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Client:
PIB Group
Location:
Lincoln, United Kingdom
Job Category:
-
EU work permit required:
Yes
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Job Reference:
Job Views:
4
Posted:
29.04.2025
Expiry Date:
13.06.2025
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Job Description:
The Role:
We are looking for a proactive individual to provide first line support and assist with the closure of all service requests, problems and incidents that relate to IT services and infrastructure. This includes:
* End-User Computing (EUC)
* Hardware & Logistics
* Application Support
* Managed Print Services
* Identity Access Management
* Email
* File Management
The primary objective of the IT Service Desk is to ensure the performance and cost-effectiveness of our technology, application, and infrastructure solutions. This involves promptly identifying and resolving outages or performance issues, providing first-line support to end-users, and ensuring minimal disruption to business operations.
In addition, this role will also provide IT support and administration to all back-office systems, including bespoke Insurance and Referencing systems. You will oversee desktop environments for the Group and offer technical assistance to external customers, primarily letting agents and landlords.
Furthermore, the role encompasses active participation in the continuous rollout of Service Desk projects, supporting the Service Desk Manager and Infrastructure team as needed.
The IT Service Desk operates between the hours of 08:30 and 17:30 Monday to Friday with Saturday cover from 09:00 to 14:00 on a rotational basis (overtime paid).
Responsibilities:
* Manage service requests, incidents, and problems from start to finish, including logging, prioritising, responding, updating, and resolving.
* Support hardware, software, access issues, and internal applications.
* Adhere to SLAs, escalate issues appropriately, and address trends to improve user experience.
* Execute equipment onboarding and offboarding processes per policies.
* Maintain auditing, monitoring, and reporting mechanisms.
* Act as the main contact between end users and external suppliers.
* Work independently and with the team to ensure tasks are executed efficiently.
* Support and maintain the IT desktop environment.
* Contribute to continual service improvement and develop Service Desk policies and documentation.
Experience, Attributes & Skills:
* GCSE Maths and English or equivalent.
* Knowledge of ITIL processes and industry standards.
* Experience in a busy IT support environment.
* Knowledge of computer hardware and OS systems, Office Software.
* Experience with SQL, primarily MySQL 4 and 5.
* Technical support and problem-solving skills.
* Experience with incident management and request fulfillment.
* Familiarity with Microsoft, Android, and iOS systems.
* Ability to work in a matrixed team, proactive, organized, with excellent communication and stakeholder management skills.
* Attention to detail, lateral thinking, resilience, and flexibility to travel.
* ITIL Foundation certification preferred.
* Higher education or professional qualifications, insurance/financial services experience, and knowledge of VOIP, printers, WAN, compliance, and Identity Access Management are desirable.
Further information:
We offer a competitive salary and benefits, including holiday allowance, death in service, pension, enhanced parental leave, flexible benefits, discounts, learning and development opportunities, community involvement, and environmental initiatives.
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