IT Co-ordinator

Working in the IT Service Desk Team to support our network of around 800 colleagues across 5 sites. Our Head office is base in Manchester(Sale) with occasional visits to our Manchester City centre(circa 35 staff) and Leeds offices(Circa 35 staff). When An employee reaches out for IT support, as the name suggests, they raise a ticket to our IT Service Desk team.

Your minimum 2 years’ experience will enable you to support the 1st Line technicians and your role will sit nicely between our 1st and 2nd Line team, with your expertise you would aim to grow into a 2nd Line role within 18 months.

An IT Co-ordinator should be an enthusiastic, self-motivated team player with a passion for delivering high service levels to our end-users aligned with customer focus.

**What we want you to do**
- Working closely with our 1st and 2nd line team to ensure the issue is resolved or escalated to the correct level
- Supporting a windows 10 desktop environment, supporting future upgrades
- Working as part of a team to help deliver small
- to medium-sized IT projects
- Log all calls on the call logging system - Jira ITSM
- Day to day management of the backup system
- Working on own initiative to diagnose and resolving technical issues.
- Understanding of Networking and TCP/IP Protocols;
- Proven experience using and troubleshooting Office 2016 / Office 365 within a network environment (permissions, calendar sharing, delegation)
- Experience of administering Office365 including, SharePoint Online (permissions, workflows, migration)
- Ownership around ensuring effective IT Asset Management and that the lifecycle is followed using Device42
- Administering Identity Management with Okta
- Help to drive improvement and implement new processes to ensure high levels of service, working closely with the 1st line technicians

**Success Measures**
- Achieve all agreed objectives with positively trending relative key performance indicators
- Shows consistent delivery and continuous improvement in knowledge and understanding of IT systems
- Exceptional internal customer feedback
- Track record of great judgement knowing when to fulfil a customer request, when to seek support, and when to escalate

**What you need to have already done to be right for this role**
- At least 2 years of experience working in IT Support.
- Experience supporting 1st line technicians to bring them up to speed to support the Business efficiently.
- O365 Administration.
- Exchange Server 2016 / Office 365 Exchange Administration.
- Working with System Centre Configuration Manager.
- Troubleshooting Network Issues for escalation.
- Active Directory Administration including GPO.
- IP Telephony Administration and Support.
- Identity Management Administration and Support.
- Basic Programming Skills (PowerShell, VB Script,.NET).
- Experience working in an ITIL Service Environment.
- Experience of identifying security risks / vulnerabilities and working with Information Security Team to ensure appropriate escalation.
- Perform daily and long-term asset management of hardware and software.
- Plan, monitor, and record hardware assets and/or software licenses to make sure they complied with supplier contracts in different software tools.
- Ensure CMDB data is up to date and that the content contained is accurate.
- Provide Asset information and standardised asset reporting on a scheduled basis together with unscheduled reporting.
- Using software tools for identifying hardware and software-related assets as well as CIs, including versioning and dependencies in the asset management tools, attributes, the Contract management library, and the CMDB.
- Manage inventory of CIs and assets, including dependencies and attributes, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded.
- Verify software assets with license contracts, confirm hardware assets with actual inventory, and initiate corrective actions.
- Answer requests concerning license compliance to help support audit tasks.
- Maintain documentation of procedures, processes, and reports concerning asset and configuration management
- Establish and maintain hardware and software maintenance database.

**Skills**
- A commitment to producing a high quality of work including competence, accuracy and thoroughness
- Works at pace, improving productivity through ensuring the completion of assigned tasks in a timely manner
- Demonstrates good communication skills working well with and communicating / escalating issues to the wider team
- Demonstrating good team working skills including working well with colleagues from around the business, being able to adopt appropriate escalation and provide support to the business on various projects
- Use initiative to logically understand, solve problems and seek out new tasks
- Be dependable through good time keeping, attitude to work, meeting deadlines and being able to work autonomously
- Show a commitment to improving their knowledge of Infor