IT Support Engineer (AW000227) Oxfordshire, England
| Salary: | GBP200 - GBP220 per day |
Position-Support Engineer
Location- Oxford / Hybrid
£220 per day inside..
Purpose Statement
Our client is committed to becoming Europe's leading fertility service provider. With our 20 centers and other support services across Europe, we provide people with the treatment they need on their journey to starting a family. We are a community of passionate professionals working together to learn, grow and provide joy and relief to everyone who walks through our door.
Key responsibilities
-Daily monitoring of the ITSM system, ensuring all internal processes are followed and all tickets are processed in accordance with defined SLAs.
-Act as escalation point for Junior Support Engineers, providing support, guidance and mentoring as necessary
-Escalation of more complex calls to senior team members or relevant support team.
-Provide IT support to users based at various TFP locations via telephone, remote control, and desk side visits where appropriate to ensure prompt resolution of incidents and requests.
-Maintain a high degree of customer service when responding to and resolving tickets.
-Analyze, research, and propose solutions for IT issues.
-Ensure that all support work is carried out in line with policies & SOPs.
-Assist with the ongoing maintenance of the IT asset register.
-User management via active directory and group policy in line with defined User Access process as required.
-Creation and maintenance of knowledge items to support the Service Desk & customer self-service via the knowledgebase.
-Install, configure, and support a variety of IT hardware/software in line with defined procedures.
The post holder must maintain confidentiality of information about patients, staff and other Company business in accordance with the National and European data protection legislation. In circumstances where it becomes known that a member of staff has communicated such information to an unauthorised person, that staff member will be liable for dismissal.
Terms and conditions
- Permanent post subject to 6-month probation period.
- Full-time 37.5 hours per week.
- Annual leave entitlement 27 days, with leave year starting on 1 January.
- Regional Personal Pension Scheme
Education and qualifications
ITIL Foundation Certificate.
Full UK Driving License
Experience and knowledge
Professional experience of working in a fast-paced IT Service Desk environment.
Working knowledge of Active Directory
Working knowledge of Office 365 (including admin portal)
Windows Desktop
Experience with Service Desk ticketing systems and tools.
Skills and abilities
English speaking
Strong problem solving and analytical skills
Excellent communication skills (both verbal and written) and the ability to communicate with a wide variety of individuals at all organization levels, particularly when conveying technical jargon
Excellent customer service skills and attention to detail
Ability to work under minimal supervision
Personal qualities
Logical Thinker: Is able to apply a consistent, logical methodology to the resolution of IT problems.
Respectful & Approachable: Has sufficient composure to remain respectful even when on the receiving end from an angry, stressed, and frustrated user.
Strong Communicator: Is able to listen to users, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand at all levels of the business.
Time management – Is able to organize, prioritise and manage their workload to maximise their efficiency. Is able to adapt at short notice to the changing priorities of the business.
Attention to detail: Pays attention to detail and accuracy, ensures that activities and tasks are handled correctly and completed on time.
A real team player who supports and encourages those around them. Shares knowledge with their peers. Displays trust in and loyalty to their teammates and celebrates and acknowledges teammates contributions and wins.
INDIT