Windows Infrastructure Support
Exeter
6 months
What I'll be doing - your accountabilities
- Responsible for providing Technical Consultancy services for the the client ensuring that customer needs are met as per the contractual requirement delivering technical skills to perform Resource Services tower activities across projects and small changes
- Accountable for accurate and timely recording time spent on support and project activities in the Time Recording System
- Identifying/progressing new business opportunities, service enhancements and development opportunities across the Technical Consultancy Services
- Estimating, analysing, designing, documenting, developing, testing and debugging new/changes to services to agreed SLAs / KPIs
- Planning, testing and documenting new and existing functionality to defined specifications/ requirements to agreed estimates
- Provision of technical support / knowledge transfer to colleagues when required
- Ensure technical solutions are supportable within contractual SLAs/KPIs and escalate service affecting issues to management in a timely fashion
- Delivering an effective and innovative service that is ISO2Ok compliant which meets contractual obligations and the needs of the customer
- Identify and implement PIPs/SIPs (Performance Improvement Plans / Service Improvement Plans)
- Identify opportunities to grow the capability across the EMS estate
- Production of month end reporting to confirm SLA performance, analysis of report set and development of trending data to support or identify improvements and or underlying issues as required
Skills required for the job
- Expert Windows infrastructure and internet technology skills to deliver the role
- Knowledge of EMS products, customer IT systems and applications
- Business acumen: knowledgeable of delivery within an SLA driven environment
- Competent Communication skills: ability to translate technical into non-technical at all levels internally and externally
- Stakeholder management: ability to interact and influence within technical field at all levels internally and externally
- Effective relationship building: ability to deal with people across a wide range of functions and participating in virtual teams
- Adaptability: flexible to changes in working practices and requirements
