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IT Support Technician

Expired
  • Salary: Up to £144 per day
  • Job type: Contract
  • Location: East Sussex
  • Sector: Other
  • Date posted: 20/03/2018
  • Job reference: J327857A

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My client a large global brand is looking for an experienced IT Support Technician/Service Delivery Analyst on a initial contract basis.

The position is as follows

Customer facing role responsible for IT providing support to multiple business units across UK, Italy, Spain, France and Germany home based servicing (HBS) employees. Role primarily includes employee IT set-up, configuration and User Acceptance Testing to ensure a seamless on-boarding, following a number of engagement processes with internal & external service providers. Where required, responsibilities include the troubleshooting of home based servicing technology issues when IT equipment and/or broadband are affected.

Additional requirement to provide support to the wider Technology organization through incident management, driving ownership and accountability from external service providers, site services vendor and internal technology teams, ensuring the highest levels of service and system availability are achieved.

Opportunity for role to develop into participation within key Technology leadership work streams & initiatives.

Responsibilities

* Manage technology software configuration, PC deployment and implementation scheduling for home based servicing (HBS) employees
* Perform remote issue troubleshooting & resolution support, including hardware/broadband provisioning for business partners
* Manage internal business unit employees, leadership and external technology partners, and ensure service delivery meet expectation
* Capture incident events within internal system of record, ServiceNow
* Routinely communicate status of incidents and HBS deployment activities to leadership
* Handle incident escalation, establishing resolution steps, and root cause analysis
* Partner with Business Systems Development teams to resolve problems/incidents
* Drive the investigation of root cause analysis and permanent resolution of problems
* Assist wider Global Infrastructure organisation by driving ad-hoc project or key initiative tasks
* Ensure services delivered meet expectations and identify/drive opportunities for improvement
* Contribute to continuous service improvement by maintaining best practices and knowledge repositories
* Act as an advocate for internal customer needs related to delivery of IT services
* Provide internal team with constructive feedback pertaining to the IT environment and consumption of IT services
* Advise internal customers of potential opportunities to create value using IT services

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