Hays
Shopfloor IT Support
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Job Title: Shopfloor IT Support
Location: Crewe, Cheshire, CW1 3PL | Office - 100% on-site
Duration: 3 initial month contract
Rate: £313 per day INSIDE / UMBRELLA
You will be the first point of contact for customers, delivering the highest level of customer service and engagement, and will be pre-empting investigating and resolving incidents.
The role will be on a client site five days a week (Monday to Friday between 06:00 to 21:00) in Crewe. There are no options for Hybrid or remote working.
Your role
- Undertake regular floor walking as a proactive support measure.
- Maintaining a stock of spare equipment for rapid deployment and timely issue resolution.
- Liaising continuously with customers to ensure smooth communication and efficient service whilst resolving customer queries on-site.
- Working closely with maintenance teams to determine whether issues are IT-related or plant-related.
- Providing advice with guidance through user best practices, identifying and mitigating repeatable cases and creating knowledge-based articles (KBA's).
- Responsibility for resolving Incidents and Service Requests to SLA using tools such as ServiceNow, InTune and SCCM.
- Engaging with Capgemini MIM for the management and resolution of major incidents.
- Modern workplace management experience using Autopilot would be advantageous.
- Accurate IT hardware management using a Configuration Management Database (CMDB) and Active Directory (AD).
- Representing Capgemini at daily and weekly meetings with Production and Maintenance staff.
- Part of the out-of-hours-on-call rota for Crewe site to provide escort services for external engineers.
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Your skills and experience
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and technical teams at all levels.
- Ability to work within a busy environment and can work calmly under pressure.
- Critical thinking and problem-solving skills, with an ability to think outside the box.
- Working knowledge of Microsoft Windows OS (10 and 11) and Microsoft 365 Office Suite.
- Understanding of IT hardware, predominately desktops and laptops, but also other mobile technologies; printers; peripherals and network fundamentals.
- A "can-do attitude" to ensure production is resumed as soon as possible with perhaps a more permanent fix being deployed at a later date. Will need to be a team player with a flexible approach towards responsibilities.
- A good understanding of the additional risks associated with working within a manufacturing environment, full training (and ongoing) training will be provided.
- Interest in automation scripting technologies would be advantageous.
- Strong documentation capability with an eye for detail and relevant experience of the manufacturing sector would be advantageous.
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