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
#J-18808-Ljbffr