Responsibilities:
1. Provide 2nd line support in a calm, professional, and customer-focused manner, adhering to SLAs to support internal customers throughout the business.
2. Assist with the implementation of system changes, migrations, and upgrades in line with a change control process, enhancing existing services to meet or exceed agreed service levels. Conduct testing of new releases in a controlled environment before migrating to live.
3. Take ownership of tickets escalated from the Service Desk and manage them throughout their lifecycle, ensuring relevant stakeholders are kept informed at all stages.
4. Deploy approved hardware and software across the business following agreed practices, ensuring adherence to security procedures.
5. Support a range of applications across a defined portfolio and assist in incident and problem resolution across the business. Fulfil service requests, using escalation procedures when required in accordance with ITIL®.
6. Collaborate, share knowledge, and learn from others to develop technical skills, providing resilience in key areas. Create and maintain support documentation to enable resiliency and knowledge transfer within the team. Define and maintain Knowledge Articles to cascade information to the Service Desk.
7. Work closely with third parties and stakeholders to build strong relationships and achieve swift resolutions to incidents requiring escalation outside the IT department.
8. Co...