The ICT Junior Support Specialist provides first-line ICT support and undertakes routine administrative tasks to ensure users have uninterrupted access to systems and services.
Reporting to the ICT Service Operations Manager, this role focuses on day-to-day activities such as user administration, hardware support, and ticket management. It is designed as an entry-level position, offering a strong foundation in ICT service operations and exposure to ITIL-aligned processes, business applications, and RPA and AI-driven automation tools.
Main Job Responsibilities
* Mailbox & Queue Monitoring: Proactively monitor the ICT support shared mailbox and ServiceNow queue, ensuring timely logging, updating, and resolution of tickets.
* User Administration: Manage Starter, Leaver, and Transfer processes, including compliance approvals, account creation, or ticket raising to central teams for fulfilment.
* End User Support: Provide first-line support for Windows laptop PCs, Android smartphones, input devices, and general connectivity, escalating complex issues where required.
* Incident Communication: Provide clear updates to users during service disruptions, escalating to senior colleagues as needed.
* Knowledge Base Maintenance: Contribute to the creation and updating of support documentation and FAQs to assist users and colleagues.
* Financial Administration: Raise purchase orders, support invoice checks/disputes, and assist with budget management processes under guidance.
* Mailbox & Distribution Management: Maintain distribution lists and shared mailboxes across the business; conduct annual access reviews to confirm appropriate permissions.
* Metrics & Reporting: Support the preparation of service performance metrics and reports for publication to the Head of ICT and sharing with the Executive Committee.
* Service Transition Support: Assist with the handover of new products and services from the ICT Change team into operations, ensuring readiness of user support materials.
* Business Awareness: Provide ICT function overviews for new starters and help build awareness of ICT services across the wider business.
* Automation Exposure: Support the use of RPA and AI-driven automation tools under guidance, learning how automation can improve efficiency.
The Ideal Candidate will:
* Demonstrate a basic understanding of IT systems, hardware, and user administration, with the ability to learn and apply new technical skills under guidance.
* Maintain awareness of compliance requirements within ICT operations, including data protection and frameworks relevant to the UK vehicle leasing, rental, and fleet sectors (e.g., FCA), following established processes and guidance.
* Maintain a strong focus on supporting users, responding promptly to issues, and delivering a positive service experience.
* Ensure accuracy in user account management, documentation, and administrative tasks, reducing errors and maintaining compliance.
* Identify straightforward issues and applies appropriate solutions, escalating complex problems to senior colleagues when necessary.
* Work collaboratively with colleagues, showing willingness to learn from experienced team members and contribute to shared goals.
* Display flexibility and openness to developing skills in ITIL processes, business applications, and automation technologies.
* Understand the importance of departmental administration and contributes to ICT visibility across the wider business.
Experience and Qualifications:
* Degree in IT, Computer Science, or a related discipline; or equivalent practical experience.
* 1–2 years’ experience in an IT support role desirable, but not essential.
* Alternatively, suitable for candidates currently working in another business function who demonstrate a strong interest in transitioning into ICT and developing technical skills.
* CompTIA A+ certification or equivalent knowledge desirable; training and certification support can be provided.
* Microsoft Fundamentals (MS‑900) desirable, or willingness to work towards certification.
IT Skills Profile:
* Basic familiarity with IT service operations and willingness to develop knowledge of ITIL‑aligned processes.
* Ability to use ticketing systems (e.g. ServiceNow or equivalent) for logging and updating incidents, with training provided.
* Fundamental troubleshooting skills for EUC hardware and connectivity issues.
* Competence in maintaining distribution lists and shared mailboxes, including supporting annual access reviews.
* Exposure to sector‑specific systems such as SOFICO Miles, Salesforce, and Amazon Connect CTI desirable.
Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.
Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.
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