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Key Responsibilities:
- Take ownership of incidents and service requests logged by users and manage them to completion or escalate as required.
- Manage escalation with third parties where required to provide additional assistance and resolution.
- Help foster and develop good relationships with remote based sites and users to ensure better end user experience.
- Work closely with the operational centre Managers/Leaders to ensure IT assets are utilised in an efficient and effective manner.
- Ensure all assets are properly managed and maintained within the asset register ensuring compliance with our client's ISO standards.
- Perform routine tasks such as resetting passwords, restoring files, setting up new accounts, adding and removing users from security groups.
- Assist with delivering new starter builds and provide IT onboarding and induction training to new users.
- Ensure the onboarding and knowledge base documentation is updated and reviewed by the team.
- Ensure the build checklist is maintained and regularly updated.
- Ensure software installations and devices are patched regularly via standard tools and methods.
- Help manage and maintain local area network for all sites, escalating as appropriate.
- Provide orientation and guidance to users on how to operate computer equipment.
- Manage, maintain local hardware stock and peripherals.
- Carry out and complete assigned IT project work within the specified deadline.
- Assist with regular maintenance and patching tasks, reporting back on clients patched outstanding or issues identified.
- Carry out essential testing and proactive monitoring of IT resources and services escalate alerts as appropriate.
- Provide reports on IT service desk calls, assets as well as backs ups and current state and status.
Candidate Requirements:
- Good understanding of Microsoft and Mac operating systems with demonstrable experience
- Knowledge of working with Active Directory and Office 365
- Experience working with Active Directory
- Experience working with Office 365
- Experience working with Windows 10 & 11 operating systems
- Experience working with a Service desk managing calls and escalating
- Experience with backup technologies
Please note a DBS Enhanced Disclosure is required for all applicants.
The successful applicant must agree to an Enhanced Disclosure under the Disclosure Barring Service Records Bureau procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.
Our client is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
