Careers

Main Purpose of the role

The IT department are based at our Birmingham office, providing support and solutions for over 700 users in 11 countries across the EMEA region. Ensuring the department maintains high work levels and helps to deliver the IT and Business strategy, an experienced IT 1^st / 2^nd line support member is required.

The successful applicant would reinforce the support team and help maintain good customer service levels to the business. Travel to other offices may also be required.

Primary Responsibilities

• To provide first & second level support to all internal/external customers
• To be able to liaise technically with 3^rd line support handing over tasks and working alongside them.
• Liaising with internal customers to understand, document and fix their issues
• Ensure all helpdesk requests are logged and dealt with following our agreed procedures and service level agreements.
• Work with a team leader on developing, improving and supporting key procedures and policies.
• Installation, configuration, and maintenance of a variety of desktop and mobile devices.
• Get involved with other departmental projects to assist in the rollout and support of new incentives.
• Work within the team taking responsibility for key areas
• Continually learn and improve your skills on all business related systems and applications.
• Liaising with third parties for additional support
• Carry out stock checks and purchasing tasks.
• Diagnosing and solving hardware/software faults
• Analysing call logs to spot trends and underlying issues and making recommendations to prevent future issues.
• To ensure that all work and support is carried out to a high level of competency, meeting agreed service level agreements.
• Demonstrate and train end users on key systems and applications where required
• Working on environmental related projects and tasks
• Working with health and safety related projects and tasks
• Dealing with new starters and leavers in the business

What skills are we looking for?

To be successful in this role you must be committed to continuous improvement in all areas of your responsibility, demonstrate an organised and professional approach to the tasks you are given, have an imaginative and creative approach to resolving issues, Self-motivated and able to work unsupervised, strong communications and excellent customer service skills.

You will have proven experience working in an IT helpdesk support team, must have an understanding of LAN, WAN network and communications, must be proficient using Windows 10 operating system and Office 365 cloud admin.