IT Operations & Infrastructure Engineer - Luton and Travel
- Recruiter
- Additional Resources
- Location
- Luton
- Salary
- Competitive
- Posted
- 01 Nov 2014
- Closes
- 01 Nov 2014
- Sectors
- Travel & Tourism
- Contract Type
- Permanent
- Hours
- Full Time
IT Operations Infrastructure Engineer Luton and Travelbr br Package k k plus car allowance plus Pension Private healthcarebr Permanentbr Skills IT Support, ITIL, Windows 7,8, MS Office, Active Directory, Basic network server technologies such as DHCP, DNS, Exchange, Lync and Sharepointbr br Working within Group IT as part of a distributed team the role is to provide operational support and management of internal IT systems, delivering service to approximately 1100 staff throughout the UK including around 250 home based and mobile staff.br br Main Duties will Include br br To identify, log, categorise, prioritise and respond to incoming support calls within agreed SLA sbr To diagnose and resolve support incidents.br To keep accurate and contemporaneous records of support activity.br To actively take part in request and problem management.br To appropriately escalate support calls in a timely manner and within SLAbr To manage his her individual call queue and assist with group and other queues where required.br To liaise with 3rd party suppliersbr To provide out of hours or on call support where required.br To undertake operational duties, including Event Management and System Administration as required.br Build and maintain a strong working relationship within the Operations team and with the Projects team.br br Key Accountabilitiesbr br Ownership of incidents and requests through to conclusion.br Manage own workload effectively br Escalation of incidents and requests in a timely and appropriate manner br Accurate and contemporaneous recording of operational activity, to agreed standards.br Follow approved procedures for change control and documentationbr Develop both internal and external relationships to enhance service provision. br Understand and be able to work within and to SLAbr Contribute to the continuous process improvement regimebr Coaching and mentoring fellow team members to spread skills and knowledge br br Skills Requiredbr br Able to put the customer at ease and deal sensitively with issues complaintsbr Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolvedbr Act as a point of reference for queries from other team membersbr Use expertise to reach effective resolution and prevention of future incidentsbr Resolve complex customer service issues, escalate where necessarybr Understand the need to adapt your style to suit the customer communicate in a clear and confident mannerbr Demonstrate proactive approach in building relationships with othersbr Understand roles of other teams and draw on expertise outside immediate team to resolve customer issuebr Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breachedbr Able to quickly modify priorities and actions to meet customer requirementsbr Put current processes to the test and think of a better way document the process and utilizebr Effective communicationbr br To have at least 2 years experience working in an ITIL focused environment supporting br Microsoft Windows 7 and or 8br Microsoft Office applicationsbr Network infrastructure and communications technologiesbr Active Directory and domain administrationbr Basic network server technologies such as DHCP, DNS, Exchange, Lync and Sharepointbr Demonstrable problem solving and troubleshooting skillsbr A keen and willing approach to learning new skillsbr Excellent verbal and written customer service and communication skills.br A full driving licensebr br Skills required br br Key words ITIL, Windows 7 and 8, MS office, Active Directorybr br We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies Employment Businesses Regulations 2003. ITIL, Windows 7 and 8, MS office, Active Directory