This is a technical operations role that involves supporting and managing end-user technology to ensure seamless day-to-day operations for employees. Key responsibilities include providing technical support, configuring and maintaining devices, ensuring software compatibility, and troubleshooting hardware and software issues.
Key Responsibilities
* Adhere to IT processes, Service Level Agreement (SLA), standards, and policies.
* Ensure strict adherence to company standards and policies.
* Follow approved system administration methodologies and processes.
* Work across all Information Technology Service Management (ITSM) areas to assist with the Change Management process.
* Manage High Priority Incidents during Terminal events.
* End-to-end incident management of lower priority incidents.
* Investigate escalated and reported incidents, and provide resolutions in line with agreed SLA's for nominated Business Services.
* Respond to after-hours critical incidents for systems at the Terminal on a rotational basis.
Requirements
Qualifications and Skills
* Minimum 1 year of experience in an EUC support role.
* Exposure to Logistics / Supply Chain environments is advantageous.
* Active knowledge of desktop and infrastructure support, as well as relevant troubleshooting skills and tools.
* Proactive automation of system administration tasks.
* Experience working in Operations teams with 24/7 support requirements.
* Understanding of business-related IT systems from an Engineering perspective.
* Familiarity with ITIL aligned environments and Incident, Change, Problem, and continuous improvement.
* Able to work at heights to provide support on Mobile Computer Terminals (vehicle-mount and handheld).
* Strong interpersonal skills for building relationships across all levels of the business.
* Expertise in end user computing and administration, including Microsoft Windows, Active Directory, Office 365, Standard Operating Environment (SOE), and Remote Access.
* Confident use of ITSM Toolsets (ServiceNow).