Location:

Reports to:IT Technical Support Team Lead

Principal Accountabilities:

A 2nd line Technical Support analyst, with demonstrable hands on technical experience, to provide dedicated support off-site from head office, and within the existing team, (Technical Deskside Support) providing a robust, efficient and skilled service to maximise the resolving capability of these teams.

To work closely with all other IT support teams, playing a key role in major incident service restoration activities, providing technical guidance and support and work with other cross functional areas to resolve service incidents and problems as quickly as possible.

Direct business interaction is a key part of this role to deliver excellent customer service and manage customer expectation effectively; ensuring that Service Level Agreements (SLA’s) are adhered to and quality thresholds are maintained.

Duties and Responsibilities (not limited to)

·Support the leadership of the 2nd line Technical Support, Front Office Support and AV/VC Support teams managing workloads to ensure an efficient and effective service

·To provide technical to the IT Technical Support Teams

• Ensure an ITIL best practice approach to both Incident and Problem management processes, in line with agreed SLAs

·Proactively assist with the management of team work queues ensuring that all Requests, Incidents and Problem tickets are processed, updated and completed in a timely manner and in accordance to our procedures.

·Work closely with the IT Service Desk to promote cross-skilling and technical development of the 1st line IT Service Desk team to increase 1st line fix rate and decrease the numbers of tickets passed from 1st to 2nd line

·Build and maintain effective working relationships.

• Ensure that Knowledge Articles are documented and maintained to enable efficient delivery of customer service

·Ensure full compliance to security policies, procedures, controls and agreed SLA’s.

·Provide, on request, key management information for inclusion within team / departmental reports (e.g. dashboards, rag status, SLA’s, KPI’s. risks/issues).

·Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements, e.g. liaising with stakeholders Identifying improvements to the service provided.

·Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures.

Key Skills and Competencies:

·Strong technical hands on experience essential

·Demonstrable experience/knowledge of working in an ITIL environment and the ITIL lifecycle

·Experience working with Office 365 and collaboration tools would be advantageous

·Strong and demonstrable technical support and desktop management skillset, ideally but not limited to Windows 7/10, Microsoft Office, App-V, SCCM, AD, Group Policy, Citrix

·Understanding of basic networking, TCPIP, DNS, DHCP etc.

·Strong customer service and support focus with a desire to deliver a high quality customer focused service

·Self-motivated and highly professional with ability to lead and take ownership and responsibility

·Ability to multi-task, work under pressure and to tight deadlines

·A desire to learn and improve skills and knowledge

·Adaptable and flexible to business demands

·Strong organisational and planning skills

·Positive ‘can-do’ attitude

·Extensive problem solving and troubleshooting skills

·Excellent interpersonal and communication skills

Salary £24-26k pa