This role could be alternatively be at either our Bristol or Glasgow offices
We are a systems and engineering technology consultancy that helps organisations deliver innovative engineering to make lives safe, secure, sustainable, and affordable. Our people join us to make an impact on the world and to learn from some of the best minds in the industry. Our people stay with us because they value our supportive team environment and the career opportunities provided by our sustained growth.
The Frazer-Nash Consultancy Service Desk function is the primary user-facing component of the Business Systems department. The Service Desk will act as a single point of contact (SPOC) for the entire department in a 1st line support role.
Duties will include:
- Responding to user communications, requests, and problems
- Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users
- Resourcing of staff to provide cover to the service desk according to agreed core business hours
- Break/Fix resolution
- Processing and delivering routine service/change requests
- O365 Service Health Dashboard monitoring, Password, and user management administration
- Service level performance reporting
- Administration of the Joiners, Movers and Leavers process (Access Management)
- Escalation of issues to internal teams and managed service providers where applicable, maintaining the ownership of all incidents till the point of resolution
- Implementation and management of user governance procedures, and liaison with other departments where necessary, e.g. HR for joiners/mover/leaver procedures
- Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments
Requirements
The successful applicant will meet the following minimum requirements:
- Windows 10 desktop support
- Microsoft Office 365 support
- General desktop support (PC Hardware, PC build, printers, etc.)
- Use and knowledge of Service Desk environments
- Reliable and trustworthy
- Presentable, professional appearance
- Patient, diligent and diplomatic
- Pro-active, resourceful, and able to use initiative
It is to your advantage if you meet any or all the following additional requirements:
- IT Framework qualification e.g. ITIL V3/4 Foundation
- Experience of working on a user facing IT Service Desk
- Excellent verbal communications skills. Approachable, friendly, and able to talk easily with colleagues and users
- Good prioritisation and time management, able to balance competing issues to ensure the right problems are addressed first
- Good written communication, able to quickly record details of problems and solutions as they arise. Can provide clear, concise written reports to other IT departments and external support when escalating issues
- Willingness to develop knowledge and learn new skills
Diligent, organised and goal oriented, understands the importance of service level agreements and will work to achieve them.
Benefits
We provide our people with an excellent benefits package that comprises:
- Competitive salary
- We are happy to talk about flexible working
- 25 days' holiday entitlement
- Holiday sale and purchase scheme
- Company pension scheme
- Targeted professional development
- Life assurance
- Private healthcare membership
- Bonus scheme linked into company performance
- Paid membership fees to a professional institution
- Support in attaining professional membership
- Cycle to work scheme
- Share purchase scheme
- Flexible start and finish time
- Season rail ticket loan