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Wolverhampton, West Midlands
Service Support Engineer ICT
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Salary: £11.8 per hour |
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Overview
Post Title:Service Support Engineer Responsible to:Service Support Manager Job Purpose and Role The post holder will form part of the Service Support Team with responsibility for maintaining and supporting company equipment, software and services by providing 1st and 2nd line support to all customers. Provide first and second line ICT support (Service and Incident Management) Ensure the ICT service meets the needs of the Business Users (Change Management) Ensure that equipment and services are fit for purpose (Supplier Management) Ensure that Incident trends are monitored, reported and resolved (Problem Management) Assist the Service Support Manager on the implementation of ICT projects (Project Management) Assist with Engaging customers in specifying requirements (Process Improvement) Principal Duties and Responsibilities To be a point of contact and to provide advice and support on all ICT systems that company support. Including Desktop, Laptop/Tablet, Mobile, Telephone, Audio & Visual Making sure that customers have the equipment, software and services they require and that it is working correctly. Keep all internal ICT systems up to date; e.g. ICT Assets and Licences, Service Catalogue. To assist with trend analysis of ICT support stats and escalate problems to the Service Support Manager. To assist in Route Cause Analysis to identify and resolve identified Problems. Assist in the implementation and support of ICT, Communications and AV technology. Assist with the planning and delivery of ICT training and product demonstrations / workshops where required. Monitor progress of request and problems, providing the customer with feedback and updated information regarding the progress of the job. Assist ICT Service Desk where required to provide 1st line support to customers Assist in the promotion of best practice of ICT policies and procedures. Ability to drive a works vehicles to support our external customers. To participate in staff development, appraisal and training as appropriate, including continuous professional development.