Reports into: Technology Support Manager
Department:
Technology Services
Location:
Hendon, occasional travel to GAIL's retail locations and head office
Working Hours
: 40 hours (shifts covering 8am to 6pm)
Evenings and weekend on-call rota cover
Overall Purpose of the Role
* A hands-on role to deliver technology service level agreements with the wider business.
* Resolve questions related to systems, software, connectivity and hardware.
* Successfully triage questions and deliver self-help solutions and recommendations.
* Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.
* Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.
Areas of Responsibility
* Reporting to the Technology Support Manager.
* Work flexibly and be part of the on-call rota.
* Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
* Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)
* Provide hardware and software support both locally and remotely for the Group
* Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development
* Manage your question / ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s).
* Liaise with and escalate issues.
* Possible travel around London to resolve issues requiring intervention
Experience/Skills:
* A working knowledge and ideally some experience of supporting IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware)
* Strong organisation skills, personally and professionally.
* "Can do" outlook and approach to work.
* Technology qualifications / certifications a bonus.
* Excellent written and verbal communication skills
* Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.
* Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques.
* Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve
* An ability to think critically about systems and to adjust consistently as needed
* Document learnings to build the knowledge repository.
* Willingness and ability to learn about standard and bespoke applications