Information Support Assistant

Swindon | Other

Information Support Assistant

UK Defence Academy

Shrivenham, SN6 8LA

Full time, Permanent (37 hours per week) 

£20,701 per annum plus benefits 


Serco have an exciting opportunity for a Information Support Assistant to join the team at the Defence Academy based in Shrivenham. Sitting within a beautiful and secure site, the Defence Academy hosts 2 lakes and is surrounded by acres of scenic woodland. The Academy trains the future commanders and staff officers of all three UK Armed Services and those from many countries around the world.


Serco is contracted to provide Total Facilities Management to the Defence Academy of the UK (DA). This prestigious establishment is responsible for post-graduate education and the majority of the command, staff, leadership, Defence management, acquisition and technology training for members of the UK Armed Forces and MOD Civil Servants. Serco supports the DA as the MOD's primary link with UK universities and international military educational institutions.


The Information Support Assistant role is a position within the Defence Academy Information Management structure.  Working within the 'iHub' (Information Hub) as part of a friendly, motivated, energetic, and supportive team the role of the ISA is to undertake information management and information assurance duties in a Microsoft Office 365 environment, which brings together a unique blend of customer service, information administration, user support and software exploitation.


Main responsibilities of the role include:

  • Handle telephone calls, emails, self-service and customer visits to the iHub.
  • Ensure all incidents & requests are correctly recorded and managed via the appropriate tool and in accordance with policies and processes
  • Provide support and advice to users on ways of working and information management in a Microsoft M365 environment
  • Administration of SharePoint and MS Teams
  • Provide first line support for MOD issued devices and equipment (laptops, smartphones)
  • Raise and manage incidents and requests with central MOD support contracts
  • Facilitate access for third-party engineers to site and buildings
  • Liaise with other iHubs, MOD sites and the central MOD network support organisation as required
  • Ensure protocols, policies and standardisation are adhered to, and conduct assurance and compliance audits of the organisation's information estate


What you'll need to do the role 

  • Strong IT literacy, and prior experience using Microsoft Office 365 including Teams and SharePoint. 
  • Excellent customer service and communication skils, both written and verbal.
  • A methodlogical approach to working.
  • You will need to be able to demonstrate timely problem-solving skills, and be confident and assertive.
  • You will need a high-level of attention to detail, and be able to work proactively and prioritise conflicting workloads. 
  • Full SC clearance with 3 months of employment.


    To discover more about our careers in Defence, meet our team, and to find out more about what we offer, please follow this Link. We're also a signatory of the UK Governments Women in Defence Charter, to find out more please click here.


    Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


    At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. As a proud Disability Confident Leader and holder of the Silver Inclusive Employer Standard, disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 


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    Expiry Date
    23/06/2023 02:55:00
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