IT Operational Support provides reactive and proactive IT 1st and 2nd level support to employees using different IT business solutions. In the modern world some users are based in the building due to the nature of their role but more frequently a mix of local and remote support.
The position demands proven communication, analytical and problem-solving skills to help identify, record, communicate and resolve IT incidents and make the appropriate recommendations in order to prevent re-occurrence wherever possible. Obviously, users have varying levels of specialism and technical capabilities which demands patience and support staff to be adaptable.
The role also works closely with other members of the IT Team and other departments in order to identify, recommend, develop, implement, and support cost-effective technology solutions and improvements. This will also involve providing support with project and change activities with agreed programs of work. The scope of technical services continues to change and with that the requirement for Operational Support to continue to adapt remains present.
Roles & Responsibilities:
Support the deployment, monitoring, maintenance, development, upgrade, and operation of IT equipment and software. Either with own knowledge and capability or leveraging colleagues in Global technology.
Provide Operational Support solutions – process and systems – and ensure data accuracy. Either with own knowledge and capability or leveraging colleagues in Global technology.
Provide training and awareness where agreed by Team Leader and Senior Management
Approve the purchase of equipment and supplies in order to meet operational requirements
Practice asset management for IT hardware, software, and equipment including communal hardware and equipment, personal hardware and equipment, including desktops, laptops, printers, audio visual equipment collaboration tools, and digital data management and application software
Support the management and execution of operations-related projects and project portfolios
Assist in the provision of end-user services, including help desk and technical support services
Assist where appropriate with the alignment of IT and OT technology platforms
Manage expectations of multiple business stakeholders, ensuring that effective communication occurs related to service delivery and build strong and collaborative relationships with the IT Team across Europe
Proactive IT Planning and Execution, developing maintenance schedules for equipment, conducting feasibility testing and implementing policies and procedures amongst other initiatives.
Knowledge:
High level of experience with the core Microsoft office stack of products.
Some operational networking knowledge.
Competence with Enterprise services, Azure, AAD.