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
- 3rd 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
