OverviewReports into:

Technology Support Manager

Department:

Technology Services

Location:

Hendon, occasional travel to GAIL’s retail locations and head office

Working Hours:

40 hours (shifts covering 8am to 6pm)

Evenings and weekend on-call rota cover

Overall Purpose of the Role

A hands-on role to deliver technology service level agreements with the wider business.

Resolve questions related to systems, software, connectivity and hardware.

Successfully triage questions and deliver self-help solutions and recommendations.

Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team.

Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered.

Areas of Responsibility

Reporting to the Technology Support Manager.

Work flexibly and be part of the on-call rota.

Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business

Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA)

Provide hardware and software support both locally and remotely for the Group

Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development

Manage your question / ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s).

Liaise with and escalate issues.

Possible travel around London to resolve issues requiring intervention

Experience/Skills

A working knowledge and ideally some experience of supporting IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware)

Strong organisation skills, personally and professionally.

“Can do” outlook and approach to work.

Technology qualifications / certifications a bonus.

Excellent written and verbal communication skills

Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion.

Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques.

Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve

An ability to think critically about systems and to adjust consistently as needed

Document learnings to build the knowledge repository.

Willingness and ability to learn about standard and bespoke applications

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