Act as first point of contact for the IT user community.
Delivering excellent IT Support services to the user community across the Group sites.
Work on specific projects within the Technology Transformation Programme and then share the knowledge and skills you acquire with the rest of the team.
Where issues and incidents are complex, and you have been unable to resolve them in a timely manner, you will escalate the issue within the team.
Responsibilities
1. Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies.
2. Resolve Standard Service Requests related to End User Computing.
3. At times provide cover for the Support Desk Analyst, logging received requests with a high level of quality and detail to ensure accurate records are entered and maintained in the IT Service desk system, providing a regular review of progress and communications to the user on status.
4. Help to develop processes and methods of operating that conform to ITIL disciplines.
5. Communicate fully and effectively with users throughout the case lifecycle, ensuring that the user is fully aware of the status of their case.
6. Provide the highest level of service by meeting or exceeding service SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
7. Work from or travel to company sites to provide extended End User Computing services to the user beyond that provided from our offices as required.
8. Ensure that all work carried out for users is recorded in the in-house systems such that work is correctly attributed and enables us to accurately demonstrate the performance of the service to the business units.
9. Maintain a level of technical competence that remains current and fit for purpose in your role, highlighting any training needs to the IT Operations Manager where appropriate.
10. Training other members of the team to increase overall knowledge and competencies improving the levels of service.
11. Support the 3rd Line Engineer under their direction and support.
12. Develop strong knowledge of our businesses and functions.
13. Some out-of-hours support may be required.
Experience Required
Technical knowledge of the following would be ideal –
1. Windows Desktop 10 / 11.
2. Windows Server 2016+, Virtual appliances, SQL Server.
3. Cloud Services – Azure, Email, Office and Third Party.
4. Active Directory – Hybrid Azure on Prem.
Other requirements –
1. Driving licence and own transport – essential.
2. Outstanding verbal and written communication skills, with the ability to clearly and plainly explain complex situations.
3. High attention to detail and organisational skills.
#J-18808-Ljbffr