IT Support Operations Coordinator

3 weeks ago

Seascale, Cumbria, United Kingdom Nuclear Waste Services Full time

Internal Job Title: IT Service Desk and Business World Administrator

We are pleased to announce an opportunity for an IT Support Operations Coordinator to become a vital part of our team at Nuclear Waste Services.

This position is essential in ensuring that our employees receive timely and effective IT assistance. As the initial point of contact for technical inquiries, your ability to communicate clearly and understand issues is crucial for effective triage and resolution. You will play a key role in enhancing customer service and improving our operational efficiency.

  • This position involves a combination of service desk responsibilities and Business World system administration support.
  • Act as the primary contact for the Nuclear Waste Services user community regarding Business World and IT services, ensuring incidents are directed to the appropriate resources.
  • Manage and respond to incoming incidents and requests through various channels, including phone, email, instant messaging, and ServiceNow.
  • Provide administrative support for the departmental mailbox and assign incidents to the Operations team support engineers.
  • Deliver prompt, accurate, and clear job assignments to the Service Operations team.
  • Assist in the triage of incidents to ensure effective resolution times.
  • Contribute to a resilient support and coordination service for the Nuclear Waste Services user community, addressing requests, issues, and escalations.
  • Communicate clearly and regularly with the Nuclear Waste Services user community, providing escalations when necessary and gathering feedback from resolved incidents.
  • Generate KPI reports comparing actual performance against agreed SLAs and identify trends.
  • Support user escalations to ensure prompt resolutions.
  • Review SLAs with the service operations team and assist in providing feedback, resolutions, and improvements.
  • Establish and maintain strong working relationships within the Nuclear Waste Services user community and with third-party support partners.
  • Manage user feedback, ensuring that any low satisfaction levels are addressed and discussed in Operations team meetings.
  • Assist in managing User catalogue requests for all IS&T requirements.
  • Support the System Administration module of Business World, including onboarding new starters, processing leavers, and managing user amendments, user ID creation, role maintenance, password administration, and user workflow roles.
  • Oversee and report on system access for staff to ensure they have the correct permissions to perform their roles effectively while minimizing risks.
  • Maintain data control within Business World.
  • Provide fault resolution support for Business World-related issues, including tracking and managing tickets raised with Business World Support.


Knowledge, Skills, and Experience

  • Proven experience in an IT environment or a similar IT support role.
  • Strong understanding of IT support services and ERP systems.
  • Ability to demonstrate fault resolution and reporting for computer-based issues.
  • Capability to deliver training and coaching on ERP systems.
  • Effective stakeholder management across all organizational levels, with strong communication skills (both verbal and written) and the ability to simplify service principles for business understanding.
  • High energy and drive for results, with the ability to prioritize and work rigorously to maintain high quality.
  • Eligibility to hold UK SC Clearance.


Who are we?

At Nuclear Waste Services, our mission is to ensure a safer future for everyone. We manage and dispose of the UK's nuclear radioactive waste safely and securely for future generations. Our role is critical in the largest multi-decade clean-up project in Europe, providing permanent solutions for nuclear waste.

Nuclear Waste Services builds upon the work conducted at the Low-Level Waste Repository (LLWR) site and the Geological Disposal Facility (GDF) programme, maintaining these key activities while expanding essential services for customers in various sectors, including nuclear energy, defense, industrial, medical, and research. Our expertise is vital for developing and securing our unique nuclear waste capabilities both in the UK and globally.

Joining Nuclear Waste Services means becoming part of a team that brings together some of the brightest minds from across the UK, working in diverse fields such as science, engineering, safety, operations, commercial, community engagement, and regulation.

We strive to make Nuclear Waste Services a great workplace where individuals are respected, included, and can perform at their best. We uphold our values:

  • Action-Oriented: We deliver safely and securely for our customers, partners, and people.
  • Collaborative and Inclusive: We achieve greater success through teamwork.
  • Ambitious: We embrace and tackle new challenges.
  • Integrity: We are trusted to build a safe, secure, and sustainable future.

What's in it for you?

  • Upon joining NWS, you will receive 25.5 days of annual leave, in addition to bank holidays, with the potential to accrue up to 13 extra days.
  • Performance rewards through an annual bonus scheme.
  • A generous pension scheme through CNNP.
  • Support for learning and development.
  • Payment for relevant annual professional subscriptions.
  • Access to an Employee Assistance Programme.
  • Financial advice assistance.
  • Flexible working arrangements.
  • Extended family-friendly policies.
  • Cycle to work scheme.
  • We encourage flexible and agile working practices.
  • Flexible working requests can be submitted from the first day of employment.

Equal Opportunities

We value the unique differences that each of our colleagues brings to work every day and are committed to creating an environment where everyone feels respected, included, and able to perform at their best. At Nuclear Waste Services, we are dedicated to fostering a diverse and inclusive workplace. We actively seek to represent the rich diversity of the communities we support.

In promoting equal opportunities, Nuclear Waste Services welcomes applications from all sections of the community. We select individuals based on their abilities and our organizational needs. As participants in the disability confident scheme, we guarantee interviews for all disabled applicants who meet the essential criteria for the vacancy.

Please note that Nuclear Waste Services reserves the right to close the vacancy early.

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