IT service delivery including Incident, Problem, Change and Release Management processes along ITIL best-practice guidelines, focusing on break-fix and maintenance tasks as well as general user support.
Full logging of all incidents raised by users and IT, whether RFFs, RFCs or RFIs
Full logging of all steps taken to resolve incidents
Identification of incident trends in order to escalate to problem status in order to reduce incident rates
Capturing of satisfaction feedback from users
Supporting the move to user self-service by ensuring knowledge base articles and training is effective
Supporting the continuous improvement of IT service delivery, improving closure & satisfaction rates
Other Responsibilities but not limited to:
Active Directory management, with the creation of new users, day-to-day support issues, and managing leaver accounts
Reinstallation, build, hardware/software fault diagnosis
Mobile device support and asset management
Documenting resolutions to build up and maintain the internal knowledge base articles and create help documents that can be shared with the wider teams.
Occasional travel to other NVS locations to deep dive into challenging issues.
Regular engagement with user base, e.g. weekly tips email, posters, Intranet postings, etc.
PC / Laptop builds
1st line support
Application Support
Infrastructure Support
Personal attributes:
REQUIRED:
Naturally customer-facing and service-orientated
Flexible in terms of hours and location
Innovative by nature and happy to experiment with new technology solutions in controlled environments
Pro-active and with a positive, can-do attitude
PREFERRED:
Problem-solving ability
Experience of working in a team
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