About this role
Reporting the Head of IT Operations (UK) and Southam based, the IT System Administrator will be required to provide desktop support primarily for UK based users, and factory systems; including hardware, software and infrastructure ensuring that service levels are maintained, and the business is fully supported. In addition to this, the job holder will be required to work with the business and IT Managers to develop, agree and maintain structured IT Service Level Agreements (SLA’s) which will include the development and increased use of the Global Service Desk system.
Essential Duties and Responsibilities:
· Ensure that service requests and incidents are addressed in a timely manner, adhering to pre-defined SLA’s and business impact.
· Providing speedy turnaround on fix for fail issues raised via the service desk system escalating further to line management as and when required.
· Maintain an up to date asset register for all IT equipment and services including service contracts, ensuring active directory (AD) hardware records are aligned.
· Maintain AD employee information, ensuring the directory remains up to date and in line with HR requirements.
· Undertake timely archive and removal of expired email accounts.
· Ensure that defined procedures for setting up IT equipment and users are adhered to, in addition and identify process improvements on an ongoing basis.
· Create and maintain documentation to provide information for IT incidents and services.
· Review IT documents and procedures with the IT team to ensure documented information is current and accurate.
· Maintain support and ensure security of servers/desktop and laptops.
· Responsible for User-ID and account creation and maintenance (active directory).
· Conduct research on network products, services, protocols and standards.
· Administer hardware and software upgrades when required.
· Assist with maintaining O365 environment including Teams and Licence allocation.
· Maintain security solutions, including firewall, anti-virus and intrusion detection systems.
· Daily maintenance of switches, routers, firewalls, servers and all other network equipment.
Skills & Qualifications
• Good understanding of Service Desk processes and operations
• Understanding of general business practices, specifically within a constriction, service management or manufacturing environment.
• Experience of all elements of front line service desk activities
• Ability to resolve complex functional and technical issues on a daily basis.
· Excellent customer focus and customer service skills
• Experience of SQL Server (multiple versions) and system development
• Knowledge of the ITIL Service Management process
• Experience of business analytical tools and processes
• Ability to work to tight deadlines, tight scope but with a creative input
· Ability and attitude to provide superior user service and support.
· Ability to work as an effective team member.
· Good oral and written communication skills.
· Ability to effectively present information and respond to questions from users.
· In depth knowledge of Microsoft products, prior experience in Server & Network Administration, experience with ackup & Recovery applications.
· 2+ years in Technical/Network Support Experience is preferable.
Operational
· Maintain working relationships within the team and with our suppliers to ensure that all deployed services, are supported and maintained effectively and efficiently.
· Ability to read, analyse, apply and improve technical procedures.
· Ability to read and interpret documents such as procedure manuals, business periodicals, professional journals, operating and maintenance instructions, and safety rules.
· Support corporate compliance standards to de risk any potential issues and minimise impact or potential degradation to business operations. Finance Audits, DPA Audits, GDPR, Security, Disaster Recovery.
· Keep abreast of current technologies/innovations and identify where such technologies could be beneficial to improve company performance. Connect with industry at Forums, attend annual conferences
Profile Description of Incumbent
Essential
· Native English speaker with other additional languages an advantage.
· Service delivery exposure with a high degree of customer and communication skills.
· Broad experience of software development/application management through the full systems lifecycle.
· Strong analytical and problem-solving skills.
Desirable
· University degree in computing.
· Supplier/Partner operational management experience in outsourced/3rd Party support.
· Experience of Big Data and Analytics e.g., Power BI
£35,000 - £40,000