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Duties and Responsibilities

• Provide IT ticket and 1st Line support to internal and external customers within agreed SLAs.


• Participate in Microsoft Office steering committee meetings to discuss ideas and suggestions on the future road map of Microsoft Office for The Config Team.


• Participate in innovation road map meetings with the Microsoft Office steering committee meetings and contribute to the future road map, suggesting innovation.


• Assist with internal IT, hardware and device management and asset tracking.


• Grant system access as requested and approved by appropriate stakeholders.


• Assist with the management of the Helpdesk system by taking ownership of new ticket and email allocation and monitoring.


• Provide suitable initial responses to Helpdesk internal and external customers in line with the agreed SLAs and governance.


• Work with the Helpdesk team to ensure emails and tickets are resolved within agreed SLAs and that suitable and timely updates are provided to internal and external customers.


• Monitor, coordinate and communicate escalations with the relevant stakeholders as appropriate.


• Ensure information for ticket, SLA table and client data remains accurate and that the data is appropriately updated to ensure accuracy is maintained.


• Ensure the correct utilisation types are allocated to tickets and booked correctly within Helpdesk tool.


• Review all Helpdesk tickets within Helpdesk tool, progressing with tickets, escalating any concerns or discrepancies with the relevant stakeholders to resolve.


• Assist with the IT new starter process to ensure new employees have the correct IT equipment, accounts, hardware and software.


• Assist with and complete new employee IT inductions.


• Assist with the completion of IT license audits and reporting.


• Ensure the accuracy and maintenance of the data with the Helpdesk tool application.


• Ensure product documentation is tracked appropriately and version control is maintained.


• Assist with and complete software and hardware product testing.


• Ensure that security, service and compliance are monitored and in line with agreed ISO & ITIL standards, assisting with process documentation as necessary.


• Provide Helpdesk center administration support, interacting with internal and external stakeholders as appropriate.


• Assist with producing reports.


• Provide out of hours support as per the support schedule and shift cover.


• Display behaviours which reflect The Config Team Purpose, Mission, Vision and Values.

• IT literate with good knowledge of the Microsoft suite of applications including Office365, Excel and PowerPoint.


• Experience in setting up hardware and/or software for desktop or mobile applications.


• Enjoys working with and has an interest in learning about new technology and computer systems.
Able to collaborate and coordinate with internal and external teams and customers.

Desirable:

• An understanding and/or basic knowledge of SAP or similar ERP systems, specifically within logistics.


• Previous IT or technology support desk experience and working to SLAs.


• Advanced knowledge of the Microsoft Office Power applications.


• Experienced in using Microsoft Teams.


• Has a basic understanding of at least one programming language.


• Previous experience in a customer service position.


• Experience of the new employee process in relation to IT equipment setup.


• Experience of asset tracking and software and hardware device management.


• Knowledge and understanding of networks and concepts.


• Knowledge of basic server infrastructure.