Senior End User Operations

2 weeks ago

Hartlepool, United Kingdom NEC Software Solutions Full time

Company Description

Come join us and make a difference in the world

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

**Job Description**:
The senior End user administrator role is to provide a technical point of contact for all Internal colleagues, to receive support and maintenance within the organization's IT. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal performance.

You will troubleshoot issues in person, by telephone, or via remote access in a timely and accurate fashion, and provide end-user assistance where required

You will also play a part in ensuring End User systems VDIs are performing ready for the working day. You will be assisting other support teams members to plan, coordinate, and implement any projects relating to the End User estate. The Senior will have excellent interpersonal skills and an organised approach, with the ability to adapt and respond to ad-hoc queries in a timely manner.

This is an exciting opportunity for someone with demonstrable End User Support experience to help deliver first-class IT support.

**BAU Role involves**:

- Support a cross platform environment, including Windows 10 & 11, IOS
- Document, track, and monitor all problem on the Helpdesk system (Ivanti ISM) to ensure a timely resolution
- Induct all new staff members on IT procedures, policies and best practice.
- Maintain and encourage best practice across the business e.g. file sharing, encryption etc.
- Procure, configure, manage, maintain and develop desktop PC's, laptops, tablets, mobile technology and printers
- Work with the wider CST teams to schedule upgrades and security backups of hardware and software systems
- Facilitate secure access to the network for remote users
- Providing users with appropriate support and advice
- Keeping up to date with the latest technologies
- Identify opportunities for improvement and makes constructive suggestions for change.

**Senior Role Involves**:

- To act as technical escalation for the End User Operations team and or external customers
- Work with the team on outstanding incidents and tasks and remove any blockers
- To be a technical lead for projects impacting or relating to the end user estate
- To be empowered to make decisions on behalf for the team lead and team manager
- To act as point of contact in the absence of the team leader
- Providing technical and procedural documentation to support BAU
- Contribute to continual service improvement not just for the technical elements but also supporting processes
- To work with the wider business to understand what is coming through the pipe line for the team and articulate those requirements to the team lead
- To lead technical activities associated to Cyber Essentials Plus
- To help the team drive cost efficiencies for hardware and software expenditure

**Qualifications**:
**Experience and Knowledge**:

- Proven technical knowledge of current protocols, operating systems and standards.
- Ability to operate tools, components and peripheral accessories.
- Software and Hardware Troubleshooting
- Windows 10 & Windows 11
- Microsoft 365
- Microsoft InTune
- Trend Apex One
- Trend Proxy
- Bitlocker end point encryption
- Windows and third-party patching processes
- Understanding of Cyber Essentials Plus
- Understanding ITIL process

**Personal Skills**:
**Essential**
- Must be role model standard for the team
- Excellent communication skills both verbally and written
- Must be able to think outside the box
- Able to motivate others
- Must be able to build relationships with other colleagues outside of the team
- Must be self-driven
- Must be able to work on multiple items at the same time
- Able to maintain professional demeanour under stress
- Must understand all internal (end user) processes

**Desirable**
- Self-confidence and interpersonal skills
- Planning and organisational skills
- Good administration management skills
- Strong listening skills
- Able to operate effectively in a team environment with both technical and non-technical team members
- Able to manage time effectively, set priorities appropriately, schedule calls

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