Job Description
Job Title:
Onsite Engineer / IT Service System Engineer
Contract Type:
Fixed Term Contract
Key Purpose of Division:
The mission of the IT Division is to deliver “best-in-class” Digital and IT services to our customers and end-users enabling business growth, and Digital “cost-to-serve”
Overall Job Purpose:
* Working directly for the IT Service Operations Manager, the System Engineer will provide desktop support for all users.
* Act within the ITIL framework across all processes.
* Deal with all requests and incidents raised by users in LPUK, including managing hardware requirements.
Key Responsibilities:
* Support the end-to-end operational service delivery to all LPUK customers and
* users, to ensure quality and consistency of service is provided using best practice
* service management aligned processes and procedures.
* Support and facilitate the agreed and appropriate measurement and reporting in
* all aspects of IT Desktop Support, ensuring KPIs and metrics are maintained and
* aligned with ITIL.
* Follow the daily operation of the desktop support processes to ensure good
* execution and compliance, identify, and report any incompliance or cross
* technology process improvement initiatives.
* Ensure that the appropriate incident and problem notification and escalation
* process and matrices are followed and escalate to a manager where appropriate.
* Monitor the daily operation of the desktop support processes to ensure good
* execution and compliance, identify, and report any incompliance or cross
* technology process improvement initiatives.
* Support the IT Service Operations Manager to achieve quality service delivery to
* customers and users and to ensure there is suitable business prioritisation of
* incidents and problems.
Desirable Education & Technical Ability:
* Desktop Support and/or 1st line expertise – ability to support end users directly.
* Excellent verbal and written communication skills. Able to communicate clearly
* and appropriately for a range of audiences. Ability to articulate complex issues
* and recommendations.
* Excellent organizational and time management skills with the ability to prioritize
* work effectively.
* Sound decision making skills and the ability to work under pressure.
* A positive proactive approach to maintaining and improving services.
* Fluent in business English – written and verbal.
* Financial Services’ experience advantageous.
* Degree educated or equivalent experience.
* ITIL v3 or v4 Foundation.
* PRINCE2 Foundation and Practitioner / Agile – Scrum Master desirable.
* Full current driving license required.
* Flexibility to travel and work at other locations where required.
* LeasePlan expects all employees to keep up to date and adhere to LeasePlan
* policies and procedures.
Desired Previous Work Experience:
* Experience in working in service delivery teams, desktop support teams, and service desk disciplines.
* Maintaining, and following ITIL processes.
* Maintaining strong and effective relationships with teams, customers, and partners and delivering excellent customer service.
* Working with multiple teams and suppliers to resolve incidents and problems.
* Monitoring and reporting against agreed SLAs, KPIs and delivering BAU objectives.
* Experience in working with offshore service providers.
* Experience of influencing and driving change and improvement.
* Service Transition expertise – ability to support the transition from project/development into application support/BAU.
* Flexible with proven ability to manage multiple tasks, prioritise work effectively and independently, and meet deadlines.