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Key responsibilities & accountabilities

• Staff the Service Desk telephone line during core business hours.
• Be the initial response for all IT related requests into the Service Desk.
• Triage calls not automatically allocated an SLA within the Service Desk.
• Investigate and solve all IT requests that come into the Service Desk to the best of their ability.
• Escalate to 2nd line support where there are knowledge gaps within processes or where they cannot solve a call.
• Manage service desk requests and liaise with external Suppliers on requests that are serviced externally. Also ensure that these requests are solved within SLA and bring failing requests to the attention of the IT Support Manager.
• Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution
• Ensure that Company IT policies are adhered to
• Keep abreast of new developments in software and hardware
• Administrate the movement of Company IT hardware within the Service Desk and associated spreadsheet registers.
• Administrate the allocation and movement of Company IT software and licenses within the Service Desk and associated spreadsheet registers.
• Where required, document new processes and publish them on the support portal.
• Schedule automated reports using SP Reports.NET, Crystal Reports Scheduler and SQL Reporting Services Scheduler.
• Assist in elements of IT projects where required.
• Assist all hardware Technicians in project work as and when required
• Maintain a log of all technical faults using the Support Desk software
• Liaise with external support agencies to resolve faults speedily
• Liaise with external suppliers for the repair of equipment under warranty
• Contribute to the continual improvement plan of the department
• Undertake all activities in line with Company Health, Safety, and Environmental policies and procedures and participate in the development of a safe and healthy workplace

Key competencies

Agility – Ability to demonstrate quick decision making. Responsive to customer needs and is focused on delivery. Willing and able to adapt and flex approach to changing business and customer needs.

• Customer focused and able to flex approach to meet different stakeholder requirements
• Delivers on commitments
• Able to manage in ambiguity and manage multiple priorities
  Identifies change opportunities and drives change through the company

Partnership – Collaborates across the company and fosters long term relationships internally and externally. Communicates effectively, managing all stakeholders. Promotes effective team working which supports knowledge sharing and a positive and respectful working environment.

• Builds strong internal and external working relationships and networks
• Pragmatic approach
• Creates an environment where individuals can openly question, share information and give feedback.
• Genuinely values others’ input and expertise and is willing to learn from others

Innovation –Proactively seeks ways to improve products, services and processes. Demonstrates a creative approach to solving problems and generating innovative solutions, which may include simplification, automation and digitisation.

• Understands the bigger picture
• Questions and challenges others to get to the root of people and business issues
• Curious, drives changes across the business through people and culture

Integrity – Takes accountability and owns issues. Finds solutions to challenges and is trusted to deliver consistent high quality outputs.

• Maintains highest levels of integrity and confidentiality
• Demonstrates empathy, tact and diplomacy when dealing with sensitive/ difficult situations
• Takes accountability for delivering consistent high quality outputs
• Openly challenges poor practices

Qualifications or equivalent experience

• Have a sound knowledge of MS applications (O365 experience would be a bonus)
• Ability to work independently and as part of a team
• Have sound knowledge of all business processes around applications used in a busy IT department within a medium to large business
• Be able to install, configure and administrate all applications used within the business on the laptop\desktop of Company users.
• Demonstrate practical knowledge and problem-solving strategies
• Have a high quality inter-personal skills N/A
• Configure all the devices used by the company prior to deployment to the user, e.g. Mobile phones, PCs, Laptops, Printers, Pocket PCs and other peripheral items.
• Proven ability to provide ‘hands on’ support for deployment of new equipment and/or resolution of faulty equipment

Skills & Knowledge

• Have a good understanding of IT Processes
• Be able to communicate clearly and concise on the Phone or Face to face
• Be able to work to tight deadlines
• Be able to work as team but also on their own (as we are a remote department)