Arcadia

Service Technician

Leeds

Service Technician

Leeds

Competitive Salary

THE ROLE

The Service Desk and Incident Support teams, between them, provide 24x7 provision as a SPOC (single point of contact) for all IT related queries, issues and change requests as well as overseeing and managing all operational activities (not undertaken by 3rd party suppliers such as Oracle, Manhattan, Amber Road etc). The two teams work closely alongside each other to provide these services.

The working pattern of the role will be on a 12-hour shift rota basis, covering day and night shifts and weekend working and covering bank holidays. Comprehensive shift rotas will be finalised on commencement, however it is anticipated over a 28 day period there will be 14 x 12 hours shifts to be worked of which the majority will be night-shifts (around 75% nights – 25% days). The shift rotas will be from 19:00 to 07:00 for the night-shift and 07:00 to 19:00 for the day-shift.)


KEY RESPONSIBILITIES

  • Providing overnight Service Desk facility, giving good levels of 1st time resolution (up to 60%) and triage for issues passed on to 2nd/3rd line support teams
  • Ensuring all operational tasks are completed Monitoring for systems messages and alerts and taking appropriate action
  • Provide assistant to Service Level Management to manage Major Incidents
  • Provide assistant to Change Management and Project teams relating to system implementations and changes
  • Liaise with Service Desk, Incident Support, Deskside Support, Networks, 3rd line Technical Support and other support teams to facilitate any tasks that can be carried out overnight on either a regular or adhoc basis (system monitoring, checking, admin tasks, housekeeping)
  • Ensuring Assyst CMDB is kept up to date and accurate
  • Provide mentoring, support and guidance to the Service Technicians
  • Ensure OLA levels are maintained


SKILLS & EXPERIENCE
Essential

  • Service Desk/1st Line support experience
  • Technical/Operational experience in a large IT support environment

Desirable

  • Experience in iSeries, Oracle, Manhattan (WMS)


PERSON SPECIFICATION

  • Committed & reliable
  • Self-motivated
  • Good attention to detail
  • The ability to perform under pressure and work in a fast paced environment
  • Professional attitude and commitment to the development of Support Technicians
  • The capability to prioritise workload effectively and meet deadlines
  • Able to work as part of a team
  • Flexible in working arrangements to meet the needs of the business.
  • Able to communicate at all levels

 


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