IS Support

An experienced IT Support person is required with the necessary skills and qualifications to support the delivery of effective customer service via the IS Service Desk to meet the support needs of IS customers. This job sits within the Information Systems (IS) function. The function is responsible for delivering IS capability within the Group to deliver high quality services to customers. ( a full job spec is availalble )

Provide technical expertise and resolve customer queries effectively to ensure delivery of services within service standards and customer satisfaction at a 2nd line level.

Manage, support, analyse and respond to customer demand to help improve IS services, including liaison with IS colleagues and suppliers to support improvements in systems and applications.

Support the development of the IS Service Desk knowledge base through coaching of Service Desk Analysts and effective communication to provide high quality customer services.

Support the provision of IS Service Desk services to identify and rectify immediate and longer term customer requirements to meet and exceed service standards.

Support the development and maintenance effective working relationships with key stakeholders to understand their requirements to ensure delivery of infrastructure services and developments in line with Group objectives.

Manage the Service Desk relationship with the Computer Infrastructure Services to promote service improvement.

Assist with the implementation special programmes and projects in support of the Group’s activities, with particular focus on supporting the resolution of technical infrastructure problems