Job Description

• Provide an exceptional level of customer service to all customers.
• May support senior level meetings 
• Understand and be a role model for the key departmental processes, providing training to others on incident management and service requests
• Manage incidents and service requests assigned to the DSS team.
• Participate as a priority in the recovery and restoration of systems as required by IT major incident management teams in the event of serious disruptions to critical services. 
• Be proactive in identifying improvements that can be made to processes.
• Document knowledge and share this amongst the team.
• Support and develop other Support Analysts where appropriate.
• Administer users, groups, permissions and computers within Active Directory.
• To receive and gather information relating to IT and telecommunications requirements for new company members, ensuring everything is set up ready for their first day.
• Telecommunications troubleshooting. Administration of extensions, installation of phones, both desk and wireless.
• Provide, maintain and assist with use of mobile email devices, both in head office and remotely.
• Supporting and maintaining audio visual and video conferencing equipment within meeting rooms and around site.
• Undertake housekeeping and maintenance of all operational, procedural and technical documentation.
• Assist with stock control process ensuring that minimum stock levels are maintained.

Candidate will work within the IT Support Team, providing a high level of desk side IT support for our users on the Cambridge Campus. 

Candidate will demonstrate excellent customer service, communication, and troubleshooting skills and they will:

• works under general supervision. They will plan, schedule and monitor their own work (and that of others where applicable) competently within limited deadlines and according to relevant processes.
• work closely with the Service Desk and other global support functions. Interacts with and influences department/project team members.
• performs a broad range of work, sometimes complex and non routine, in a variety of environments.  They will absorb and apply technical information; and understand and use appropriate methods, tools and applications.
• take the initiative in identifying and negotiating appropriate development opportunities. 
• work towards personal, team and department objectives.  

Required Knowledge, Skills, and Abilities

• Experience of a similar role, providing second line IT support, and in particular is able to demonstrate excellent customer service. 
• The candidate must demonstrate good technical knowledge and have experience of supporting a Microsoft environment.
• The candidate will ideally have a related IT qualification, and ITIL Foundation.