As part of the Service Delivery team, you will be working across a broad range of technologies and liaising with multiple areas of the business to support our environment. Technical Service will be your passion with hunger for learning and personal development. As a Service Delivery Specialist, you will be supporting your colleagues in delivering exemplary service. You will be responsible for provision of specialist technical support, control and proactive maintenance across the end-user environment. Providing hands-on on-site technical support and guidance to colleagues, including Executive Directors. Ensuring the delivery of service meets availability/usability requirements both for the current and future needs of the business and our customers. You will need to follow approved processes including incident management and request fulfilment to ensure a high level of customer service.
What will you be doing?
* To provide on-site specialist 2nd line technical support and administration of Pilgrim’s desktop and audio-visual hardware across UK & European territories
* To act as ambassadors for the IT department – providing a professional and efficient service to colleagues
* To provide specialist support and guidance to Executive Directors
* To act as point of contact on technical issues for IT through incident resolution
* Participation and engagement in projects/service improvements
* Perform problem identification and root cause analysis for complex issues
* Perform regular health checks identifying and recommending any potential service improvements
* Participation and engagement in projects/service improvements impacting Infrastructure Services
* Identification ownership and implementation of proactive maintenance plans including essential upgrades and software patches
* Monitor and review service performance at a component level e.g. desktop performance issues, production of reports including recommendations for risk mitigation
What will I need?
* Essential 3 years+ experience of delivering, maintaining, and supporting IT systems remotely/on-site in a second line and project delivery role
* Asset management including recondition and redistribution of computer hardware
* Technical and Service Knowledge of the following:
o Microsoft products; Windows 10 & 11, Microsoft 365, SCCM, Intune, and Autopilot
o Support company-enrolled mobile devices (JAMF)
o Support managed print solutions/hardware
o Support audio-visual equipment
o Network routing, switching and patching
o VOIP telephony config and support