Office based role at Thorpe Park Leeds, LS15
* 25 days holiday with the option to buy or sell up to 5 days holiday per year
* Birthday off
* Monthly bonus scheme
* Auto enrolment pension scheme
* Life assurance
Hours of work
37.5 hours per week (hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role).
The Role - office based at Thorpe Park, Leeds 15
Overview
* First line responsibility for the day to day end user IT support needs of the company
* Serve as primary point of contact for all IT support including in person, via phone and via the IT Service Desk ticketing system
* Shared responsibility for the incoming tickets, including;
* Assessing and assigning priorities of tickets
* Working on tickets on a 'resolve or escalate' basis, performing 1st line trouble shooting on all incoming issues
* Escalating and assigning as necessary to the 2nd line Infrastructure Team
* Working to departmental SLAs for first response and resolution times
* Logging of all user interactions on the IT Service Desk
* Updating tickets to keep users informed
* Offer advice to end users where applicable
* Stay current with business application and system information, changes and updates
* Carry out any other tasks as required by the Infrastructure manager or Team Leaders
* Attend training courses when arranged and read relevant material as distributed by colleagues
* Analyse information and assist in developing infrastructure to support business process design and improvement activities
* 1st line of support for maintenance of existing systems
* Testing new developments and changes within Phoebus (internal mortgage processing system), web applications and other internal systems
This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.
The Person
Overview
A presentable and highly organised individual, with a keen attention to detail and a methodical approach to their work including a logical approach to problem solving.
An effective communicator, able to deal with colleagues and potentially suppliers in a professional and confident manner. Must have the ability to prioritise and work to strict deadlines as well as the drive to expand their knowledge as appropriate.
Strong interpersonal skills are required to work with colleagues and third parties to solve technical problems quickly and efficiently.
Skills & Experience
Mandatory
* Minimum of 12 months in an IT support role
* Excellent verbal and written communication skills
* Keen ability to identify critical issues and prioritise/escalate them
* A strong sense of pride and teamwork and a willingness to aid in the success of the team
* Basic enterprise IT knowledge;
* Active Directory Domain knowledge, security groups, account creation etc
* Basic TCP/IP Networking knowledge - Routing + DNS etc
* Basic hardware knowledge, PC / laptop / peripherals etc
* Analytical and technical communication skills
* Demonstrates initiative and a can-do attitude
* Adaptable and resilient to changing needs and priorities
* Ability to work independently as well as within a team
* Experience working on ITSM tools eg. Jira, ServiceNOW, Zendesk
* Knowledge of corporate telephony systems
* Knowledge of O365 and Exchange
Qualifications
General Education
* GCSE IT (equivalent) or higher.
* MTA
* CompTIA A+
* CompTIA Network+
* ITL
* Financial services background/knowledge
This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.
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