Tasked with the support of business users and systems across the UMG group of businesses. To provide 1st and 2nd support for all IT infrastructure and business systems issues. Also to carry out hands-on IT project implementation (software and hardware) and to improve IT management systems.
Key Responsibilities:
1. Manage and own support issues raised through the Service Desk and to ensure that call resolution meets agreed standards
2. Develop and improve our ITIL capabilities
3. Take part in, or lead IT projects such as software implementations, hardware commissioning etc.
4. Provide technical and administration support for the successful operations of infrastructure and business systems
5. Work closely with other members of the IT team, business users and suppliers to establish robust processes to maintain high levels of service delivery and systems availability
6. Through continuous improvement strive to provide an optimal level of service to our stakeholders
7. Create and maintain technical documentation as required and ensure that relevant details are shared within the IT team
8. Actively support best-practice through adherence to Unipart Way principle and use of Unipart Way tools
9. Due to the changing nature of the business, the job holder may from time to time be required to undertake other activities of a similar nature that fall within their capabilities
Specific responsibilities include:
1. Provide 1st line helpdesk and telephone support
2. Provide 2nd line support remotely and in person as necessary
3. Troubleshoot technical problems and follow through with robust solutions
4. Escalate problems to other members of the team or 3rd party suppliers as appropriate
5. Take a leading role in IT project planning and implementation
6. Install and upgrade software and hardware
7. Assist in the management and configuration of networking equipment and firewalls
8. Plan and implement improvement projects such as device roll-outs, shop floor systems, servers and clusters, Active Directory upgrade etc.
9. Provide out-of-hours support when required
10. Ensure that all issues and requests are logged and documented with appropriate detail
11. Monitor key system components checking for issues or errors
12. Maintain hardware and software asset registers
13. Contribute incident and investigation reports
14. Manage PC and laptop installations and roll-outs
15. Maintain stocks of IT equipment spares
16. Carry out regular (daily/weekly) checks and workplace audit tasks
17. Miscellaneous related support tasks as required for comprehensive IT service delivery
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