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This role will involve supporting the management and improvement of the end-user experience and desktop environment across multiple locations in the UK and Ireland. The role is based in our Belfast office. While support for staff based in locations other than the Belfast office is primarily via remote support, travel to remote sites is required to ensure efficient access to company IS systems and resources. There will be an opportunity to develop processes and tools to support this role including hardware/software build, deployment and patching. Suitable candidates are likely to have a minimum of second-line experience. Key Responsibilities/Duties
Responding to Service Desk calls and enquiries promptly, courteously, accurately, and efficiently. Providing day-to-day support for end users. Maintaining a high level of desktop/laptop system service availability and uptime. Maintaining hardware, identifying hardware problems, and arranging offsite repairs when required by suppliers. Supporting user account management and authorisations. Diagnosing computer and application faults. Developing and managing device imaging and updates. Helping users to get the most out of their systems and applications. Taking ownership of resolving problems, involving the right people and/or escalating when required. Engaging with end users and demonstrating a friendly, approachable, and supportive demeanour. Monitoring and following through to ensure the user’s needs and requirements are met. Proactively identifying issues and providing input on improvements for technical problems, IS/IT business processes, systems and technologies. Complying with and respecting company policies, procedures and processes. Proactively seeking opportunities for self-development including improving technical skills, management skills, industry knowledge and analytical techniques. Preferred Skills/Experience
Have a range of experience in IS technologies including but not limited to: Desktop Windows Desktop operating systems. Microsoft 365. Exchange and Outlook email technology. Server General knowledge of Windows operating systems. General knowledge of Active Directory, DNS, DHCP and other server technologies. Storage technologies. Backup principles and software. User Account Management File and print including permissions. AD user account set-up. General AD administration. Device Management General PCs/laptops. Printers. Desk and mobile phones. Network patching. Network Support General Network and TCP/IP networking knowledge. Mail filtering and security. Monitoring and alerting. Switch and router configuration. Personal Skills Troubleshooting analytical skills. Ability to prioritise and plan tasks effectively. Good communication skills, both verbal and written. Ability to produce process and how-to documentation. Ability to control stressful situations. Proactively takes ownership and responsibility. Experience/Qualifications
Industry experience within a site, Desktop and Server Support and Management Role. Full driving license required. Stakeholder management – Create and develop positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives. Analytical thinking – Able to simplify complex problems, process projects into component parts and explore and evaluate systematically. Managing relationships and teamwork – Able to build and maintain effective working relationships with a range of people. Working cooperatively with others as part of a team, rather than working separately or competitively. Planning and organising – Able to think ahead to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines, staffing and resources. Communication – Able to communicate key messages clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information. Decision making – Ready and able to take the initiative, originate action and be responsible for the outcomes of decisions. Resilience – Manages personal effectiveness by managing emotions in the face of pressure, setbacks or when dealing with provocative situations. Demonstrates an approach to work characterised by commitment, motivation and energy. Collaborating across boundaries – Challenges systems, processes and blocks in collaboration. Connects people, ideas, processes and issues. Sets an example by sharing resources, knowledge ideas and skills across the organisation. Builds helpful, productive relationships across the organisation. Additional Information
The role is based within our Group Business Solutions Division in Belfast; however, travel will be required to other Divisions and business stakeholders as necessary. 36.25 hours weekly/7.25 daily. Working hours will vary between 8am-5.30pm with changing start/finish times depending on the team rota and working-from-home requirements.
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This role will involve supporting the management and improvement of the end-user experience and desktop environment across multiple locations in the UK and Ireland. The role is based in our Belfast office. While support for staff based in locations other than the Belfast office is primarily via remote support, travel to remote sites is required to ensure efficient access to company IS systems and resources. There will be an opportunity to develop processes and tools to support this role including hardware/software build, deployment and patching. Suitable candidates are likely to have a minimum of second-line experience. Key Responsibilities/Duties
Responding to Service Desk calls and enquiries promptly, courteously, accurately, and efficiently. Providing day-to-day support for end users. Maintaining a high level of desktop/laptop system service availability and uptime. Maintaining hardware, identifying hardware problems, and arranging offsite repairs when required by suppliers. Supporting user account management and authorisations. Diagnosing computer and application faults. Developing and managing device imaging and updates. Helping users to get the most out of their systems and applications. Taking ownership of resolving problems, involving the right people and/or escalating when required. Engaging with end users and demonstrating a friendly, approachable, and supportive demeanour. Monitoring and following through to ensure the user’s needs and requirements are met. Proactively identifying issues and providing input on improvements for technical problems, IS/IT business processes, systems and technologies. Complying with and respecting company policies, procedures and processes. Proactively seeking opportunities for self-development including improving technical skills, management skills, industry knowledge and analytical techniques. Preferred Skills/Experience
Have a range of experience in IS technologies including but not limited to: Desktop Windows Desktop operating systems. Microsoft 365. Exchange and Outlook email technology. Server General knowledge of Windows operating systems. General knowledge of Active Directory, DNS, DHCP and other server technologies. Storage technologies. Backup principles and software. User Account Management File and print including permissions. AD user account set-up. General AD administration. Device Management General PCs/laptops. Printers. Desk and mobile phones. Network patching. Network Support General Network and TCP/IP networking knowledge. Mail filtering and security. Monitoring and alerting. Switch and router configuration. Personal Skills Troubleshooting analytical skills. Ability to prioritise and plan tasks effectively. Good communication skills, both verbal and written. Ability to produce process and how-to documentation. Ability to control stressful situations. Proactively takes ownership and responsibility. Experience/Qualifications
Industry experience within a site, Desktop and Server Support and Management Role. Full driving license required. Stakeholder management – Create and develop positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives. Analytical thinking – Able to simplify complex problems, process projects into component parts and explore and evaluate systematically. Managing relationships and teamwork – Able to build and maintain effective working relationships with a range of people. Working cooperatively with others as part of a team, rather than working separately or competitively. Planning and organising – Able to think ahead to establish an efficient and appropriate course of action for self and others. Prioritises and plans activities taking into account all the relevant issues and factors such as deadlines, staffing and resources. Communication – Able to communicate key messages clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information. Decision making – Ready and able to take the initiative, originate action and be responsible for the outcomes of decisions. Resilience – Manages personal effectiveness by managing emotions in the face of pressure, setbacks or when dealing with provocative situations. Demonstrates an approach to work characterised by commitment, motivation and energy. Collaborating across boundaries – Challenges systems, processes and blocks in collaboration. Connects people, ideas, processes and issues. Sets an example by sharing resources, knowledge ideas and skills across the organisation. Builds helpful, productive relationships across the organisation. Additional Information
The role is based within our Group Business Solutions Division in Belfast; however, travel will be required to other Divisions and business stakeholders as necessary. 36.25 hours weekly/7.25 daily. Working hours will vary between 8am-5.30pm with changing start/finish times depending on the team rota and working-from-home requirements.
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