Brainkind
Technology Service Delivery - IT Engineer
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POSITION: IT Engineer
REPORTS TO: Technology Services Manager
LOCATION: CSS, Hybrid
MAIN PURPOSE
To work within the Brainkind technology infrastructure team, providing technical support across the Brainkind estate, acting as a resolver group to provide onsite customer support, incident resolution, technical support and advice to the business.
As a member of the service delivery team, you will ensure the incident, request, problem, configuration and change processes are managed and adhered to, dealing with and working with colleagues to resolve incidents and requests, escalating to the appropriate support teams and third-party suppliers, as necessary.
MAIN TASKS AND RESPONSIBILITIES
- Monitor the IT ticketing system and resolve incidents in partnership with our outsourced service desk
- Ensure all incidents, change and service requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool, while delivering excellent and clear communications of incidents, service requests and service updates
- Provide a quality service and customer support during visits to services
- Review Incidents and requests with customers and work together to continuously improve service delivery provision
- Manage all on site installation, repair and maintenance including test tasks across the Brainkind
- Investigate and accurately diagnose technical problems and determine solutions to both internal and external customers. Minimise service interruptions and work to resume normal service as soon as possible following the approved incident management process
- Build a strong relationship with both internal and external suppliers and customers
- With support from colleagues, implement change to the ICT systems ensuring they are made only with the agreement of the appropriate authorities and system owners and that they follow a properly approved change control process
- Create and maintain documentation and ensure that technical and procedural documentation is in place and up-to-date
- Act to prevent problems, reporting and escalating issues where necessary
- Identify and take forward improvement opportunities and contribute to the overall service improvement plan
- Communicate clearly with customers about incidents, requests and service affecting issues at all times
- Identify and report recurring incidents to Team Leader
- Contribute to the development, improvement and creation of the regular IT Service Management reports
- Utilise project management methodology and agile practices, where appropriate, to enhance communication and assist in planning for any development or change
- Work with suppliers and colleagues and assist in technical transformation projects, contributing to the strategic aims of the department and organisation
- Maintain and enhance technical skills required to ensure that service targets are met
- Work collaboratively with suppliers and colleagues to deliver a customer-focused IT service
- Effectively communicate with both technical and non-technical users at all levels of an organisation
- Create and maintain a positive employee culture of good communications, customer care and continuous improvement
- Undertake, any reasonable travelling requirements, in order to fulfil the tasks and responsibilities of the role
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PERSONAL DEVELOPMENT, SUPERVISION AND TRAINING
- Participate in regular support and supervision from line management
- Continuously develop professional knowledge and expertise, attending and participating in learning and development events, meetings, conferences, and events (as requested/approved by line management) to ensure up to date knowledge relevant to the role
- Attend and participate in regular team and other meetings, both internal and external
POLICIES AND PROCEDURES
- The post holder will be expected, always, to be familiar and comply with the written policies, procedures and guidelines for good practice, issued by Brainkind
- Ensure the Health & Safety policy and procedures are always adhered to
- Take personal responsibility for own health and safety and report incidents and potential hazards as necessary
SOCIAL CARE COMMITMENT
When working for the Brainkind all employees are required to work responsibly and be accountable for their actions, upholding dignity and the rights and health and wellbeing of our Service Users and their Colleagues
The Disabilities Trust operates in a constantly changing environment and as such work priorities and objectives may change. The Trust reserves the right to make reasonable changes to the job purpose and accountabilities.
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