Technical Support Specialist II

DESCRIPTION:

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. Our mission is to lead the way in science, technology and health.

Our strategy is to combine content with technology, supported by operational efficiency, to turn information into actionable knowledge. To delivery against our strategy, we employ over 7,000 people, including 1,000 technologists

ROLE SUMMARY:

We have a fantastic opportunity for a Technical Support Specialist to join us in London. You will be an integral part of a regional Desktop Support function provided through internal Elsevier teams, who are responsible for supporting around 9,000 internal and 3rd party users. It's a great time to join Elsevier, as we're running a major End User Computing (EUC) and Network transformation programme to deliver an integrated and dynamic end-user capability that enables our people to access services and knowledge from any device, anywhere.

The Technical Support Specialist must provide high quality and professional technical support for various IT services across local and regional offices. You will be required to build excellent end-user relationships, and gain a good understanding of business-critical periods, processes and applications.

JOB REQUIREMENTS:

Key Accountabilities

The primary role of this position is to ensure that our business colleagues are working as efficiently as possible. This requires you to provide excellent customer and technical support, resolving incidents and problems as quickly as possible. Applying workarounds and resolutions to IT Incidents to restore acceptable IT Services to the Business to allow colleagues of Elsevier to achieve their work goals. Additionally, you will share your IT knowledge with end-users through face to face instruction, creating knowledge articles and responding to online forums.

• Resolve complex incidents that could not be resolved by the IT Service Desk
• Troubleshoot incidents within agreed service levels, either remotely or by visiting the end-user.
• Carry out requests and provisioning activities, including hardware requests, operating system upgrades, file restores, virtual desktop creation etc
• Promptly communicate escalations and outcomes to management.
• Feed into the Problem Management process to identify and resolve repeat incidents as Problems
• Work with the 3rd line engineering teams, as well as vendors, to provide problem analysis, identification, and resolution of complex issues
• Contribute to the improvement of processes and approaches within the department
• Provide remote hands-on support for server and network hardware and software as directed by operations services owners.
• Regular liaison and the building of good relations with the Service Desk and Desktop Engineering
• Provide a premium user experience to VIPs/Execs

Key Performance Indicators

• Faults and escalations handled through to resolution within specified OLA's
• Achievement of Customer Satisfaction Targets measured through scoring and feedback
• Maximum possible service availability and performance maintained 24/7
• Provide operational services to the end user community and other technical teams
• Core EUC services delivered seamlessly
• Knowledge Base articles are produced to assist with issue resolution and end user self-service

Main Contacts (External/Internal):

• Team Manager (daily: direct manager)
• Peers (daily: team members)
• End Users (Daily)
• Key Stakeholders (Service Desk and 3rd line Engineering teams)

Requirements

• IT problem solving experience
• Demonstrable experience in a customer facing technical support role supporting a large-scale multisite enterprise environment
• Good communicator with a natural aptitude for dealing with people
• Knowledge and belief in principles of ITIL specifically Incident, Problem, Configuration and Change Management, and Request Management
• Commitment to service improvement with a customer focused attitude
• Good understanding of the role of IT within the business
• Good understanding of different business functions and their critical periods
• Confidence to deal professionally with people at all levels in the organisation

Technical Skills Knowledge/Experience

Essential

• Experience of building and troubleshooting Windows desktop operating systems, up to and including Windows 10
• Good experience of VDI platforms and supporting remote desktop users
• Good experience in the automation of manual tasks and seeking out efficiencies by 'shifting left' where possible, for example the automation of Desktop provisioning and Application deployment, including end user self-service
• Proven knowledge of desktop hardware and peripherals.
• Knowledge of Active Directory and troubleshooting Group Policy
• Demonstrable experience of supporting MS Office suite, up to and including 2016/O365
• Mobile Device Management configuration and troubleshooting (Intune)
• Experience of deploying software using SCCM
• Experienced with setting up and supporting audio/video conferencing facilities
• Good knowledge of, and experience troubleshooting and maintaining, desktop security products such as anti-virus, certificates, drive encryption, and OS Patching
• Experience of working in high pressured project environments managing the co-ordination and staffing for Office restacks
• Working knowledge of broader MS product range (Skype for Business, OneDrive, SharePoint, Teams)

Desirable

• Experience of supporting Apple Mac devices (iOS and MacOS)
• An understanding of Amazon Web Services (AWS) core services and connectivity options
• Good knowledge of, and experience troubleshooting and maintaining, desktop security products such as anti-virus, certificates, drive encryption, and OS Patching
• A good level of knowledge of PowerShell to automate complex and repetitive operations, as well as for troubleshooting purposes.
• Experience of working in high pressured project environments managing the co-ordination and staffing for office restacks
• ITIL Foundation V3 certified
• CompTIA A+ certification

Success in the role requires the following personal qualities

• Commitment to service improvement with a customer focused 'Service First' attitude
• Able to work effectively and deliver a high standard of work in a busy and growing environment
• Excellent organisational skills
• Application of Problem solving techniques
• Dependable especially with commitments
• Excellent time management and prioritisation skills
• Team player who takes ownership of activities when required
• Able to multitask without affecting quality
• Excellent stakeholder management skills are paramount for communicating and managing service level targets, resolving escalations and continual service improvement (verbal and written