IT Site Lead
Role details
Job location
Tech stack
Job description
35 hours per week 9 : 30am to 5 : 30pm but additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the officeplease contact a member of the recruitment team to discuss further., The role of the IT Site Lead is to provide second line IT support to the business. This involves taking ownership of incidents and requests that have been assigned / escalated to the User Support team and troubleshooting these through to resolution in a timely and consistent manner meeting customer satisfaction and continuous service delivery demands thus cultivating a first-class consistent experience for the business.
The IT Site Lead provides support primarily to the Birmingham and Dublin offices but may also be called upon to assist the user base of other offices in the region. The IT Site Lead will also assist third-line with upgrades and projects. On occasions weekend work will be required for maintenance upgrades and project.
The team provides second-line IT support primarily to the offices within the UK. Still they also assist the user base of other offices when local offices may be closed or there is no on-site support personnel available. The bulk of support is provided remotely using remote desktop tools but there is often a requirement to undertake desk visits.
The team work to high expectations and are expected to demonstrate the firms values
Clients come first
Excellence in all we do
One team worldwide
Commitment to our firms success
Good citizenship
Key Responsibilities / Accountabilities
Incident Management
Using the Incident Management tool to record and accurately create / update all Incidents / Requests in line with defined quality requirements.
Maintain high levels of incident ownership through the incident lifecycle to satisfactory customer resolution.
Categorising and escalating incidents and service requests in line with the Firms Incident Management Process.
Setting the users expectations in relation to incident resolution or service request fulfillment. These should be in line with the agreed SLTs.
Provide timely and constructive feedback on de-escalations of incidents / requests that have been incorrectly assigned.
Main Responsibilities
Responsible for working as part of a team to provide a highly-mobile and high quality support service to the UK offices by resolving incidents / requests in a timely fashion remotely or in person.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.
Install configure upgrade and support hardware such as but not limited to laptops desktop PCs printers telephones and mobile devices.
Install upgrade and troubleshoot all applications that fall under the HL application suite.
Assist in testing new software and hardware providing constructive feedback as required.
Maintain accurate stock levels and associated records.
Follow appropriate processes and procedures in relation to assets life-cycle
Perform desk or departmental moves at a time times that doesnt impact the end users ability to work.
Provide second line remote support to the user base of all other offices when their office may be closed or if there is no local support to assist.
Provide support at events and meetings in line with the business requirements.
Ensure that desktop security configurations and practices are implemented and maintained in line with the companys policies and procedures.
Assist with the cover or overflow of Service Desk calls ensuring they are processed and logged in accordance with the incident management and quality management processes.
Assist in knowledge sharing by contributing towards the creation / amendment of support documentation into the Knowledge Base.
Understand priorities for the delivery of all IT services and proactively manage own workload to ensure all deadlines are met.
To constantly and proactively look for ways to improve the systems service processes performance and communication of the IT Support Services team.
Provide back-up and support the London based AV team when they are shorthanded and / or when support is needed during extended core hours.
There will be a requirement to work overtime and / or work overseas on occasions as required by the needs of the business.
As IT Site Lead there will be a responsibility for on-call duty. This is a best endeavors approach; however onsite visits may be required after hours in a major incident scenario. The role is also required to notify the UK Regional IT Manager of general availability each weekend so that alternative plans can be implemented if required.
Specific duties or responsibilities may be reviewed from time to time to reflect changes in personnel and management structure staff location or services.
All members of the firm participate in our Responsible Business program., Our goal is to embed flexibility across our business by giving everyone the opportunity to work in an agile way whether as a regular pattern or on an ad hoc basis and we will be happy to discuss this further.
Requirements
Qualifications and Training
At least two years experience in a similar role.
ITIL Foundation accreditation preferred.
Strong knowledge of Office 365 (Outlook Word Excel and PowerPoint) document management systems and mobile devices ( iOS) preferred.
Intune Intra and Windows 11 knowledge.
Familiarity with Windows administration and networking desired.
General Attributes
Customer Service
Confidently builds rapport and instils confidence with all stakeholders and customers.
Understands who their customers are and can identify solutions that meet the requirements of the customer.
Problem Solving
Takes a proactive approach to problem solving by identifying patterns and trends.
Makes suggestions and recommendations to resolve issues and improve services.
Can analyse service issues and understands independencies.
Ensures full understanding of departmental processes and procedures taking steps to close gaps in knowledge.
Thorough and methodical in their approach leaving no stone unturned.
Communication
Seeks and provides constructive feedback.
Can communicate technical concepts confidently and accurately.
Is comfortable coaching others in their area of expertise.
Comfortable interacting with all levels.
Team Work
Owns the delivery of tasks on behalf of the team.
Actively looks to encourage others and the team to deliver to the best of their ability.
Is flexible in their approach to the work they undertake and happy to fulfil all tasks to achieve a successful outcome.
Is comfortable in providing instruction and guidance to individuals and other teams.
Sets appropriate and realistic deadlines and works hard to achieve them., Law Enforcement,ABB,Marine Biology,Filing,Automobile,AV
