In this role the successful candidate will have a well-rounded background in IT support roles with a keen eye for problem solving and identifying the root cause of problems beyond just the initial fix. Following ITIL process as an operational interface between IT service providers and business teams you will be responsible for implementing change requests, updating policies and procedures and supporting technology service management in delivering high quality ITIL aligned services, systems, processes and documentation.

• Providing best in class ITIL aligned technical support services.
• Supporting the definition of policy and procedure for operational production technology services and working to ensure their effective execution.
• Supporting the deployment of new technologies including participation in planning, training and early-life support activities and the production of knowledge articles such as FAQs and crib-sheets to enable rapid adoption and self-help to improve user experience.
• Monitoring change requests, policy updates, process steps and software deployments to production environments. Creating content for and executing on associated communication requirements and complying with and supporting others in related governance.
• Supporting the generation of effective service level performance reports and other management information to safeguard service quality and continual service improvement in relation to user experience.

Knowledge, Skills & Experience:

• Proven track record of working in a customer facing, process driven IT Support Services role
• Strong understanding of enterprise technologies including Windows OS, Active Directory, Networking, AV, Print and Office 365
• Excellent problem solving skills with the ability to detect route cause and trends beyond the initial fix
• Significant IT service management experience including incident management, request fulfilment and service level management
• Sound planning & organisation skills
• A track record of building effective relationships
• Excellent problem resolution, judgment, and decision-making skills
• Excellent interpersonal skills with the ability to successfully engage a broad range of individuals across various internal and external businesses and support functions

Qualifications:

• ITIL V3 or V4 Foundation Qualified – Preferable
• Infrastructure management, Prince2, project management and/or Agile qualifications desirable but not essential

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.