IT Business Support
Closing Date: 03-01-2022
Closing Date: 03-01-2022
Reports To: IT Manager
Location: Multi Site
Hours of work: 8:30am – 5:00pm Monday to Friday
Flexibility required for support of systems outside of core hours
Main Purpose
Facilitate first and second line escalation for all IT related resources within the business. Assist in the management and operation of the IT infrastructure, security systems and business ERP. Supervise the IT Service Desk ensuring correct Service Desk procedures are adhered to. Manage and facilitate assigned IT projects, ensuring up to date solutions are in place.
MAIN DUTIES AND RESPONSIBILITIES:
Provide first and second line escalation support for all IT related resources within the business, resolving issues and requests when possible before third line escalation.
Facilitate day to day IT requests and issues specifically related, but not limited to:Installing and configuring computer systems and IT related equipment (Hardware and Software)
Diagnosing and solving hardware/software faults
Active Directory/Mailbox administration
Mobile security administration
ERP Issue resolution and triage
Deployment and maintenance of our Anti-Virus Solution.
Pro-actively monitor IT infrastructure on performance and security, ensuring IT resources are appropriately running for end user performance.
Continually identify areas of improvement within the infrastructure and suggest appropriate solutions.
Day to day support and software development for the ERP system.
Assist with overall administration and delivery for group software systems.
Undertake tasks/projects where assigned including creating proposals, third party vendor management and successful project closures.
Third party vendor support liaison as and when needed.
Creation and maintenance of system and procedural documentation.
Supervision of the IT Service Desk.
Ensure that the IT Service Desk procedures are followed to facilitate appropriate KPIs.
Ensure appropriate KPIs are achieved and that SLAs are met.
Creation and input of IT related Company policies.
Flexible approach to IT related tasks and issues.
Any other duties as required by Management commensurate with the role and within the post holder’s skills and capabilities
Employee Specification: IT Business Support
| Criteria | Essential | Desirable |
|---|---|---|
Physical Attributes: E.g. Appearance & Health
| Smart Casual, Business dress when necessary. Medically fit to undertake requirements of job in full. | |
Attainments: Education, Qualifications and Training: | Third level qualification in an IT discipline Minimum of 2 years’ experience in an IT Support Role. | MSCE/MSCA level ITIL Certified |
Aptitudes: eg, Communication skills Negotiation skills, Influencing skills | Windows server 03-2012, Active Directory, Exchange, Networking in an IP LAN & WAN environment. | Experience of Citrix XenApp, VMware, SAN, SQL, Microsoft Dynamics AX, SharePoint, VoIP, Backup Solutions, DR and Replication, McAfee Antivirus, Firewall administration. Development experience in .NET or JAVA |
Personality: E.g. Attitude, Reliability, Co-operation | Pro-active, positive, innovative and focused individual, willing to learn and progress within the company. Display initiative and logical approach to problem solving. Strong prioritisation skills with ability to meet deadlines. Excellent communicator with a “can do” attitude. Flexible team player who can adopt to changing business needs of the department. | |
Circumstances: E.g. Flexibility in hours, Mobility, Time keeping | Can travel to and from work areas as and when required. Good Time Keeper. Flexible approach to work as required |