Job Purpose:

To be the first point of call for all IT related issues and requests and ensures effective resolution of them from time of receipt.

Key Activities & Accountabilities:

• Receive and log calls on behalf of customers using IT Service Management tools ensuring accurate data entry
• Develop excellent external & internal customer relationships
• To complete the initial diagnosis of all incidents and either resolve to the customers satisfaction or escalates to appropriate IT team member.
• Provide remote assistance using remote support tools e.g. phone. Instant messenger etc
• To install or reinstall software and to image or reimage computers and handheld devices locally or using remote deployment tools
• Completes routine systems administration tasks including resetting passwords using agreed procedures to maintain system security
• Proactively keeps customers informed throughout all stages of all processes by phone, email and instant messenger
• Receive alerts and monitors the availability, security and performance of IT systems using available tools
• Monitors and assists in the distribution of patches and software updates to make sure that all platforms are up to date
• Keep up to date with changes and developments within the industry reviewing and updating help documentation to assist with the resolution of incidents and the fulfilment of requests
• Maintain accurate records relating to assets, licences and other aspects of IT service management and delivery
• Actively share knowledge with IT team and participate in all activities to benefit the IT team and the wider business
• Ensure compliance with the company policies & procedures.

Key Interfaces:

• Polygon colleagues including Harwell, Neways and Plastic Surgeon
• 3^rd party suppliers to Polygon

Specialist Knowledge:

• Must have a basic level of understanding of business IT systems
• Knowledge of and ability to work to IT standards

Skills & Abilities:

• Effective, empathetic communication, Verbal & Written to all key interfaces
• Pro-active
• Able to prioritise effectively
• Problem solving
• Ability to take initiative
• Commitment to meeting targets
• Listening
• Delegation
• Attention to Detail
• Methodical
• Calm under Pressure
• Decision Making
• Team player
• Flexible
• Compliance orientated

Education & Experience:

• Good general education
• GCSE English / Mathematics
• Computer administration/ IT literate

Role Reports To:

• IT Service Delivery Manager

How is Performance Measured?

• Complaints
• PES Results
• Customer feedback
• Personal Review
• Personal Objectives
• Effective management to agreed targets of Request List

To apply, please write or email with a CV and covering letter detailing your skills and experience to jamie.mcalindon@polygongroup.com