The I.T. function is led by an I.T. Director who manages a team of around 80 I.T. professionals. I.T. Operations for our client is managed by the I.T. Services Manager, reporting to the I.T. Director. The I.T. Services teams are based in London and Colchester, and support offices throughout the UK, mainland Europe and North America.

The Role:
Work as part of the 1st Line / 2nd Line I.T. Service Desk to provide user administration and procurement support to 750+ users in the UK, Europe and North America. This person will work in a proactive manner to ensure excellent responsiveness, effectiveness and quality of the I.T. Service Desk administration service. This role may enable the right jobholder to progress into I.T. technical support at a later stage.

Principle duties and responsibilities:
Deliver User Access (Security) administration services effectively and in accordance with agreed service levels, standards and processes.
Process standard service requests submitted by the business.
Deliver I.T. procurement and other assigned administration services effectively and in accordance with agreed service levels, standards and processes.
Escalate issues which are beyond the jobholder’s technical capability or resource capacity in an effective manner to optimise the quality of service provided to the business
Take part in initiatives to improve the quality and effectiveness of the I.T. operational service
Develop and maintain good working relationships with key staff in other teams within I.T.
Undertake service analysis, proactive service monitoring or project activities as assigned
Provide backup to the Service Support Analysts to cover for peaks of high activity

Qualifications, Skills, Experience and personal requirements:
Be educated to ‘A’ level standard or equivalent
Ideally, have experience of User Administration and/or procurement administration processes, although this is not essential
Be well organised, methodical, thorough and accurate in undertaking the technical and procurement activities assigned
Be self motivated with a “can do” attitude in responding to the challenges presented by front-line I.T. support
Have good analytical skills and the ability to identify and take part in improvements to the defined processes
Have strong customer-facing skills, and the ability to build and maintain working relationships with customers
Have good verbal and written communication skills
Be able to prioritise own workload without supervision
Have an inquisitive mind and be keen to understand and learn about I.T. technologies