Location: Winnersh
Department: IT
Summary
The role of the Sr. Specialist – IT Services and Support is to provide overall support for all computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure the efficient and successful operations in accordance with Hollister’s business, security, and IT standards, policies, and procedures.
The Sr Specialist – IT Services and Support documents computer related problems and provides basic troubleshooting solutions as appropriate, escalating to other units within IT for resolution.
The Sr Specialist – IT Services and Support assists with the planning and participating in the implementation, migration, moves, and maintenance in the computing environment, playing a vital role in shaping the defined metrics and benchmarks are met or exceeded.
The Sr Specialist – IT Services and Support assists with the design and implementation of standards and processes to provide effective customer service and meet departmental requirements.
The Sr Specialist – IT Services and Support will assist other IT groups with the administration of IT infrastructure. They will also participate in the rotation for 24/7 on-call support related to system availability and client support.
The Sr Specialist – IT Services and Support may be required to assist other Global IT groups with project work. This may include working off hours or traveling to other Hollister locations.
Responsibilities:
* Effectively engages with other IT groups to deliver IT services.
* Proactively drives team collaboration in resolving technical issues for applications, desktops, laptops and mobile devices and configuring equipment.
* Act as Service Desk subject matter expert in regards to computing problems related to hardware, operating systems, applications and products.
* Serve as the IT single point of contact for Associate technical inquiries for support.
* Advanced Configuration: performs complex configuration, administration and maintenance duties for desktop systems, laptops, peripherals and related equipment.
* Mentoring: provides technical leadership and mentoring to junior Service Desk team members.
* Provide front line technical support for Hollister’s computing environment.
* Lead the development of support documentation of Hollister's end user technology.
* Assists the Asset Management Coordinator with the maintenance of the hardware and software configuration items using the CMDB databases and facilitates inventory audits.
* Be directly involved in strategic planning and implementation of desktop tools and systems.
* Builds service relationship with Business Units; attending service reviews for key business units, reviews performance reports, maintains service improvements, quality and processes.
* Assists with the development of continuous improvement services for the Service Desk.
* Develop support documentation of Hollister’s end user technology.
* Work as a team resource for performing installation and maintenance of technology at various Hollister locations globally.
* Ascertain the criticality of incoming requests and assigned priorities and inform Service Desk manager or senior level technicians of critical issues.
* Identifies avenues for continuous improvement for services within scope of responsibility, including new approaches and processes.
* Provides management and performance reports as required.
* Maintain in-depth working knowledge of business and technology.
* Remain current with emerging industry trends.
* Envision new capabilities to meet business needs.
* Develop a working knowledge of Hollister’s end user technology.
* Use an incident management system to track Associate technical requests for diagnostics and resolution.
* Endeavours to achieve set metrics and key performance indicators (KPIs).
* Maintains continuous improvement of services within scope of responsibility.
* Responsible for tracking and facilitating customer communication, via phone and email to follow-up on open issues.
* Communicate status of open ticket in accordance with Service Level Agreements (SLAs) and quality standards.
* Responsible for escalating incidents to other IT Units in accordance with Service Level Agreements (SLAs) and quality standards.
* Provide a logical and structured approach to troubleshooting, decision making and team emphasis with attention to superior customer service.
* Contribute to the ongoing cycle of improving Service Desk processes.
Essential Functions of the Role:
* Provide front line support and full ownership of the ticketing system to address customer related concerns and queries in an approachable, timely and effective manner.
* Expertise in managing multiple tickets and prioritizing requests as appropriate.
* Analyse trends in IT Support and develop strategies for improvement.
* Troubleshoot networking and operating system issues at an in-depth level.
* Ownership of high priority issues that impact the Service Desk and performing root cause analysis.
* Strong relationship building to maintain internal and external stakeholders as well as managing and coordinating supplier partnerships.
* Proficient in reading technical manuals / trade journals.
* Provide clear guidance, support and training to end-users on the effective use of Company technology, systems and hardware.
* Effective communication skills with the ability to appropriately explain technical details to a non-technical audience.
* Implement and monitor security measures to protect desktop systems from threats and vulnerabilities.
* Provide support for VIPs and other high-profile users within the organization.
* Travel via plane, train or automobile to other Hollister locations to provide Level 3 support.
* Participate in 24/7 on-call support for system availability and client support.
Work Experience Requirements:
* 5 – 8 years technical IT or customer service experience with Associate’s degree OR 7 – 10 years of progressive technical IT or customer service experience with a High School diploma.
* One or more of the following preferred but not essential; Cisco, CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals, Microsoft Certified: Modern Desktop Administrator Associate, Security+, ITIL certified.
Education Requirements:
* 5 – 8 years of experience with a BA OR 10 years of progressive IT experience in a support environment.
Specialized Skills/Technical Knowledge:
* Expert knowledge of Service Desk processes.
* Strong proficiency with Microsoft Office and MacOS, as well as standard business applications, computing hardware and proprietary software.
* Experience working as part of a global team and matrix organization; providing support to other global IT Teams to support customer needs as well as communicating / driving solutions for root cause analysis.
* Experience with automated delivery of applications and services.
* Experience with ITIL processes.
* Developing process flow diagrams and updating technical / systems documentation to reflect changes in system configurations and settings.
* Proven experience of analysing current information systems and making enhancements to increase effectiveness.
* Promote good cyber security practices and escalate any concerns in a timely manner.
* Experience of project work and implementing system improvements.
* Excellent diagnostics and troubleshooting skills.
* Perform diagnostics tests and maintenance procedures; reporting back any concerns or improvement ideas.
* Strong analytical and problem resolution skills.
* Strong customer service orientation and follow-up.
* Exceptional interpersonal skills, with the demonstrated ability to communicate effectively with Associates at all levels within the organisation.
What We Offer:
* The anticipated base salary range for this position is £45,000 - £55,000, depending on experience or other legitimate business factors.
* This position is also eligible to participate in the Hollister discretionary Corporate Bonus Scheme.
* Performance-related Annual Salary Review.
* Group Personal Pension Scheme with 8.5% employer contribution.
* Private Healthcare Insurance covering you / and your family members.
* Life Insurance Cover at x10 base salary.
* Group Income Protection Scheme.
* 25 annual leave + Bank Holidays (pro-rated for part time Associates), with the option to buy/sell annual leave.
* Comprehensive Employee Assistance Programme.
* Enhanced Family Friendly policies.
About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.
EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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