IT service delivery including Incident, Problem, Change and Release Management processes along ITIL best-practice guidelines, focusing on break-fix and maintenance tasks as well as general user support.
* Full logging of all incidents raised by users and IT, whether RFFs, RFCs or RFIs
* Full logging of all steps taken to resolve incidents
* Identification of incident trends in order to escalate to problem status in order to reduce incident rates
* Capturing of satisfaction feedback from users
* Supporting the move to user self-service by ensuring knowledge base articles and training is effective
* Supporting the continuous improvement of IT service delivery, improving closure & satisfaction rates
Other Responsibilities but not limited to:
* Active Directory management, with the creation of new users, day-to-day support issues, and managing leaver accounts
* Reinstallation, build, hardware/software fault diagnosis
* Mobile device support and asset management
* Documenting resolutions to build up and maintain the internal knowledge base articles and create help documents that can be shared with the wider teams.
* Occasional travel to other NVS locations to deep dive into challenging issues.
* Regular engagement with user base, e.g. weekly tips email, posters, Intranet postings, etc.
* PC / Laptop builds
* 1st line support
* Application Support
* Infrastructure Support
Personal attributes:
REQUIRED:
* Naturally customer-facing and service-orientated
* Flexible in terms of hours and location
* Innovative by nature and happy to experiment with new technology solutions in controlled environments
* Pro-active and with a positive, can-do attitude
PREFERRED:
* Problem-solving ability
* Experience of working in a team
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