IT Support Specialist

2 months ago

Burntwood, Staffordshire, United Kingdom Busy Bees Nurseries Full time

Job Title: IT Support Specialist

Reports to: Service Manager

Employment type: Full time fixed term contract for 12 months initially.

Location: Burntwood, Staffordshire

Role Overview

We are seeking a proactive IT Support Specialist to spearhead the resolution of first and second line support requests for our teams. This role involves managing inquiries through calls and emails, as well as utilizing a user-friendly Self-Service Portal, making you the key problem solver we need.

About Busy Bees and Our Values

Founded in 1983, we have grown to become the largest and most reputable childcare provider in the UK, and the fourth largest globally, with 855 centers worldwide. Our ambition is to expand to 1000 centers globally. To achieve this, we require exceptional talent who can contribute to our world-class vision and leave a lasting impact on their careers with us.

At Busy Bees, we offer a range of benefits, including competitive salaries, flexible working hours, and opportunities for professional growth and advancement. We foster a supportive and collaborative environment where you can learn from experienced colleagues and build meaningful connections.

Benefits Overview

  • Leading Family Leave Policies.
  • Comprehensive Benefits. Access to a dedicated 24/7 employee benefits platform 'Smart Hive' featuring discounts on retail, cinema, and travel.
  • Childcare Discounts.
  • Birthday Leave.
  • Health and Wellbeing Support. We provide resources such as an Employee Assistance Program and mental health applications to support you during challenging times.
  • Ongoing Training and Development. Opportunities to engage with our training company to enhance your skills and gain further qualifications.

Key Responsibilities

  • Deliver exceptional support to our internal clients as part of the Technology and Change Service Desk, addressing their diverse technical needs.
  • Collaborate with internal technology teams, change management staff, and external vendors to ensure timely issue resolution in accordance with our Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Oversee the creation of new user accounts, provide routine support, and manage accounts for departing staff, following industry best practices.
  • Build and maintain strong relationships with stakeholders at various levels, enhancing the trust and rapport established by the current team.
  • Troubleshoot complex hardware and internet issues via telephone support. Take ownership of unresolved issues by coordinating with third-party services and other departments until resolution.
  • Resolve issues and manage desktop PCs, laptops, and mobile devices using existing Mobile Device Management (MDM) tools.
  • Document unique resolutions to enrich the internal knowledge base and create helpful guides for team use, ensuring adherence to existing documentation where applicable.
  • Coordinate and process system access requests within established audit guidelines and in agreement with business owners.
  • Generate reports to provide insights into departmental performance aligned with existing key performance indicators.
  • Order hardware, prioritizing tasks to meet budget targets and ensure the provision of necessary equipment to meet business needs.
  • Occasional travel to various locations to address and resolve complex issues in person.

Essential Skills and Experience

  • Technical Proficiency: Strong knowledge of various IT systems and software, including Microsoft 365, Microsoft Office, Windows, and Android operating systems, along with familiarity with ITIL frameworks. Experience with Active Directory and remote troubleshooting is highly desirable.
  • Demonstrated experience in a service desk or IT support role.
  • Experience in managing both hardware and software issues, providing support via phone, email, and in person.
  • Strong customer service skills, with the ability to convey technical concepts to non-technical users in a clear and understandable manner.
  • Experience working collaboratively in a team environment, sharing knowledge, and contributing to team projects.

Education and Qualifications

  • No formal educational qualifications are required; however, relevant certifications in IT support or service management, such as ITIL or CompTIA, would be advantageous.
  • Full clean driving license.

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