The Role:
We are looking for a proactive individual to provide first line support and assist with the closure of all service requests, problems and incidents that relate to IT services and infrastructure. This includes:
1. End-User Computing (EUC)
2. Hardware & Logistics
3. Application Support
4. Managed Print Services
5. Identity Access Management
6. Email
7. File Management
The primary objective of the IT Service Desk is to ensure the performance and cost-effectiveness of our technology, application, and infrastructure solutions. This involves promptly identifying and resolving outages or performance issues, providing first-line support to end-users, and ensuring minimal disruption to business operations.
In addition, this role will also provide IT support and administration to all back-office systems, which includes bespoke Insurance and Referencing systems. You will also oversee desktop environments for the Group and offer technical assistance to external customers, primarily letting agents and landlords.
Furthermore, the role encompasses active participation in the continuous rollout of Service Desk projects, supporting the Service Desk Manager and Infrastructure team as needed.
The IT Service Desk operates between the hours of 08:30 and 17:30 Monday to Friday with Saturday cover from 09:00 to 14:00 on a rotational basis (overtime paid).
Responsibilities:
Service Management
8. Take full responsibility for managing service requests, incidents, and problems from start to finish. This encompasses logging, prioritising (triaging), responding promptly, providing regular updates, and achieving resolution.
9. Provide timely support for hardware, software, access issues, and essential bespoke internal applications.
10. Ensure strict adherence to agreed Service Level Agreements (SLAs), both internally and externally, and handle any breaches by following escalation procedures.
11. Escalate complex issues to the Service Desk Manager, Infrastructure Manager, or other relevant IT teams as necessary.
12. Proactively identify and address trends related to Service Management to enhance the overall user experience.
13. Execute the starters, movers, leavers equipment process, ensuring alignment with predefined group policies.
14. Maintain appropriate auditing, monitoring, and reporting mechanisms for all relevant services.
15. Act as the principal point of contact between internal end users and external suppliers, fostering strong working relationships and efficient processes.
16. Work independently and collaboratively within the team to ensure tasks are executed with precision, accuracy, and cost-efficiency.
17. Maintain and support the IT hardware and software desktop environment.
18. Have a strong focus on continual service improvement.
19. Assist in the development of Service Desk processes, policies, and documentation.
Experience, Attributes & Skills:
Essential:
20. GCSE Maths and English (or equivalent).
21. Awareness of ITIL processes and other industry standards & best practices.
22. Demonstrable experience within a busy IT support environment.
23. Extensive knowledge of computer hardware systems.
24. Familiarity with general OS systems and Office Software.
25. Practical experience of SQL primarily MySQL 4 and 5
26. Technical Support/Problem Solving skills
27. Incident Management and Request Fulfilment
28. Knowledge of Microsoft, Android and iOS systems and technology
29. Working within a matrixed team
30. Proactive problem solver and independent thinker.
31. Structured and organised - can prioritise and manage a demanding and agile workload.
32. Excellent communication and stakeholder management capability
33. Good attention to detail and ability to think laterally
34. Resilient and positive attitude.
35. Flexibility to travel.
Desirable:
36. ITIL Foundation
37. A-Level or Degree (or any other professional qualifications)
38. Insurance and/or Financial Services experience
39. Experience in technology & infrastructure migrations, user access management in a multisite environment and SaaS management.
40. Knowledge of VOIP Telephony, Printers/MFDs, Wide Area Network (including Firewalls), regulatory compliance and Identity Access Management.
Further information:
As well as a competitive salary we offer the following benefits -
41. Competitive holiday allowance with the annual option to buy additional days
42. Death in Service benefit of x4 salary
43. Company pension scheme
44. Enhanced maternity and paternity leave packages
45. A flexible benefits package which allows you to add additional benefits to your overall package
46. Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
47. Referral schemes
48. Discounted rates on PIB products
49. We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
50. If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
51. We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
52. PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
53. Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
54. PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.