents, service requests, and escalations using Jira ITSM
* Providing direct support to end users across applications managed in ServiceNow within AWS
* Managing and tracking incidents in Jira
* Collaborating with technical teams to address recurring issues
* Generating user support performance reports in Power BI
Requirements include a DBS and BPSS security checks, and the ability to travel as required.