IT Support Specialist

4 weeks ago

Walcote Leicestershire, United Kingdom Nationwide Platforms Full time

Join Our Team as an IT Support Specialist

This is a fantastic opportunity to become part of a dedicated IT support team, operating in a vibrant and fast-paced setting. You will collaborate with a well-established group, reporting directly to the IT Service Manager.

Role Overview

As an IT Support Specialist, your primary responsibility will be to deliver first and second line assistance to our colleagues, ensuring they can effectively utilize their IT resources and business applications. You will also coordinate with internal technical teams and external vendors as necessary, depending on the complexity of the issues at hand. Our goal is to resolve as many inquiries as possible during the initial contact to minimize disruptions for our team members.

Key Responsibilities

  • Manage incidents and prioritize IT issues raised by colleagues.
  • Fulfill requests, including onboarding new employees, processing transfers, and managing offboarding, along with associated hardware and user accounts.
  • Adhere to Group IT policies related to service delivery, including Incident, Problem, and Change Management, as well as Asset Management.
  • Provide support for hardware, software, and cloud-based applications.
  • Ensure all tasks are completed in accordance with agreed service level targets, which may include audit responsibilities.
  • Maintain and enhance our knowledge base and self-service tools, ensuring high data quality.

Ideal Candidate Profile

  • Exceptional communication skills with a strong customer service orientation, capable of engaging with colleagues at various levels.
  • Familiarity with ITIL or other recognized IT frameworks is advantageous.
  • Strong organizational abilities, with the capacity to manage multiple tasks and work effectively under pressure.
  • A collaborative team player who is also self-driven and adept at managing their own time and responsibilities.
  • Proficient in Windows 10/11 and the Microsoft Office 365 suite.
  • Experience in supporting laptops, printers, peripherals, and conference equipment.
  • Knowledge of incident logging and management systems, remote support, and basic networking and telephony concepts.
  • Some understanding of Active Directory, SCCM, and Intune is beneficial.

Additional Information

  • Occasional travel within the UK may be required.
  • Training will be provided as part of a comprehensive development plan.

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