IT Co-ordinator

Job title:

IT Co-ordinator

Company

Clear Business

Job description

Working in the IT Service Desk Team to support our network of around 800 colleagues across 5 sites. Our Head office is base in Manchester(Sale) with occasional visits to our Manchester City centre(circa 35 staff) and Leeds offices(Circa 35 staff). When An employee reaches out for IT support, as the name suggests, they raise a ticket to our IT Service Desk team.As the IT Co-ordinator you will be able to handle most everyday IT requests and take ownership for our IT end-points(Laptops) alongside building weekly IT asset reports. You will aim to resolve all these issue as the escalation point alongside our 1st Line support. Any experience of training new staff on Software and any MS applications would be beneficial.Your minimum 2 years’ experience will enable you to support the 1st Line technicians and your role will sit nicely between our 1st and 2nd Line team, with your expertise you would aim to grow into a 2nd Line role within 18 months.An IT Co-ordinator should be an enthusiastic, self-motivated team player with a passion for delivering high service levels to our end-users aligned with customer focus.What we want you to do

• Providing friendly, professional experienced 1st line technical support within the IT Service Desk(Jira ITSM) from multiple sources, including emails, phone calls and tickets
• Working closely with our 1st and 2nd line team to ensure the issue is resolved or escalated to the correct level
• Supporting a windows 10 desktop environment, supporting future upgrades
• Working as part of a team to help deliver small- to medium-sized IT projects
• Log all calls on the call logging system – Jira ITSM
• Day to day management of the backup system
• Working on own initiative to diagnose and resolving technical issues.
• Understanding of Networking and TCP/IP Protocols;
• Proven experience using and troubleshooting Office 2016 / Office 365 within a network environment (permissions, calendar sharing, delegation)
• Experience of administering Office365 including, SharePoint Online (permissions, workflows, migration)
• Ownership around ensuring effective IT Asset Management and that the lifecycle is followed using Device42
• Administering Identity Management with Okta
• Help to drive improvement and implement new processes to ensure high levels of service, working closely with the 1st line technicians

Success Measures

• Achieve all agreed objectives with positively trending relative key performance indicators
• Shows consistent delivery and continuous improvement in knowledge and understanding of IT systems
• Exceptional internal customer feedback
• Track record of great judgement knowing when to fulfil a customer request, when to seek support, and when to escalate

What you need to have already done to be right for this role

• At least 2 years of experience working in IT Support.
• Experience supporting 1st line technicians to bring them up to speed to support the Business efficiently.
• O365 Administration.
• Exchange Server 2016 / Office 365 Exchange Administration.
• Working with System Centre Configuration Manager.
• Troubleshooting Network Issues for escalation.
• Active Directory Administration including GPO.
• IP Telephony Administration and Support.
• Identity Management Administration and Support.
• Basic Programming Skills (PowerShell, VB Script, .NET).
• Experience working in an ITIL Service Environment.
• Experience of identifying security risks / vulnerabilities and working with Information Security Team to ensure appropriate escalation.
• Perform daily and long-term asset management of hardware and software.
• Plan, monitor, and record hardware assets and/or software licenses to make sure they complied with supplier contracts in different software tools.
• Ensure CMDB data is up to date and that the content contained is accurate.
• Provide Asset information and standardised asset reporting on a scheduled basis together with unscheduled reporting.
• Using software tools for identifying hardware and software-related assets as well as CIs, including versioning and dependencies in the asset management tools, attributes, the Contract management library, and the CMDB.
• Manage inventory of CIs and assets, including dependencies and attributes, making sure that modifications, withdrawals, and additions of existing ones are correctly recorded.
• Verify software assets with license contracts, confirm hardware assets with actual inventory, and initiate corrective actions.
• Answer requests concerning license compliance to help support audit tasks.
• Maintain documentation of procedures, processes, and reports concerning asset and configuration management
• Establish and maintain hardware and software maintenance database.

Skills

• A commitment to producing a high quality of work including competence, accuracy and thoroughness
• Works at pace, improving productivity through ensuring the completion of assigned tasks in a timely manner
• Demonstrates good communication skills working well with and communicating / escalating issues to the wider team
• Demonstrating good team working skills including working well with colleagues from around the business, being able to adopt appropriate escalation and provide support to the business on various projects
• Use initiative to logically understand, solve problems and seek out new tasks
• Be dependable through good time keeping, attitude to work, meeting deadlines and being able to work autonomously
• Show a commitment to improving their knowledge of Information Technology and Verastar systems
• Building and maintaining positive rapport with all Verastar employees
• Feeding back and asking questions when unsure about something
• Able to provide high quality interactions, displaying confident and assured levels of service in support of our internal customers
• Has a “can do” attitude

Qualifications and other requirements

• At least 2 years’ experience in an IT Support role or similar preferred
• Location: Within commuting distance of Verastar HQ, Sale, Manchester
• IT literate, with knowledge of the effective use of Microsoft 365 products and related technologies
• ITIL v3 or v4 Foundation Certification (or interest in completing qualifications)
• Able to drive occasionally between Manchester and Leeds sites.

Our StoryClear Business was established with the goal of simplifying our customers’ lives and making our colleagues’ experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the ‘One to Watch’ award from Best Companies.Why Choose Clear Business?At Clear Business, we don’t just do jobs, we do careers. We’ve got ambitious growth plans, and our people will grow with us. So, we’ll give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure, a diverse and inclusive workplace and the control to drive your own career and shape your own opportunities. Clear Business is a great place to work, made better by you.In return for your hard work, you’ll getIt takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy.

• Pension contributions and life assurance coverage.
• Generous discounts at numerous high street and online retailers.
• 25 days of annual leave, increasing to 28 days based on tenure.
• Enjoy your birthday off every year.
• Ability to purchase up to 10 additional holidays and sell up to 5 days per year.
• Cycle to work and travel loans for people wanting a greener commute.
• Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.

The important extras

• Hybrid working model: the choice to work remotely for three days.
• Engage in charity fundraising and volunteering activities as part of our giving back initiative.
• Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
• Full time/Permanent contract of 37.5 hours per week.
• No weekends and every bank holiday off.

What happens nextIf you’re looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.All successful candidates will be subject to pre-employment checks.#LI-KB1We are one of the UK’s leading providers of essential services to small businesses. We supply a wide range of essential services – Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards:The Lloyds Bank National Business Awards 2019Greater Manchester Business Awards 2019Lanarkshire Business Excellence Awards 2019Email:

Expected salary

£27300 per year

Location

Glasgow

Job date

Sat, 06 Apr 2024 07:30:57 GMT

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