About this role
The IT Specialist role holds responsibility for providing 2nd Line technical support to our colleagues and customers, resolving issues within agreed service level agreements and key performance indicators as set within the IT Support guidelines. At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we’re making workplaces safer every day. • Providing 2nd line technical support to 1500+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices • Provide escalation support to the 1st line support team • Work with additional Technology teams to triage and resolve system and product related tickets • Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues • Supporting company hardware and software • Allocating more complex tickets to the relevant teams where appropriate • Logging incidents with our external 3rd party service providers • Aiming to respond and resolve 95% of incidents within the SLA • Support in the delivery of technology projects • Carry out regular checking of backups, infrastructure, security measures and systems • Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function • Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk • Providing support during the opening hours of tech support, 08:00 till 17:00 via shifts. • The consideration and application of information security principles within to day-to-day tasks • Regular travel to all UK Alcumus offices to maintain relationships with team members and customers. • Delivery of the Alcumus Technology induction programme.