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ICT Support Specialist

2 months ago


Basildon, Essex, United Kingdom C​NH Industrial Full time
Job Description

ICT Support Intern

Primary Function

  • Provide technical support and maintenance for ICT systems and services, ensuring optimal performance and availability.
  • Manage and maintain asset databases, tracking and monitoring changes, and planning refresh programs to ensure up-to-date infrastructure.
  • Support ICT Managerial activities and contribute to central ICT projects and initiatives as required.

Dimension

  • Support CNH Industrial businesses across 4 sites with approximately 800 PC users, accessing local and centrally based systems.
  • Support telephony services, including 600 mobile phones and 100 mobile broadband devices.

Essential Responsibilities

The successful candidate will work within the ICT team and be trained to fulfill technical activities.

Day-to-Day Operational Support

  • Manage daily activities related to mobile telephony and home broadband for field staff.
  • Maintain local and corporate databases, including ICT Asset Databases.
  • Analyze and prepare detailed forward planning for the ongoing PC refresh program.
  • Analyze telecoms invoices, raise queries with suppliers for discrepancies, and split costs for recovery from the business.
  • Liaise with the CNH Industrial UK user community at all levels regarding ICT equipment and service delivery, providing advice, training, problem determination, and assessing new requirements.
  • Liaise with ICT suppliers and their technical staff to ensure prompt, timely support and service delivery, monitoring supplier services and SLAs, and escalating issues as necessary.
  • Provide cover for ICT operational management activities as required.
  • Support other ad-hoc projects as needed.

Servers

  • Test and apply updates and patches as necessary.
  • Manage user access to server data, printers, and services.
  • Manage security, auditing, and server space allocation.
  • Monitor and manage scheduled processes and batches.
  • Manage and monitor backups, ad-hoc restores, and define disaster recovery policies.

UK Application Support and Management

  • Monitor status, carry out problem determination, liaise with suppliers, apply patches and fixes.
  • Work with application maintenance providers to implement changes and carry out problem determination.
  • Support users and facilitate their access to local systems.

Support on Ad-Hoc Projects

  • Engage with ICT colleagues and the business, define deliverables and scope, engage and manage external suppliers as required.
  • Problem determination, resolution, and escalation regarding project changes, installation, and ongoing developments.
  • Communication, advice, and consultancy to users, management, suppliers, and central teams.
  • Changes. Assess changes and risks. Define contingency plans and liaise with users.

Security Management

Ensure that appropriate policies and procedures are in place and adhered to. Communicate security policies when appropriate.

Job Specification

Impact

ICT services are essential for the organization and staff to carry out their daily business. Loss of service can have severe impact, from loss of production systems (manufacturing), whereby 100s of people are unable to work, to the isolation of the field-based person who has lost data or voice services and is unable to work. It is essential to ensure maximum availability of ICT services.

Maintaining and administering the Asset DB enables us to keep track of resources and control ICT costs and ensure the right tools are being provided.

Communication

ICT services are utilized by almost all individuals in the company, so communication verbally, face-to-face, by phone, or by email is expected.

Many services are managed and maintained by external service providers. This requires managing those resources: running through problem determination and diagnostic processes, ensuring they meet agreed SLAs, escalating where SLAs are not met or urgency prevails.

Ensuring documentation, processes, and procedures are in place for ICT colleagues and end-users will reduce the need for repeated interventions and explanations.

Requirements

Qualifications in an ICT-related discipline, preferably with experience in an ICT operational role.

NOTE: This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or physical requirements of the incumbent. The incumbent may be asked to perform other duties as required.