IT Service & Support Specialist, 2nd line (Contractor)

12 April 2018
Location : Birmingham

Contract Type : Contract

Description :

Changan UK R&D Centre - based in the West Midlands is currently recruiting for an IT Service & Support Specialist.  This is an exciting career opportunity to work within a World Leading Powertrain R&D Centre.

Job Purpose:

Work with the Senior IT Service & Support Engineer to provide day to day IT Support to the user community-based at Birmingham Business Park. Success in this role will be assessed using a range of metrics including:

  • Throughput: tasks completed / time.
  • Quality: re-work required.
  • Consistency: maintaining agreed standards & doing things in an approved way.
  • Autonomy: the ability to work effectively, without exceeding personal limits.
  • “Personability”: generation of positive feedback from customer interactions.

Personal Specification (i.e. education, experience, skills and attributes):

Individual must have demonstrable skills at second-line level, based on experience acquired in a comparable environment to Changan UK.

Essential skills & experience:

  • In-depth knowledge of Office 365, Windows 7 & 10 and other standard client applications.
  • User account creation and management; Active Directory & Exchange
  • Automated PC build and software deployment technologies
  • Familiarity with formal methodologies, particularly ITIL
  • Ability to prioritise and schedule work to deliver maximum value to the business
  • Demonstrable ability to undertake diagnostics in a structured and effective way

Desirable skills & experience:

  • SharePoint
  • PRTG infrastructure monitoring
  • ITIL V3 Foundation qualification
  • Up to date Microsoft qualifications, particularly network management & SCCM

Main Duties and Responsibilities:

  • Work with the rest of the IT Team to deliver high quality IT support to a user community of around 150 people.
  • Support the transition from reactive to proactive tasks through improved processes, monitoring, maintenance and management.
  • Diagnose and resolve problems across the full range of IT solutions in use within the business, taking the initiative and working proactively, without close supervision.
  • Work with the rest of the IT Team to improve support quality and productivity.
  • Actively seek improvements to processes, policies and procedures to enhance customer service.
  • Ensure all incidents are recorded and handled properly.
  • Further the reputation of the IT Team within the business by communicating effectively, supporting agreed policies and behaving in a professional manner.
  • Help ensure the needs of new starters are fully met, right first time.
  • Proactively share knowledge and help other team members to do the same.
  • Ensure solutions provided are in line with agreed IT strategy and standards.
  • Adhere to industry best practice, as outlined in ITIL V3.
  • Use the Service Desk Management Tool and associated resources effectively and constructively. Work to and support use of Key Performance Indicators (KPIs).
  • Support IT elements of projects and initiatives, working effectively with in-house and external resources.
  • Work with the rest of the team to ensure periods of holiday and absence are covered as effectively as possible, so as to minimise risk to Service Delivery.
  • Occasionally work outside normal office hours when necessary.

Other features of role:

  • There will be an opportunity to learn more about, and hence and specialise in specific products, such as CAD (PTC Creo / Windchill), so past experience with these products would be beneficial.
  • Chinese language skills would be an advantage.
Package : Competitive rate, negotiable depending on background and experience.