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IT Technical Team Co-ordinator

Job Title: IT Technical Team Co-ordinator
Contract Type: Contract
Location: Essex, England
Industry:
Salary: £13 - £14.50 per hour
Start Date: asap
Duration: 3 Months
REF: 13787/001_1496672868
Contact Name: Cassie Axe
Contact Email: cassie.axe@accessplc.com
Job Published: 4 months ago

Job Description

IT Technical Team Co-ordinator, IT Administrator. i am looking for an IT Technical Team Co-ordinator for a 3 month role is Essex. You will be responsible for supporting the activities of a busy support department and their general day to day work load.

  • Triage problem support tickets making sure they are assigned to the correct team.
  • Monitor progression of open problem tickets, alerting Technical manager of any SLA breaches/near breaches.
  • Organising inter-team meetings/webex.
  • Reporting against KPI's.
  • Alert monitoring and triaging alerts to the correct team.
  • Manage incident/problem escalation flows.
  • Major incident administration and logging/reporting.
  • Monitor Request for change policy.
  • Adhere to ITIL best practice.
  • Using initiative when communicating with end users re. open problems and escalating to the technical Manager as appropriate.
  • To ensure new customers needs are met, in line with departmental policies and procedures and escalating to the Technical Manager as appropriate.
  • To offer general guidance and advice to internal customers in line with internal policies and procedures and to escalate the call to a Technical Manager where appropriate.
  • Maintain relationships with interfacing business functions and other IT functions.
  • Implement escalation procedures as appropriate, to achieve maximum personal KPI's.
  • Assist the team in achieving the targets set for the department.

Technical skills

  • Ability to use Active Directory for account management and password resetting
  • ITIL awareness (Training to achieve ITIL foundation would be provided)
  • Understanding of Microsoft desktop operating systems and associated applications to deal with user queries/resolutions.
  • Experience of remote fixes, via DameWare, RDP or other terminal services
  • Awareness of networking / server infrastructure technology.

This role requires the individual to work through an Umbrella company