Specific:

The post holder will be responsible for:

• Recording details of users’ issues and using triage questions and IT support documentation to isolate a problem and identify resolutions.
• Where necessary you will determine if an issue requires escalation to other resolver groups within PPP or SL.
• You will update users with the progress of their request or issue and review the support queues to ensure Service Level targets are achieved.
• Liaise with other Digital team members to schedule appointments with specialists to help users resolve complex issues.
• Use request fulfilment and incident management processes together with Service Now, an IT Service Management system used to record, manage and report on all aspects of IT service delivery.
• Support others within PPP Digital to collate Service Performance metrics and maintain key registers including updates to CMDB and DSL.
• Participate in service improvement by supporting preparation of analysis, reviews and reports.

Experience, Skills and Knowledge:

Essential:

• Experience of configuration and support for Windows 10 (11 and Windows 365 beneficial) including networking, TCP/IP, Internet connectivity and user profiles.
• Experience of configuration and support for Microsoft 365 end user tools including Outlook, Office suite (Word, Excel, Powerpoint…), Teams and SharePoint.
• Ability to read or listen to users and accurately and succinctly identify the need and record it on the Service Now system.
• Information Technology Infrastructure Library (ITIL) Foundation qualification.
• Ability to triage issues using pre-prepared scripts or your previous experiences and subsequently implement fixes yourself or escalate to other resolver groups.
• Ability to oversee and manage request and incident queues to ensure Service and Operational Level Agreements (SLA/OLA) are honoured.
• Very good interpersonal skills.
• A strong aptitude for problem-solving and attentiveness to details.
• Ability to work at pace and under pressure to deliver trusted analysis and information.

Preferred:

• Experience of Windows Server / Microsoft 365 management and support tools highly beneficial.
• Microsoft Certified – M365 Fundamentals / Endpoint Administrator Associate – preferred but not essential.
• Microsoft Certified – Azure Fundamentals – preferred but not essential.
• Experience of Microsoft Intune and Azure Portal including user and application administration highly beneficial.
• Experience of TCP/IP network problem identification and resolution highly beneficial.
• Experience of Service Now and ITIL practices including maintaining key registers.
• Experience of using collaborative and remote administration software such as Teams and Remote Assist.

Core Competencies:

• Communication skills – be articulate and engaging. Demonstrate ability to listen and play back issues to get a clear understanding of problems.
• Organised – able to monitor and manage multiple on-going support incidents and services requests.
• Accurate – records and communicates technical information correctly.
• Building Relationships – able to engage with and maintain productive relationships with a wide range of people with differing skills and experience.
• Influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others.
• Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements.
• Drive – has the energy, enthusiasm, and a can do, will do approach to deliver the best service possible.
• Flexibility – adaptable in responding to change and uncertainty to deliver and add value.

Behaviours:

• Listening and composed
• Detail Oriented
• Organised
• Communicator and Collaborator
• Passion for Success
• Team Player
• Empathetic and Considerate
• People & Skills advocate
• Adaptable to Change
• Resilience

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