Your role

PLEASE SPECIFY THE ROLE AND SITE LOCATION WHEN APPLYING

MAIN PURPOSE OF THE JOB:
To work as an integral member of the IT Service Delivery Team providing prompt responses and effective resolutions to L1 & L2 requests for service and support generated within the business in order to support business continuity and maintain a standard of excellence within the department.

Primary Requirements:

• Receipt and triage of incoming requests for service and support within the IT Service desk software solution. Email, phone, in-person.
• Responsibility for progression of requests utilizing good time management, and providing regular requester updates through to resolution, in line with agreed service levels.
• Technical troubleshooting, fault finding, resolution implementation and testing.
• Collaboration and escalation to relevant teams where required. Work logging.
• Procurement, configuration and deployment of hardware and software as required in line with standardized department policies, budget, and managerial approval.
• Active participation in daily team meetings, monthly group meetings, feeding back issues and providing customer and business insight.
• Creating and updating centralized technical documentation as required
• Careful and considered approach to hybrid working requiring physical onsite presence as per business/team requirements.
• Assistance with departmental projects when requested.
• Receipt and triage of incoming requests for service and support within the IT Service desk software solution. Email, phone, in-person.
• Responsibility for progression of requests utilizing good time management, and providing regular requester updates through to resolution, in line with agreed service levels.
• Technical troubleshooting, fault finding, resolution implementation and testing.
• Collaboration and escalation to relevant teams where required. Work logging.
• Procurement, configuration and deployment of hardware and software as required in line with standardized department policies, budget, and managerial approval.
• Active participation in daily team meetings, monthly group meetings, feeding back issues and providing customer and business insight.
• Creating and updating centralized technical documentation as required
• Careful and considered approach to hybrid working requiring physical onsite presence as per business/team requirements.
• Assistance with departmental projects when requested.

Secondary Requirements:

• Support, encourage and develop colleagues where possible and where holes in knowledge exist
• Provide cover and progression during annual leave of colleague’s ongoing responsibilities
• Endeavor towards becoming a site specialist for the designated home site
• Develop an understanding of the manufacturing business at large in order to support the changing business needs
• Actively pursue professional development through negotiated career paths, training, and certification if desired and in line with regular personal development reviews.

EDUCATION, QUALIFICATIONS AND EXPERIENCE:

• At least 1 Year experience working in an IT support background
• Additional training will be provided by the company for specific applications and projects
• Evidence of passed institutional certification to at least college/6th form level.

MINIMUM REQUIREMENTS FOR THE JOB:
Knowledge

The applicant must demonstrate the following proficiencies:

• Supporting a Microsoft Enterprise End-User environment. Latest Windows OS, Print Servers, DHCP, DNS.
• Deployment, configuration, and management of end user endpoints.
• Thorough hardware/software troubleshooting skills and methods.
• Basic understanding of Enterprise Endpoint Cloud technologies. Endpoint Manager/Intune.
• Basic understanding and support of networking technologies/methodologies.
• Awareness of Cyber Security best practices.
• Telephony and Mobile Communications.

Skills:
The applicant must be able to demonstrate the following skills:

• Strong background in 1st and 2nd line support
• Abilities to install and administer computer hardware, software, and network components
• Time management and prioritisation skills
• Analytical, troubleshooting, and problem-solving skills
• Decision making skills
• Effective verbal, presentation and listening communications skills
• Effective written communications skill.

Details

Location: Rotherham

31/10/2022

Contract: Permanent