Overview
Purpose of the role: To deliver quality & value added IT onsite support services to all DACB users and locations. Resolve in scope Service Requests and Break-Fix Incident tickets to agreed SLA’s for IT hardware related services. Deliver a first class new starter experience (all equipment ordered provisioned, tested and delivered to new starter location).
Department: Business Services - IT
Location: Bristol
Responsibilities
IT Support - Reactive
* Provide on-site IT hardware support for DACB location related incident, advice, query and training requirements
* Provide remote IT hardware support for users in DACB locations where no dedicated on site hardware support resource is provided
* Ensure a support ticket is logged for every interaction
* Ensure all calls are handled in line with agreed business SLA's
* Event IT Support – ensure request ticket logged for each requirement
* Resource the Care Bar on a daily basis during publicised opening times; opening times are adhered to. (for Bristol only)
* Provide floor walking at times of change such as software and hardware upgrade programmes
* ISO27001 7 Day update compliance - ensure all tickets are updated with a meaningful update for the end user
* Handle confidential information in line with the firm's data security protocols
* Assist Infrastructure as and when required for site based support, ensuring a ticket is raised capturing the work
* Ensure back up tape and monthly tape procedures are followed if applicable
IT Support – Proactive
* Ensure accessible and visible
* Suggest improvements to New Starter Welcome pack
* Contribute to and evidence contribution to the Knowledge Base
* Site Bible documentation to assist with specific location based IT protocols and procedures/contacts/quirks
* Identify and log Problem tickets for Team Leader review
* Change Management – ensure awareness of planned changes, reference change schedule/calendar to qualify out changes for high impact incidents
* Proactively log a support ticket for any interaction where a user has failed to log one
* Support the location Reception teams with regular training sessions
* Responsible for ensuring site desks are fully equipped where applicable
* Identify opportunities (raise in 1-2-1's) to improve processes, decrease time to fix, reduce cost or improve customer satisfaction
* Ensure AV user guides are created and maintained, located and maintained in each DACB location
* Ensure proactive checks are undertaken of all IT technologies in meeting rooms prior to meetings taking place
* Identify user training need trends and highlight as appropriate, scheduling drop in training/advice sessions
* Take individual responsibility for adhering to and identifying improvements to support processes and documentation
Asset Management
* Ensure compliance with and drive 4 year asset management lifecycle requirements ensuring replacement of all aged assets
* Ensure all assets are managed in line with ISO27001
* Mobile device management
* Laptop device management
* Peripherals device management
* Ensure IT stock areas are kept tidy at all times ensuring that stock levels are clearly defined and there is no trip / fire hazards as a result
* Manage and maintain stock levels within the location, including loan laptop allocation. Ensure all devices are asset tracked corresponding to the requirements outlined by ISO27001
Quality Management
* On resolution of tickets, review content to ensure that each ticket is: categorised correctly, prioritised correctly, has clear concise resolution detail and has correct resolution code applied
Project Support
* Promote new technologies and processes throughout the location by use of IT Drop in Sessions, floor walking and knowledge guides
* When supplied with relevant information, administer & manage the users identified in the latest “IT Get Well plans” by invoking catch ups with users and carrying out proactive support, broadband speed checks and other troubleshooting methods
* With the assistance of the Office Services team, co-ordinate and facilitate moves around the office where required
Development
* Keep abreast of new technologies and IT Colleague Support changes/developments in the market place for your role. Where relevant seek opportunities to network, attend conferences and seminars
* Is also willing to take ownership on any other tasks and responsibilities as required
Skills, Knowledge & Expertise
* In-depth knowledge of computer hardware systems, mobile devices, routers, and peripherals. Knowledge of operating systems, office software, enterprise software, and server systems.
* Excellent problem-solving skills.
* This role is an Office based role and therefore, all Colleague Support Analysts will have a Flex mode of “Office Focused”. Daily exceptions to this must be discussed with the IT Colleague Support Manager and/or Team Leader.
* Maintain excellent customer focus, ensuring the needs of the customer are always understood and where appropriate prioritised.
* Excellent interpersonal and communication skills in order to support users on IT related matters to ensure the efficient and smooth running of the location.
* Good technical knowledge of Windows Operating Systems and Microsoft Office applications.
* Experience of supporting and tuning Laptops and other mobile devices
* Effective & confident communicator; able to obtain, evaluate & deliver information in a clear and concise manner – both orally and written.
* Listening and patience are important qualities for this role
* Ability to follow processes & guidelines but, to bring anomalies with these to the attention of the CST
We are happy to talk flexible working with our Flex Forward scheme. We would encourage you to talk to us about our approach to flexible working during the hiring process if you would like to explore this further.
Note for Recruitment Agencies
DAC Beachcroft manages all vacancies via our in-house recruitment teams, prioritising direct sourcing and referrals. When external support is required, roles are released to selected agencies on our Preferred Supplier List (PSL).
Speculative CVs sent to any DAC Beachcroft employee without prior instruction from our recruitment teams will not be accepted, and no fees will be payable.
For PSL queries, please contact: recruitment@dacbeachcroft.com or csgrecruitment@dacbeachcroft.com
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