The Vacancy
The Role
The Service Delivery department is part of the Information Systems function at the MTC, providing efficient and effective support to MTC colleagues, ensuring minimal disruption to their work.
Reporting to the IT Service Delivery Manager and working with other members of the Service Desk team to provide first line support to the business and to deliver additional capability across the technologies in use.
Working out of the MTC Training site in Oxford, liaising with colleagues for day-to-day technical support, AV equipment and IT project specific work packages. The ability to operate to the priorities set by the IT Service Delivery Manager, and the department, with minimal guidance.
Main Responsibilities:
* Provide exceptional first-line technical support to internal users in-person and via phone, email, and ITSM ticketing system.
* Diagnose and resolve hardware and software issues, escalating more complex problems to second-line support or other areas when necessary.
* Log and manage all incidents and service requests in the IT Service Management system.
* Maintain a high level of customer service, ensuring all users are kept informed of the status and progress of their requests.
* Perform initial troubleshooting and support for network connectivity, VPN, applications and hardware.
* Assist with user account management, including password resets and access permissions.
* Assisting with processing and technical onboarding of movers, joiners and leavers.
* Document solutions and create knowledge base articles for common issues.
* Participate in the deployment and setup of new hardware and software.
* Follow established IT policies and procedures to ensure compliance and security.
* Understand and operate to MTC standards and policies and be able to explain them to colleagues constructively when necessary.
* Contribute to continuous improvement initiatives within the service desk team.
Person Specification
Essential Skills/Qualifications/Experience
* Proven experience in a similar IT support role (minimum 4 years).
* Strong understanding of Windows 10 and 11 operating systems.
* Broad knowledge of Microsoft applications, M365, Azure AD, Teams, and remote support tools.
* Excellent problem-solving and communication skills, with the ability to prioritise workload.
* Ability to work independently and as part of a team.
* Customer focused with a proactive approach to resolving issues.
* Friendly, efficient and professional attitude
Desirable Skills/Qualifications/Experience
* ITIL Foundation and relevant technical certifications are desirable.
* Hardware experience, upgrades and break fix abilities mainly on HP hardware and peripherals plus printing solutions
* Networking ability and understanding of patching, WAN, LAN, Wi-Fi and TCP / IP plus the ability to work with technical teams
* Experience of operation, maintenance and support of AV equipment
* Able to liaise with third parties and implement required changes
* Skill set to communicate effectively at different levels – from individual users and managers to companywide communications
* Able to travel to other MTC sites occasionally as required
* Good team player that will add value and skills to the team as a whole
* Physically able to lift, carry and install devices across the MTC sites
About The MTC
The Manufacturing Technology Centre (MTC) is an internationally renowned and respected research and development organisation, bridging the gap between academia and manufacturing, and is home to some of the brightest minds in engineering from around the globe.
The MTC's engineers, scientists and technicians work with some of the most advanced manufacturing equipment in the world in a supportive and collegiate environment for the development and demonstration of new technologies on an industrial scale, helping manufacturers of all sizes develop new and innovative processes and technologies.
Established to prove cutting edge manufacturing advances in an agile environment in partnership with industry, academia and other institutions, the MTC works with hundreds of industrial clients across a range of sectors including automotive, aerospace, rail, informatics, food and drink, infrastructure, construction and civil engineering, electronics, oil and gas and defence. The MTC helps businesses thrive by advancing their technological and engineering capabilities to improve their business efficiency, capability and competitiveness.
Supported by one of the largest public sector investments in UK Manufacturing, the MTC's engineering capabilities cover research and development, advanced manufacturing management, factory design and training for the skills of the future.
The MTC has world-class facilities in Coventry, Liverpool and Oxford, and is part of the UK's High Value Manufacturing Catapult, supported by Innovate UK.
Reference Checks and Security Checks (where applicable)
Due to the nature of our business, all employment is subject to satisfactory references being obtained alongside a level of security clearance checks. #J-18808-Ljbffr