Apply Now by sending your CV via the button below
Role overview
- Support users via the service desk remotely and in person
- Issue, repair and arrange return of all IT equipment
- Maintain and support the IT landscape including Active Directory, M365 etc.
- Monitor and test Backups
- Manage starter onboarding and leaver offboarding for IT equipment and applications
Responsibilities
Ticketing system
- Pick up and resolve tickets within the SLA
- Manage ticket queue and sort by priority
- Triage and pass tickets to the correct IT resource
Equipment
- Issue IT equipment to new starters and arrange returns of equipment from leavers, ensuring to update the tracking software
- Build, configure and arrange repair of IT equipment, including liaising with 3rd party manufacturer
- Maintain stock levels on-site and ensure that listings are accurate
Maintaining IT Landscape
- Update Active Directory to ensure that starters/leavers and any changes are done correctly
- Liaise with colleagues managing our M365 area, ensuring that licensing and mail set up are correct and working
- Maintain other tracking and asset management software
DCC
- Demonstrate a strong awareness of and commitment to Ethics & Compliance and the DCC Group Code of Conduct
Time allocation
- 15% Equipment
- 70% Ticketing system
- 15% Maintaining IT Landscape
Skills required
Background/experience
- Proven track record with troubleshooting and delivering an excellent service to key stakeholders
Specific job skills
- Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
- Ability to communicate clearly at a technical and end user level
- Good knowledge of Active Directory and Software Deployment
- Good understanding of PC hardware for fault finding
- Fault resolution skills relating to laptops, PCs, printers, scanners, switches, web and browsers
Competencies
- Drives results
- Optimizes work processes
- Manages ambiguity
- Collaborates
- Customer focus
- Self-development
Required mindsets and behaviors
- Highly organized and able to manage time effectively
- Positive and “can do” attitude
- Professional image
- Passion for personal development
- Calm in pressured and time-limited situations
Reporting lines / interfaces / cross-department
- Reporting to: IT Team Leader
- Direct reports: None
- Cross department: All departments
Location
- Based at Vision 27, Basingstoke
- Travel as per required
Accountability metrics
- Respond to tickets within the required SLA
- Management of queue
- Hit the required milestones as per the IT objective plan
Values and Behaviors
- Customer centric
- Do the right thing
- Every voice heard
- Make things simpler, better, faster
- Test & learn
- Own it
Apply Now by sending your CV via the button below
